Script diagram
See a script as steps and branches, move and edit them, and save it once for every line, agent and campaign that uses it.
Where to find it
Campaigns › Scripts › Diagram (or New diagram)
Open this screen
Steps
- Open Campaigns › Scripts and press Diagram on a script, or New diagram.
- Click a step to select it and drag it to move it. Double-click a step to change what the agent says, or edit it in the side panel.
- Add a step with Add step, or with Add a next step in the side panel. Connect two steps by dragging from the lower dot of one to the other, or with Connect to….
- On a Branch on answer step, name each answer on its way out, for example yes or not interested.
- Press Auto-layout to line the steps up from top to bottom. Undo and Redo take back any change.
- Fix anything listed under Check before saving, then press Save. The confirmation lists every place that uses the script; press Save and update all.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Greeting | Where the call starts. | — |
| Question | Something the agent asks. | — |
| Branch on answer | Splits the call by the answer. | — |
| Answer from knowledge | The agent answers from your knowledge base. | — |
| Objection | How to handle a pushback, such as no time. | — |
| Transfer | Puts the caller through to one of your lines. | — |
| Voicemail | What happens on voicemail. | — |
| End | Ends the call, with a Result code. | — |
| Text | The words every agent reads; edit them and press Use this text for the diagram. | — |
Troubleshooting
"Fix the marked steps before saving."
A step is marked under Check before saving, for example a step with no way out. Fix each one.
"Give the script a title."
Enter a title before saving.
"The diagram has too many steps."
Remove steps; a diagram holds up to 60.
"You can view this script. Managers and admins can edit it."
Members can only view. Ask a manager or administrator.
Tips
- Keyboard: Tab to a step, Enter or Space selects it and the arrow keys move it, Enter again edits its text, Delete removes it, Escape cancels. Ctrl/⌘+Z undoes, Shift+Ctrl/⌘+Z redoes.
- An outbound script opens with your business name, who is calling (as an AI assistant) and why, and has a path for a person who asks not to be called again.
- On a phone the diagram is a numbered list of steps with their answers; tap a step to edit it.
- built by AI starts by asking for a call type, then offers a short interview about your business. Steps marked Fill in need your details; calls skip them until you fill them in.
- Call settings has the call type and, for an outbound script, a voicemail switch: off by default, so the agent hangs up on an answering machine without a message.
Good to know
- The agent says each step in its own words: the diagram is guidance, not a recording.
- Saving changes this workspace only.
- Up to 60 steps, including a draft from built by AI.
Related how-tos
- Scripts Keep the call scripts your staff and AI agents follow: write them, draft them with AI, draw them as diagrams and attach them to lines, campaigns and batch calls.
- Draft a diagram with built by AI Have AI draft the whole call diagram from your description, this script, a product's material or your knowledge base.
- See, compare and restore script versions See every saved version of a script, compare one with the current version, and restore an older one.
- See where a script is used and give one place its own copy See every line, agent, campaign and batch that reads a script, and split one of them off with its own copy.
- Use the ready-made call scripts Read a ready-made call script as text or a diagram, copy it into your own scripts, or add its result codes as call outcomes.
- Call campaigns Group your calling work: each campaign sells one product or service to one list, with a daily call target and its progress.
- Outbound call agents (AI batches) Have your AI agent call a list of numbers, one at a time, with the goal and calling instructions you set, and see what came of each call.
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Start built by AI from a call type built by AI first asks what kind of call the script is for. Each of the 23 call types has its own structure and rules; the AI fills it with your agent's information and marks anything it does not know for you to fill in.
- Build a script from a business interview After you pick a call type, built by AI talks with you about your business, one question at a time, by text or voice. It reads your agent and knowledge bases first, asks about what callers really ask, and builds the diagram live as you answer.