Scripts, SOPs & Support Playbooks
The words agents actually use, agreed with you before anyone hears them.
A script is not a document agents read verbatim — a rigidly-read script is audible and customers dislike it. It is a structured set of approved language that guides a natural conversation toward the outcomes you want, while keeping every claim traceable back to something you signed off.
What gets built
- Call opening and greeting, in your business name
- Customer verification steps, where relevant
- Qualification questions, in the order that reads naturally
- Common answers to your most frequent questions
- Objection handling for the responses you hear repeatedly
- Hold and transfer procedure
- Escalation language — what the agent says while handing a conversation off
- Appointment booking flow and confirmation wording
- Voicemail scripts, for both leaving and following up
- Follow-up cadence and wording across multiple attempts
- Email templates for the recurring situations
- Chat macros for fast, consistent replies
- Ticket macros for helpdesk categorisation and response
Sample playbook layout
A representative structure, not the actual content of any live campaign.
| Section | Example content |
|---|---|
| Opening | "Thanks for calling [Business] — this is [Agent], how can I help today?" |
| Qualifying | "Before I book that in, can I check a couple of quick details?" |
| Objection: "I need to think about it" | "Totally understand — what would be most useful to think through first?" |
| Escalation handover | "I want to make sure this gets the right attention — let me bring in [Name] from our team." |
| Booking confirmation | "You are confirmed for [date/time]. I will send that over by email now." |
Approval before use
Nothing goes live without your written sign-off, because the claims a script makes are your claims. Draft scripts are built from the material gathered during knowledge transfer; if you already have scripts, we adapt and tighten rather than replace them.
Related services
FAQs on this stage
Can you help create scripts?
Yes. If you do not have scripts yet we can draft them from your product material and existing conversations. You review and approve everything before it is used, because the claims in a script are your claims.