Agent Script

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Understanding the Script Creation Process

Creating an agent script involves setting up a series of decision points and responses that guide the conversation with your clients.

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Steps to Create Your Script

Initiate with the Intro Script

• Inbound Calls: As a suggestion, you might begin your script with an introductory script node where you confirm the client’s identity by asking for their name and inquiring about their well-being. However, feel free to adjust this approach based on your specific needs.
• Outbound Calls: As a suggestion, start by confirming the client’s identity and then proceed with the planned interaction. This is just a guideline, and you can tailor it as required.

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Branching the Conversation

• After the initial engagement, introduce a question to guide the conversation. Based on the client’s response, you can expand the script:
  • Click the + button next to the current node.
  • Choose how to continue - Add Subflow, Add Nested Script, or Go to Block.
  • In the new node, label it with a title that represents the client’s latest response which guides the agent to this node. Alternatively, you can simply give a title to this node based on its content.

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Nested Scripts

A nested script is a self-contained branch that lives on its own canvas. Use one when a part of the conversation is big enough to deserve its own flow - scheduling a meeting, handling an objection, running through a qualification checklist - and you don’t want it crowding the main script. Nested scripts are easy to spot: they are blue, and the label above the node names the script it opens. Click the node to open it. The breadcrumb in the top-left shows where you are and takes you back to the parent script.

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Managing Subflows, Nodes and Steps

• To modify your script effectively, you can move nodes, delete unnecessary subflows, or adjust branching logic.
• Moving or Deleting Steps:
  • Position your cursor over the Subflow, click on the ••• icon to the right of the subflow name.

• To move a step, press Move. The canvas switches into placement mode - pick the + button where the block should land, or press Cancel to back out.

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Customize Node Content

• Customize the dialogue and the questions in each node according to the agent goals. Refer to the Customize Steps page for more details.

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Directing Flow Between Nodes

• To lead the script from a subflow back to a specific node or to continue the script from a particular point:
  • Click the + button next to the node from which you want to continue.
  • Select Go to Block.
  • Pick the destination from the Target Block dropdown, or click it directly on the canvas. Optionally, give the block a name to describe the client response that leads here.

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The Workflow Tab

The script covers what the agent says. Everything around it - what starts the conversation, what counts as a good outcome, and what happens afterwards - lives on the Workflow tab at the top of the screen.

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Success Criteria

Success Criteria define the possible outcomes of a conversation, split into Goal Reached and Goal Not Reached. Click the card on the Workflow tab to open it. You can have Callers draft the criteria from your script with Regenerate, or write your own with + Add. Each outcome carries a short description that tells the agent when it applies. When the list looks right, click Mark as Reviewed.

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Summary

Summary is the information the agent collects from each conversation. Click the card on the Workflow tab to see the list; every entry pairs a name with the question it answers, and clicking one opens it for editing. Use + Add to collect something extra. Whatever you define here shows up in the call summary, alongside your Key Questions.

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Validating the Flow

• Ensure all node links are correctly made to prevent any dead ends or loops in the conversation.
• Preview and test the agent. Conduct test calls to check the flow and make necessary adjustments.

Click Test in the top-right corner to open the test panel. It lists your previous test calls, so you can come back to them later. Click Initiate a new test and choose how to run it:

• Phone Call - The test call goes out over one of your own phone numbers, so you need one connected through SIP or Twilio first. Enter the number that should receive the call.
• Web Call - Talk to the agent straight from your browser. Nothing to connect and no phone number involved, which makes it the quicker way to try a script.

Fill in the script variables, then press Start. The toggles below let you load the contact’s memories, or run the test in a different language or time zone.