Skip to main content

Phone System: Call Scripts

Call Scripts in Stack's Web Dialer help you maintain consistent and productive conversations by providing a structured script during calls. This ensures accurate messaging and removes the need to switch tabs or search for notes.

Table of Contents​

What are Call Scripts?​

Call Scripts is a productivity tool within the Web Dialer that allows you to use predefined scripts during live calls. These scripts standardize conversations, ensure compliance, and support new agents by aligning everyone with the correct messaging at the right time.

Key Benefits of Call Scripts​

  • Provide agents with clear, consistent messaging
  • Improve call quality and outcomes with guided conversations
  • Reduce training time for new agents
  • Ensure compliance with required disclosures or phrasing
  • Save time by eliminating manual note-taking
  • Easily access and update scripts across your organization

How to Create Call Scripts​

Creating Call Scripts is straightforward. Once published, these scripts are instantly accessible to all agents in the Web Dialer.

Steps to Create a Call Script:​

  1. Navigate to Location Settings.
  2. Click on Phone Numbers.
  3. Scroll down to Advanced Settings.
  4. Click on Call Scripts.
  5. Select + Add Script.
  6. Enter a script name and the content of the script.
  7. Click Save.

How to Use Call Scripts in the Web Dialer​

Agents can access Call Scripts during live calls directly within the Web Dialer, keeping the entire workflow seamless and focused.

Steps to Use Call Scripts:​

  1. Start or receive a call using the Web Dialer.
  2. Click on the Scripts button within the dialer interface.
  3. Select a script from the dropdown list.
  4. Read or follow the script during the live call.

Device Compatibility​

  • Currently available only on the Web Dialer (desktop browser).
  • Mobile support is coming soon.

Frequently Asked Questions​

Q: Are Call Scripts visible to all users in a location?
Yes. All users in a location can access the full list of available scripts during a call.

Q: Can agents access Call Scripts on mobile devices?
No. Call Scripts are currently available only on the Web Dialer. Mobile app support will be added in a future release.

Q: Can I format text or add links in Call Scripts?
At this time, Call Scripts support plain text only. Rich formatting and hyperlinks are not supported.

Q: Will updates to scripts be reflected immediately?
Yes. Any updates made to a script will automatically be available to all users the next time they open the Web Dialer.

Explore the benefits of Call Scripts today to enhance your team's efficiency and consistency during calls!