Call scripts
Call scripts are reusable scripts for calls and first outreach, kept in Settings so the whole team works from the same text. They standardize the opener, the qualifying questions and the answers to the most common objections, instead of leaving everyone to improvise.
Every sales team has a way of opening a call that works, and it almost always lives in the heads of two or three people. New hires repeat whatever they overheard across the desk. Call scripts exist to write that way down once and keep it available to everyone, always in the same version.
Where it lives
Open Settings and, under the Channels and communication category, go into Call scripts. Creating, editing and deleting a script is an action for whoever administers the organization's settings. Everyone else opens the page to read the text.
Creating a script
- In Settings, Channels and communication, open Call scripts.
- Click New script.
- Fill in the Name with something that names the situation, for example Prospecting opener.
- Write the full text in the Script field. The field is free-form and takes a long script, with line breaks.
- Click Save. The script joins the list, sorted alphabetically by name.
To change a script, use Edit on its row; to take it off the list, use Delete, which asks for confirmation. Deleting removes the script for the whole organization and it does not go through the Trash, so prefer editing while the text is still of any use.
How the team uses a script
The scripts live on this Settings page, which works as the team's script library. The system does not display the text automatically during a call and does not drop the script into another screen: the person opens the page, reads or copies the script and runs the conversation. In practice, teams tend to keep the page open in a tab next to the record they are working.
Good practice
- One script per situation, not one giant script. The opener, the lead follow-up, the win-back and the objections all deserve entries of their own.
- Write the questions in the order they should be asked. A script is there to give the conversation a sequence, not just words.
- Make it obvious in the text what is meant to be said verbatim and what is guidance, for example by putting the instructions on a line of their own.
- Revise it after listening to real recordings. A script nobody follows is a sign that the text is wrong, not the team.
- Avoid writing real customer names and personal data into a script: the text is visible to anyone who opens the page.