Call Scripts
Call Scripts
Consistency is the foundation of a successful call center operation. Whether your agents are making sales calls, handling inbound inquiries, or conducting surveys, having a well-crafted script ensures that every caller receives the same professional experience and that all required disclosures are delivered. The Call Scripts feature in AgentTech Dialer lets you create richly formatted scripts, embed dynamic variables, and automatically deliver the right script to the right agent at the right time based on the queue they're working in. This guide covers everything you need to know about the Call Scripts page (`call-scripts.php`) and how scripts work during live calls.
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Why Call Scripts Matter
Before diving into the how-to, let's talk about why scripts are worth your time:
Compliance and Legal Disclosures
Many industries require specific language at the start or during a call. Insurance agents must disclose that calls may be recorded. Telemarketing calls must follow specific greeting protocols. Financial services must include risk disclaimers. A script ensures these disclosures are delivered consistently — no omissions, no variations, no compliance gaps.
Consistent Messaging
When you have 10, 50, or 500 agents, it's impossible to ensure they all say the same thing without a script. Scripts create a unified brand voice and ensure that key talking points, promotions, and objection-handling responses are delivered the same way by every agent.
Training and Onboarding
New agents are often nervous about what to say, especially in their first few weeks. Scripts provide a safety net — they don't have to memorize everything because the content is right in front of them during calls. This dramatically reduces ramp-up time and early-stage errors.
Performance Improvement
Scripts give supervisors a benchmark to measure against. When every agent has the same script, it's easier to identify who is deviating, who is adding their own successful phrases, and what changes lead to better outcomes.
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The Call Scripts Page
Navigate to Call Scripts from the main sidebar menu to reach the Call Scripts page. Here's what you'll see:
Page Header
At the top of the page, you'll see:
- Script count badge: A badge showing the total number of scripts you've created (e.g., "12 Scripts").
- Add Script button: Click this to create a new script. This is your primary entry point for creating content.
Viewing Scripts
Below the header, scripts are displayed as cards. You can control the display:
- Grid/List view toggle: Switch between a grid layout (multiple columns) and a list layout (single column). Both show the same information.
- Search: A search input lets you filter scripts by name. Type part of a script name and the list filters in real time.
Script Cards
Each script appears as a card with the following elements:
- Status toggle: A switch in the card corner lets you quickly activate or deactivate the script. When a script is inactive (gray toggle), it won't be loaded during calls even if it's assigned to a queue.
- Edit button: Opens the script editor so you can modify the content.
- Duplicate button: Creates a copy of the script with all its content and settings. The copy is created as a separate script that you can rename and modify without affecting the original.
- Delete button: Removes the script permanently. You'll be asked to confirm before deletion.
- Script name: The display name of the script.
- Description: A brief description of the script's purpose or the campaign it supports.
- Scope badges: Colored badges showing the script's scope — Agency, Department, Queue, or Global. These indicate where the script will be loaded.
- Last updated: Shows when the script was last modified, helping you identify outdated scripts that may need a refresh.
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Creating a New Script
Click the Add Script button in the page header. An extra-large modal window opens with everything you need to build your script.
Script Name (Required)
Enter a clear, descriptive name for the script. This name appears on the script card and helps you identify it at a glance.
Good examples: "Medicare AEP Outbound Sales Script," "Inbound Support Greeting — Billing," "Retention Offer — Q1 2026 Promo"
Avoid: Generic names like "Script 1" or "New Script" — you'll quickly lose track of which is which.
Status (Active / Inactive)
Choose whether the script should be active immediately:
- Active: The script will be loaded during calls in its assigned scope right away.
- Inactive: The script is saved but won't appear during calls. Use this when you're still drafting the content or waiting for approval before deployment.
Description Textarea
Add an optional description to explain the script's purpose, the campaign it's for, or any notes for other administrators. This text appears on the script card on the main page and helps your team understand the script without opening it.
Scope Settings
Scope determines which calls will load this script. You have three dropdown fields:
- Agency dropdown: Select an agency to assign this script to all queues within that agency.
- Department dropdown: Narrow the scope to a specific department within the selected agency.
- Queue dropdown: Assign the script to a specific queue only.
How scope works in practice:
- Agency scope: The script loads for any call in any queue within the selected agency. Use this for universal scripts like company greetings or compliance disclosures that apply everywhere.
- Department scope: The script loads for calls in any queue within the selected department. Use this for department-specific content like "Sales Scripts" vs. "Support Scripts."
- Queue scope: The script loads only for calls in the specific queue you select. Use this for campaign-specific scripts or queue-specific promotions.
