Skip to main content
A scenario is a prepared response to a situation that can happen anywhere in a conversation: “How much does it cost?”, “Is this a robot?”, “I’m busy right now”, “Send me an email instead”. The script covers the planned path; scenarios cover everything the contact might throw in along the way. When a scenario fits, the agent runs its steps and then returns to where it was in the script.

Add a scenario

1

Open the Scenarios tab

In the agent editor, click Scenarios in the header.
2

Create the scenario

Click + (Add scenario). In the title field (Type question here), describe the situation the way a contact would raise it, for example What are your prices? or Contact says they already have a provider.
3

Add the response

Add steps exactly as you would in the script: Step, Schedule a Meeting, Action, Wait for results, Call Transfer, Widget, or End Call. See Steps.
4

Save

Click Save in the header.
Scenarios tab with a Connect A2A button and five scenarios such as How much does it cost? What is the pricing? and I'm too busy right now, a highlighted + button to add a scenario, and a Show scenarios examples link at the bottom

The Scenarios tab lists each scenario; click + at the bottom to add one.

The pricing scenario selected in the list and opened in a side panel with two steps answering the pricing question, and the Step, Schedule a Meeting, Action, Call Transfer, and End Call buttons highlighted beneath them

A scenario's steps open in the side panel, with the same add-step buttons as a script block.

Use the scenario’s ⋯ menu to Edit Title or Delete it.

Start from examples

Click Show Scenarios examples to browse common scenarios. Click one to add it to your agent, then edit the steps to match your business. Examples you’ve already added show a check mark.
Six example scenario cards with + buttons, including If the prospect asks how the assistant got their number, If the prospect asks for a callback at a different time, and If the prospect asks if you are a robot

Scenario examples: click + on a card to add it to the agent.

Scenarios, script, or knowledge base?

If the answer is just a fact, put it in the knowledge base. If the agent needs to do something (transfer, book, run an action) or follow a specific line, make it a scenario.

Connect a knowledge base

The Scenarios header has a Connect Knowledge Base button (it reads Knowledge Base Connected once one is linked). Click it to select which knowledge bases this agent can search, edit them, or click Create New. See Knowledge base.

Email agents

For Email agents, a scenario is a single text field (Type your content here) instead of steps. Email scenarios are added to the agent’s knowledge as a text source, so the AI uses them when writing replies.

Built-in behavior

You don’t need scenarios for situations Callers already handles on every voice call:
  • Saying goodbye and hanging up when the contact ends the conversation (uses your End Call phrase where it applies).
  • Asking the contact to hold on, and waiting when they say “one moment”.
  • Wrong numbers and contacts who ask to be removed, which are classified automatically after the call.
  • Voicemail and call-screening assistants. See Voicemail and screening.
Write a scenario only if you want different wording or extra actions in one of these cases (for example, transferring a wrong number to your front desk).

Best practices

  • One situation per scenario. “Pricing” and “Discounts” are different scenarios if the answers differ.
  • Title it like the contact would say it. The agent matches scenarios by meaning, so Asks whether this is a recorded call works better than Recording.
  • Keep responses short. Two to four sentences, then return to the conversation. End with a question to hand the turn back.
  • Don’t repeat the script. If a scenario duplicates a script branch, the agent may pick either one.
  • Add an action when needed. A “Send me the details” scenario can run an email or SMS action instead of just promising to.
  • Hand a topic to another agent. Click Connect A2A in the Scenarios header to let a connected agent handle it. See A2A connections.
For more on when to use a scenario versus a script step, see Prompting voice agents.

FAQ

The agent returns to the script step it was on and continues. Design each scenario to stand on its own.
Yes. Add an End Call or Call Transfer step to the scenario. Nothing in the script runs after that.
There’s no fixed limit. Meeting steps count toward the script-wide limit of 10, and a long list of overlapping scenarios makes matching less precise.

Steps

Steps you can use in a scenario.

Knowledge base

Give the agent facts to answer from.

Instructions and guardrails

Rules that apply to every turn.

Script editor

Build the main conversation path.