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The script leads the conversation step by step, but contacts don’t always follow it: they ask about the price, raise an objection, or say they’re busy. A scenario is a prepared response to one such situation. It isn’t tied to a place in the script - the agent uses it whenever the situation comes up and then returns to where it left off.

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Add a Scenario

  • Open the Scenarios tab at the top of the agent editor.
  • Click + under the list of scenarios.
  • In the title field (Type question here), describe the question or situation, for example How much does it cost? What is the pricing? You can list several ways a contact might put it, as in this example.
  • Add the steps the agent follows in this situation.
The Scenarios tab with a list of scenarios and the plus button to add one

The Scenarios tab

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Add Steps

Scenario steps work the same way as steps in script nodes. The buttons under the steps add a Step, Schedule a Meeting, Action, Call Transfer or End Call - see Agent Steps for each of them. Steps can include variables, such as the contact’s name. Scenarios with more than one step show a list icon in the list.
An open pricing scenario with two steps and the Step, Schedule a Meeting, Action, Call Transfer and End Call buttons

A scenario with two steps

End the last step with a short question, such as Does that make sense?, so the conversation can return to the script smoothly.

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Use Scenario Examples

  • Click Show Scenarios examples at the bottom of the tab.
  • Click an example to add it as a new scenario. It comes with a ready-made step that you can edit.
Examples you’ve already added are marked with a check mark.
Scenario examples such as callback requests, integrations and whether the agent is a robot

Scenario examples

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Edit or Delete a Scenario

Click a scenario in the list to open it. Change the title or the steps right in the panel, or click ··· next to the title:
  • Edit Title: Jump to the title field.
  • Delete: Remove the scenario.

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Knowledge Base and A2A

The buttons above the list connect extra sources of answers:
  • Connect Knowledge Base: Pick the knowledge bases the agent can draw on during the call, or click Create New. See Knowledge Base.
  • Connect A2A: Connect external agents that give your agent live guidance during the conversation, if your account has A2A connections.