Script Overview
Written by Pat Parkhill
Updated at August 4th, 2025
The Script feature is a tool that enables you to build dynamic scripts to guide an agent through a variety of customer interactions (for example, onboarding, processing accounts, submitting surveys, diagnosing issues, and fulfilling orders). The tool functions as a set of navigation screens for an agent to traverse.
Based on your knowledge of your business workflows and the tasks that your agents need to complete while on a call, you can create scripts that can range from simple step-by-step guides to more complex scenarios involving conditional logic. You can make API calls to external web-enabled platforms and also trigger automated actions at certain points within your script. The information gathered through scripts is recorded and saved in the Contact Manager for analysis.