- Global scope: If no agency, department, or queue is selected, the script becomes global and loads for all calls across all agencies. Use this sparingly — it's typically reserved for universal compliance language.
What happens when multiple scripts match a call? If a call matches multiple scripts (e.g., one at the agency level and another at the queue level), all matching scripts will be available in the Call Script panel during the call. The most specific script (queue-level) typically appears first.
Script Content — The Quill Rich Text Editor
The heart of the script creator is the Quill rich text editor — a full-featured text editor that lets you format your script with professional styling. The editor toolbar includes:
#### Headers
- H1: Large header — use for the main script title (e.g., "Outbound Sales Script").
- H2: Medium header — use for major sections (e.g., "Opening," "Qualification Questions," "Closing").
- H3: Small header — use for subsections (e.g., "If Customer Says Yes," "If Customer Says No").
#### Text Formatting
- Bold: Make important phrases stand out. Use this for compliance disclosures, key talking points, or phrases agents must say exactly as written.
- Italic: Emphasize notes or instructions to the agent (e.g., "pause here and wait for response").
- Underline: Highlight critical words or phrases.
- Strikethrough: Mark deprecated language that's being phased out but left visible for reference.
#### Lists
- Ordered lists (numbered): Use for step-by-step processes the agent should follow in sequence.
- Unordered lists (bulleted): Use for lists of options, objection responses, or feature lists that don't have a specific order.
#### Alignment
- Align text left, center, or right. Left-aligned is the default and works best for scripts. Center alignment can be useful for headers or titles.
#### Links, Blockquotes, and Code
- Links: Embed clickable URLs in the script. This is useful for linking to an internal knowledge base, a product page, or a form the agent might need to reference during a call.
- Blockquotes: Indent and style a section of text as a quote. This is helpful for highlighting exact phrases agents must say: "I am required to inform you that this call may be recorded for quality assurance purposes."
- Code blocks: While agents won't be writing code, the code block style can be used to differentiate reference numbers, promo codes, or any text that should stand out visually from the script flow.
#### Clean Formatting
- The Clean formatting button strips all formatting from selected text, returning it to plain paragraph style. Use this when you've pasted content from another source and the formatting looks inconsistent.
Dynamic Variables
Scripts support four dynamic variables that are automatically replaced with real-time values when the script is loaded during a call:
| Variable | What It Inserts |
|---|---|
| `{{agent_name}}` | The name of the agent currently on the call. |
| `{{queue_name}}` | The name of the queue the call is associated with. |
| `{{date}}` | Today's date at the time the call is taking place. |
| `{{time}}` | The current time when the call is taking place. |
#### How to Use Variables
Simply type the variable (including the double curly braces) anywhere in your script content. For example:
> "Hello, my name is {{agent_name}} and I'm calling from our {{queue_name}} team. Today is {{date}} and I'm reaching out to discuss your options."
When Agent Jane Smith takes a call in the "Medicare Sales" queue, the script will display:
> "Hello, my name is Jane Smith and I'm calling from our Medicare Sales team. Today is February 5, 2026 and I'm reaching out to discuss your options."
Variables make your scripts feel personal and dynamic even though every agent is reading the same content.
Tips for using variables:
- Place `{{agent_name}}` in the opening greeting so agents introduce themselves naturally.
- Use `{{date}}` in compliance disclosures that require a date reference.
- Use `{{queue_name}}` when the script covers multiple products or campaigns so the agent always references the correct one.
- Use `{{time}}` if your disclosures or greetings reference the time of day (e.g., "Good morning" vs. "Good afternoon").
Once you've composed your script, click Save to create it.
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Using Scripts During Live Calls
Scripts aren't just documents you create and forget — they're delivered directly to your agents during calls through the Call Script panel on the dialer page.
How It Works
- Agent receives or makes a call: When a call connects, the platform checks which queue the call is associated with.
- Script matching: The system looks for active scripts whose scope matches that queue (or the queue's department or agency).
- Script loads: The matching script(s) appear in the Call Script panel on the left side of the dialer page.
- Agent reads and follows: The agent can read the script content while speaking with the caller. The panel is scrollable, so long scripts are fully accessible.
- Collapsible panel: The Call Script panel can be collapsed (minimized) if the agent needs more screen space for other tools, and expanded again when they want to reference the script.
What Agents See
The Call Script panel displays the fully formatted script with all rich text styling applied. Headers, bold text, bullet lists, links, and blockquotes all render as they were designed. Dynamic variables are replaced with their real-time values — agents see their own name, the queue name, today's date, and the current time, not the raw variable tags.
The panel is positioned for easy reference during calls without blocking other important elements on the dialer page like the contact information panel, disposition fields, or call controls.
