Writing a good script

Greeting and script are separate

The Voice Greeting is spoken word for word the moment the call connects. The script is the instructions for everything after that. Keep the greeting to one or two sentences.

A structure that works

Split the script into sections with ## headings. The same sections appear as cards on the Flow tab, where you can reorder them or switch one off — both views always stay in step.

## Identity & Purpose
You are {{agent_name}}, calling on behalf of {{business_name}}
to remind customers about their EMI.

## Facts
- Customer name: {{Name}}
- EMI amount: {{EMI}}
- Due date: {{Due Date}}

## Rules
- Use only the details given for this customer.
- Never pressure or threaten the customer.
- If they ask for a person, offer to transfer the call.

## Outcome
Note any promised date, callback time or reason they give.

The script editor has two views: Default (formatted) and Markdown (plain text).

Variables

Words in double curly braces are filled in for each call. {{agent_name}} is the AI employee's name and {{business_name}} is your company name. In a campaign or workflow, every column of your contact list is a variable too — a column called Due Date becomes {{Due Date}}.

• Matching ignores capital letters, spaces and underscores, so {{due_date}} also works.
• Common names work automatically: a Name column also fills {{customer_name}} and {{first_name}}.
• Variables work in the greeting too, for example Hello {{Name}}.

Tips

• Say what to do, not only what not to do. “Offer a callback” beats “don't argue”.
• Put business facts — prices, timings, policies — in the knowledge base, not the script.
• Tell it what to do when it doesn't know: take a message or offer a transfer, never guess.
• Write how people speak. The script is turned into speech, so avoid tables and long lists for the caller.
• Test after every change, and use Test before launch on workflows to try difficult callers.