Build a script from a business interview

Steps

1. In built by AI, pick a call type and press Start the interview.
2. Check the sources: the agent and the knowledge bases to read. You can change them at any time; your answers are kept.
3. Answer each question in the box, or press Speak and check what was heard before you send it. When your sources already say something, just confirm it or say it changed.
4. Use Skip, Back and Repeat as needed, or say them. Hands-free mode reads each question aloud and listens; Stop is always there.
5. Watch the topics and the coverage. Before you finish, the interview asks about topics still not covered.
6. Check anything listed under Check before the build, then press Build the script and Open in the diagram editor. Save the script there.

Tips

• The interview starts from what your agent, knowledge bases, business hours and earlier answers already say, and shows where each answer came from.
• Questions follow what callers of your kind of business ask most, then high-risk matters (complaints, emergencies, the limits of advice, transfers), then rarer cases.
• A short or vague answer gets one follow-up question.
• Spoken answers go into the same answers as typed ones. An answer with numbers or times, or one the microphone was unsure of, is flagged for you to confirm.
• Answers that disagree (for example, two different closing times) are shown before the build. Confirm them, or build with them left as fill-in steps.
• Each answer becomes a step in the diagram: what callers ask, what the agent says, and where the call goes next (one of your lines, a call-back request, or the end).
• Topics you skip, or answers not confirmed, become steps marked Fill in. Calls skip them until you fill them in; nothing is invented.
• Your answers are saved for this workspace and offered again in your next interview. Answers your knowledge base does not have yet appear in Suggestions for you to approve.
• Pause and resume later: open interviews are listed at the top of Scripts.

Good to know

• The interview never invents prices, partners, bookings or payments, and transfers only to your own lines.
• Voice answers need a browser that can recognise speech and access to the microphone; typing always works.
• Nothing changes on calls until you save the script in the diagram editor.

Related how-tos

• 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.
• 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.
• 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.