Creating a call script
Navigate to call scripts
Go to Settings > Phone System > Call Scripts (or Conversations > Settings > Scripts).
Create a new script
Click + New Script and give it a descriptive name (e.g., “New lead qualification”, “Appointment follow-up”).
Write the script
Use the rich text editor to write your script. Include:
- Opening — introduce yourself and state the purpose
- Discovery questions — key questions to ask
- Value proposition — your core pitch
- Objection handling — responses to common objections
- Close — next steps and CTA
Add variables
Insert contact variables (e.g.,
{{contact.first_name}}, {{contact.company}}) to personalize the script automatically for each contact.Assigning scripts to teams and campaigns
- Team assignment — assign scripts to specific users or teams so the correct script appears based on who is making the call
- Campaign assignment — when using the power dialer with a contact list, assign a script to the campaign so it appears for every call in that session
- Default script — set a default script that appears when no specific assignment exists
Script variables
Personalize scripts dynamically using contact fields:| Variable | Displays |
|---|---|
{{contact.first_name}} | Contact’s first name |
{{contact.last_name}} | Contact’s last name |
{{contact.company}} | Contact’s company name |
{{contact.phone}} | Contact’s phone number |
{{contact.email}} | Contact’s email |
{{contact.city}} | Contact’s city |
{{contact.custom_field_name}}.
Branching scripts
For complex conversations, create branching scripts with if-then logic:- Start with the opening section
- Add decision points (e.g., “Are they interested?” → Yes / No)
- Each branch leads to a different section of the script
- Agents click the appropriate branch during the call to navigate to the relevant talking points
- Qualification calls with multiple outcomes
- Customer support with different issue types
- Sales calls with varied objection paths
Tips for effective scripts
Keep it conversational
Keep it conversational
Scripts should be guides, not word-for-word readings. Write in a natural tone that agents can adapt to each conversation.
Use bullet points over paragraphs
Use bullet points over paragraphs
Agents need to scan quickly during a call. Bullet points and short phrases are easier to reference than dense paragraphs.
Include objection responses
Include objection responses
List the 3-5 most common objections and provide clear, concise responses for each.
Update regularly
Update regularly
Review and update scripts monthly based on call outcomes and feedback from your team. Remove sections that do not work and strengthen ones that do.
Train before deploying
Train before deploying
Have agents practice with the script in role-play sessions before using it on real calls. This builds confidence and familiarity.
Using scripts with the power dialer
When you start a power dialer session, the assigned script appears automatically for each contact. As the dialer moves through the list:- The script loads with the current contact’s variables populated
- The agent follows the script during the conversation
- After the call, the agent can log the outcome (disposition)
- The dialer advances to the next contact with the script refreshed
Frequently asked questions
Can I have multiple scripts active at the same time?
Can I have multiple scripts active at the same time?
Yes. Different scripts can be assigned to different users, teams, or campaigns. The platform displays the most specific assignment (campaign > team > default).
Do scripts work on the mobile app?
Do scripts work on the mobile app?
Yes. Scripts assigned to a user appear in the mobile app dialer during calls.
Can I share scripts across accounts?
Can I share scripts across accounts?