> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callers.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent Script
> This guide provides an overview of how to create a versatile and effective agent script within the Callers platform.Tailor the conversation flow to meet the unique needs of your agent, whether it's for inbound or outbound calls.
### 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.
### 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.
#### **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.
**Note**: If no decision split is required, you can continue the script in the same node.
### 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.
Already built the branch as a regular subflow? Open the node's `•••` menu and choose `Convert to Nested Script`.
### 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.
#### **Customize Node Content**
* Customize the dialogue and the questions in each node according to the agent goals. Refer to the [Customize Steps](/documentation/build-your-agent/customizing-steps) page for more details.
**Note**: Each node must contain at least one step.
#### **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.
**Note:** You can add as many subflows as needed to accommodate various branches of the conversation.
### 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.
#### **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**.
Edit the script later and the criteria may fall behind it. The window reminds you to review them after your last edits - run **Regenerate** to bring them back in line.
#### **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](/documentation/using-callers/key-questions).
### **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](/documentation/integrations/sip) or [Twilio](/documentation/integrations/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.
