Call script anatomy: greeting, steps, FAQs, end rules and strictness

The Call script tab is the caller's working script, up to 40,000 characters in total. The counter at the top shows steps and characters. Place a test call to your phone to hear any change.

Opens with

The greeting is spoken exactly as written as soon as the call connects. Keep it short, say which business is calling, and use {{customer_name}} to make it personal. The Variable button beside it inserts any lead variable.

Steps

Steps are numbered; the first is tagged Start. Each has a name and a description of what the caller should do. Add a step adds one, and the × removes it. A good step states the goal, then gives one sample line introduced by “For example you might say:”, so the caller gets the tone without reading a fixed line. Every drafted step is written this way, and it is worth keeping when you edit by hand.

The FAQs step

The last step is named FAQs and holds common questions as Q: … A: … lines. It always carries one rule: the caller answers only from this text, and for anything not covered it says it does not know, tells the person someone will confirm, and moves on. This stops it inventing prices, dates or availability. Business facts (price lists, timings, addresses) go in the Knowledge tab; the FAQs step is for the wording.

When the call ends

The caller uses rules to decide when to hang up, not the step it has reached, so the person on the line can keep talking until they are done. The Default rule always applies: end the call once the goal is met and the person has nothing else to ask, when they opt out, or when they ask to end. Add your own under Your extra rules (one per line), for example “If they firmly say they're not interested, thank them warmly and end.” A callback the person asks for is booked at the time they give, confirmed once, and the call ends.

How strictly it follows the script

The slider sets how much freedom the caller has. The default is 2.

1. Flexible: the steps are a loose guide; follow the person's lead and improvise, never inventing facts.
2. Mostly flexible: follow the steps in order but adapt the wording freely.
3. Balanced: follow the steps and their order; keep the wording close to the script.
4. Mostly strict: follow the steps closely and in order; do not skip steps; stay on topic.
5. Strict: follow the script wording as closely as possible; do not wander or add unscripted content.

Use 1–2 when the person sets the pace (enquiries, follow-ups) and 4–5 when every line matters (consent wording, verification, a fixed offer).

Saving, importing and exporting

Save script saves to the draft; real calls use it only after Make changes live. The script menu exports a JSON file you can import into another caller with Import a script file (JSON). The Settings tab also has Use my prompt as written, which adds nothing except the basic safety rules, and a Call time limit (60–3,600 seconds, default 600) for every call.