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Managing Your Scripts
Editing a Script
- Find the script card on the Call Scripts page.
- Click the Edit button on the card.
- The script editor modal opens with all current content and settings pre-filled.
- Make your changes to the name, description, scope, status, or content.
- Click Save to apply the updates.
Changes take effect immediately — the next call that matches the script's scope will load the updated version. Calls already in progress will continue showing the previous version until the agent's next call.
Duplicating a Script
Duplicating is a time-saver when you need a similar script for a different queue or campaign:
- Find the script card you want to duplicate.
- Click the Duplicate button on the card.
- A new script is created with the same content, description, and settings. The name will typically have "Copy" appended to it.
- Open the duplicated script and modify the name, scope, and content as needed.
This is much faster than creating a script from scratch when you only need to change a few sections or adjust the scope.
Deleting a Script
- Click the Delete button on the script card.
- Confirm the deletion in the dialog that appears.
- The script is permanently removed.
Note: Deleting a script does not affect historical call records. If a script was used during previous calls, those calls still retain their disposition and recording data — the script content simply won't be available for future calls.
Toggling Active/Inactive
Use the status toggle on each script card to quickly enable or disable a script without opening the editor:
- Toggle on (active): The script will load during matching calls.
- Toggle off (inactive): The script is saved but won't load during any calls.
This is useful for seasonal scripts, promotional campaigns with end dates, or scripts that are under review.
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Script Design Best Practices
Keep It Conversational
Scripts should sound natural when read aloud, not robotic or stilted. Write in a conversational tone that matches how your agents would naturally speak. Read the script out loud yourself — if it sounds awkward, rewrite it.
Too formal: "I would like to take this opportunity to inform you of the various product options that may be available to you at this time."
Natural: "I'd love to walk you through some options that could work well for you."
Highlight Compliance Disclosures
Use bold text and blockquotes to make mandatory disclosures stand out visually. Agents should be able to spot required language at a glance, even during a fast-paced call.
> "This call is being recorded for quality assurance and training purposes. Do you consent to continue with this recorded call?"
Structure with Clear Sections
Use H2 and H3 headers to break scripts into logical sections:
- Opening / Greeting
- Compliance Disclosures
- Qualification Questions
- Product Presentation
- Objection Handling
- Closing / Call to Action
- Wrap-Up
This structure lets agents quickly scroll to the section they need if the conversation takes an unexpected turn.
Include Branching Paths
Not every call follows a linear path. Use headers and formatting to create branches:
H3: If Customer Says Yes
- Proceed to enrollment questions...
H3: If Customer Says No
- Acknowledge their decision, ask about future interest...
H3: If Customer Asks for More Time
- Offer to schedule a callback, confirm best number...
Use Variables for Personalization
Always include `{{agent_name}}` in the opening greeting. Agents are more likely to follow a script when it already has their name inserted — it feels less generic and more like a personal guide.
Update Scripts Regularly
Review scripts at least quarterly. Product details change, promotions expire, compliance requirements evolve, and caller objections shift over time. An outdated script is worse than no script — it can lead agents to share incorrect information.
Keep It Reasonably Short
While you can write very long scripts, remember that agents are reading these during live calls. Aim for scripts that cover all necessary points without being overwhelming. If a script is getting very long, consider breaking it into separate scripts for different call phases or using the header structure to make it easy to navigate.
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Frequently Asked Questions
Q: Can an agent have multiple scripts available during one call?
A: Yes. If a call matches multiple scripts (e.g., one at the agency level and one at the queue level), all matching active scripts are available in the Call Script panel.
Q: Do scripts slow down the dialer?
A: No. Scripts are lightweight text content that loads almost instantly when a call connects. There is no impact on call connection speed or audio quality.
Q: Can agents edit scripts?
A: No. Only users with admin or supervisor permissions can create and edit scripts. Agents can only view scripts during calls. This ensures script integrity and compliance consistency.
Q: What happens if no script matches the call?
A: If no active scripts match the queue, department, or agency for a given call, the Call Script panel will simply be empty or hidden. The call proceeds normally.
Q: Can I use images in scripts?
A: The Quill editor supports links, so you can link to external images or resources. However, for best readability during calls, text-based content with strong formatting is recommended.
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Summary
Call Scripts in AgentTech Dialer are your tool for ensuring consistent, compliant, and effective conversations. Create richly formatted scripts with the Quill editor, use dynamic variables for personalization, assign them to the right queues and departments through scope settings, and let the platform automatically deliver the right script to the right agent at the right time. Combined with regular reviews and conversational writing, scripts transform your call center's consistency and compliance posture.
Last updated: February 24, 2026