Creating the conversation script
How to create a conversation script as a guardrail that gives the voice agent structure without dictating every word.
Last reviewed: 2026-07-22
What a conversation script is for
The script is the conversation guardrail of a campaign. It gives the voice agent structure and order without dictating every word. The agent phrases things naturally within these guardrails, responds to questions and may adjust the order slightly. It does not, however, deviate from the campaign goal.
A script is not a word-for-word text
A script is not a rigid read-aloud text. It describes the thread of the conversation: the opening, the central points and the intended close. The agent turns this structure into natural language. This keeps the conversation flexible while still bound to your settings.
Building a good script
Structure the script into clear sections:
- Opening: the reason for the call and a brief framing.
- Core part: the central points in a sensible order.
- Transition to the goal: towards the appointment, qualification or information.
- Close: a clear end to the conversation.
Make sure the agent asks at most one clear question per conversation step and does not re-ask details that have already been confirmed.
Keeping script, knowledge and AI layer separate
The script controls the flow, not the factual basis. Facts for questions belong in the knowledge, additional behavioural rules in the AI layer. This separation keeps each building block clear. The difference is explained in the article script vs. knowledge.
When you keep these building blocks cleanly separate, the script stays short and clear, and you can update facts without changing the conversation flow. An overloaded script that mixes facts and rules, by contrast, makes natural conversation harder for the agent.
Hinweis: Write the script as a guardrail, not as a word-for-word specification. Overly tight instructions make it harder for the agent to respond naturally to questions.