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Open a node on the script canvas to see its steps. The buttons at the bottom of the node add new ones: Step, Schedule a Meeting, Action, Call Transfer, and End Call.

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Add Call Steps

  • Click the Step button to add a step that the assistant will follow during the call.
A script node with the Step button highlighted

Adding a call step

The new step opens ready for typing. The bar underneath it inserts more than plain text:
  • Variable - Insert a value that changes per contact, such as their name. See Agent Variables.
  • Instructions - Insert an instruction for the agent instead of words to say verbatim, for example Briefly introduce the product in one or two sentences. Instructions show up as a blue block inside the step.
  • Emotions - Set how the line should sound, if your account has it. Emotions depend on the voice: if the button is unavailable, switch to a voice that supports emotional responses.
An empty new step with the Variable, Instructions and Emotions buttons

Call step added

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Schedule Meetings

  • Press the Schedule a Meeting button.
  • Scheduling runs on Cal.com, so connect your Cal.com account first.
  • Write what the assistant says before offering time slots.
  • Choose the Cal.com event in the Meeting dropdown.
  • Set the Future Days Window - how many days ahead contacts can book, from 1 to 14. It defaults to 14.
  • Under If no slots are available, decide how the assistant reacts:
    • Use Fallback Phrase: The assistant says a phrase of your choice instead. Enter it in the Fallback Phrase field that appears.
    • Avoid Calling: The assistant doesn’t call when there are no slots. On incoming agents this option reads Avoid answering.
Time slots are offered in the contact’s time zone: the one provided when the contact was created, otherwise the one inferred from their phone number, and the agent’s own time zone if neither is available. A script can hold up to 10 meeting steps.
A Schedule Meeting step in a script node

Scheduling a meeting from a step

Note: Meeting invitations are sent to the contact’s email. Adding this step adds an optional email variable - fill it in when you upload contacts. If a contact has no email, Callers tries to find one in the SIP headers or the conversation, and books the meeting without an invite if it can’t.

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Call Forwarding

  • Press the Call Transfer button.
  • Enter a Call Transfer Phrase. The assistant says it right before the call is transferred.
  • Choose where the call goes:
    • Phone / SIP: An international phone number or a SIP URL. Include the country code for phone numbers.
    • Human operator: A queue of your human operators, if your account has them.
  • Set the Caller ID for Forwarded Call - the agent’s number or the contact’s number.
A call transfer ends the node: you can’t add more steps after it.
A Call Transfer step with warm transfer turned on

Forwarding a call with a step

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Warm Transfer

Turn on Warm Transfer in a Call Transfer step to play a summary message before the call is handed over, so the person who picks up is ready for the conversation.
  • Play warm transfer message to - who hears the summary:
    • Receiver only: Played to the receiver before the contact is connected. Not recommended for call queues, because the message may play before anyone answers.
    • Both parties: Played to both sides. You then choose when it plays - When call is connected, or When ⁕ is pressed.
  • Prompt for the warm transfer handoff message - describe what the summary should cover.

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Triggering the Summary Through the API

You can also play the summary from your own system, for example after transferring a call yourself:
  • API Endpoint: POST /call/{sessionId}/warm-transfer-summary - see the API Reference.
  • Required:
    • Authorization header with your API key.
    • sessionId of the call to play the summary for.
  • Optional:
    • x-sub-organization-id: If using sub-organization accounts.
    • agentOnly (boolean, defaults to false): If set to true, only the receiving agent hears the summary.
The Warm Transfer Summary is designed to improve customer experience by giving the receiving agent context before connecting them with the caller.

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Sending an SMS

SMS is no longer added as a separate step. To send a text message during the call, add an Action step that uses an SMS integration from the App Center, if your account has it - for example Twilio, ClickSend SMS, Heymarket SMS, Kudosity, Octopush SMS, or smsmode. See Agent Actions for how to set one up.
Scripts that already contain an SMS step keep working as before. You just can’t add new ones.

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End Call

  • Press the End Call button.
  • Add a phrase for the assistant to say before ending the call.
Like a call transfer, ending the call closes the node, so it is always the last step.
An End Call step with a goodbye phrase

Ending the call

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Editing Steps

  • Reorder Steps: Hover over a step and use the up and down arrows next to its number.
  • Key Questions: Click the star next to a step to make it a key question. Key questions appear in the call summary.
  • Step Options: Hover over a step to show its buttons:
    • Copy: Copy the step’s text.
    • Play: Hear how the sentence will be said.
    • Rephrase: Generate a new version of the sentence.
    • Delete: Remove the step. A node needs at least one step, so the button is hidden when only one is left.
  • Step Settings: While you’re editing a step, the settings button on its right sets the patience level for that step. It also lets the agent speak the step without interruptions - always finishing the line even if the contact talks over it, or only the first time it’s played.
Step toolbar with copy, play, rephrase and delete buttons

Hover over a step to copy, play, rephrase or delete it

Variables can be added to the script for dynamic customization. See Agent Variables page for more details.