How to configure and execute call scripts in the in-app web dialer

Maintaining conversation quality across a team of phone reps often falls apart when agents have to juggle multiple tabs, external document apps, or static cheat sheets. Built-in call scripts solve this operational friction by surfacing structured messaging directly inside the active web dialer interface.

By housing prompt text alongside call controls, administrators can ensure that every rep delivers standard disclosures, handles common objections smoothly, and logs details without leaving their browser screen.

Benefits of Integrated Scripting for Sales and Support

Deploying scripts directly inside the phone system offers several distinct advantages for growing agency teams and client operations:

• Eliminates tab switching: Reps keep their eyes on the contact record and call controls without navigating away to third-party document apps.
• Shortens rep onboarding: New team members follow proven messaging pathways immediately, reducing training overhead.
• Enforces compliance requirements: Legal disclaimers, recording notifications, or strict verification questions can be placed directly in front of callers.
• Centralizes messaging updates: When leadership adjusts campaign positioning, updating the master script automatically propagates the changes to all reps.

Managing Permissions and Script Governance

To maintain messaging integrity, script creation and editing rights are strictly restricted to administrative roles. Agency Owners, Location Admins, and Sub-Account Admins possess the necessary permissions to construct, alter, or remove scripts.

Standard account users—such as sales reps or account managers—have read-only access to published scripts during live calls. This prevents accidental edits or localized deviations from approved scripts.

How to Build a Call Script in Sub-Account Settings

Setting up a new script requires only a few steps inside the sub-account administrative panel.

1. Navigate to Location Settings from the main dashboard navigation.
2. Select Phone Numbers from the settings sub-menu.
3. Scroll to the Advanced Settings section and open the Call Scripts tab.
4. Select the Add Script option to open the script editor.
5. Assign a descriptive script title that clearly identifies its purpose or target campaign.
6. Input the required conversation prompts into the text area.
7. Save the script to publish it immediately across the sub-account dialer.

Accessing Scripts During Live Calls

Once published, scripts are immediately available to any team member initiating or answering calls through the browser-based dialer.

1. Open the Web Dialer and initiate an outbound call or accept an incoming line.
2. Locate and select the Scripts button integrated within the active dialer interface.
3. Choose the relevant script name from the populated dropdown menu.
4. Reference the displayed text throughout the duration of the call.

At present, call scripts are exclusively available within desktop browser environments using the Web Dialer. Mobile application support for scripts is not yet active.