Skip to main content

​
Introduction

If your team already has a phone call script, it is the best brief an agent can get. Pick I have a call script under the template gallery (next to Generate with AI and Start with Blank Agent). The script and the website are read for different things: Where the script and the website disagree (a different price, say), the script wins.

​
Step 1: Script

Upload a file with Upload file, drag it onto the Call script box, or paste the text there. The file’s text appears in the box, so you can still edit it before the analysis.
  • Supported formats: PDF, DOCX, TXT, MD.
  • Files of up to 10 MB; up to 60,000 characters of text are analyzed (about 30 pages). A longer script is cut, and the preview warns you.
  • The script needs at least 80 characters. Anything shorter is a goal rather than a script; use Generate with AI for that.
The limit is higher than for the file import in the Knowledge / FAQ box of the templates (2 MB), because that text goes into the prompt as it is. A script is not pasted into the prompt whole: the AI extracts the conversation structure from it, so it can be longer.
Optionally enter:
  • your company website: used for the facts the script leaves out,
  • the company name: when it should differ from the script and website,
  • the agent’s language.

​
Step 2: Preview

The analysis usually takes 15-40 seconds. Before the agent is created you see a preview, where every part is marked with its source: From script or From website.
  • Conversation (from the script): call direction, goal, greeting, steps and questions in the script’s order, mandatory statements, objection replies, details to collect.
  • Company facts: each fact with its own source.
  • Frequent questions: the script’s answers come first; questions the script does not cover are added from the website.
  • Notes from the website: extra knowledge for the agent.
When the script and the website disagree, a list of the differences, with both versions, appears above the preview. The agent uses the script’s. If the website cannot be read, the agent is built from the script alone and the preview tells you so. At the bottom, set the company name on the call (how the agent introduces the company), the language and the voice. Click Create agent to build it, or Edit the script to go back to the text.

​
What goes into the agent

The agent is built on the general-purpose template:
  • the script’s greeting becomes the agent’s first message, word for word. If it does not say the agent is an AI, the agent says so in its first reply - the caller has to know (EU AI Act, art. 50),
  • the steps become the conversation plan, in the same order. The script’s section headings (“OPENING”, “NEEDS”) are not steps of their own - at most they prefix the step they introduce (“Opening: give the reason for the call and invite to…”). The plan holds up to 20 steps; a longer script is shortened from the middle, never from the end - booking, summary and goodbye stay, and the preview says how many steps were left out,
  • the goodbye step tells the agent to hang up with the end_call tool, and the booking step - when the agent has booking enabled - to call book_appointment,
  • mandatory statements get their own prompt section: the agent says them word for word, where the script puts them,
  • objection replies get their own section: the agent answers an objection at most twice and, if the caller still says no, politely ends the call,
  • the form of address: when the script consistently says “Pani” (or “Pan”, “Państwo”, “Ty”), the agent keeps that form for the whole call, even where the website is written in the informal “you”. Website FAQ entries in another form, or contradicting the script, are left out,
  • contact details from the website are used only when complete: a cut-off phone number or e-mail is dropped, and one branch’s hours do not become the whole company’s (they go into the website notes, with the branch’s name),
  • the facts (offer, prices, hours) go into the agent’s knowledge base, and the contact details into the company details.
You can change everything later in the agent editor.
Before the first real call, run a test call and check that the agent gives the recording notice at the start of the call.

​
API

The same flow is available through the API: POST /agent-templates/analyze-script returns the preview (with a source on every value and a conflicts list), and POST /agents/from-script creates the agent from it. To turn a script file into text, use POST /agent-templates/extract-text?purpose=script.