Learn how to create and use Call Scripts in Shape Software to provide consistent conversations, improve customer experiences, and give agents instant access to talking points during live calls.
Call Scripts
Call Scripts provide your team with pre-built talking points, questions, rebuttals, and reference materials that can be viewed during a live phone call.
Rather than switching between documents, sticky notes, or external websites, users can access their scripts directly from Shape’s dialer while speaking with a customer.
Call Scripts help organizations deliver a more consistent customer experience while reducing training time and improving agent confidence.
Whether you’re onboarding a new loan officer, guiding an insurance agent through policy questions, or standardizing sales conversations, Call Scripts ensure everyone has the information they need exactly when they need it.
Creating and Managing Call Scripts
Administrators can create and maintain Call Scripts from the Manage Call Scripts settings page.
Navigate to:
Settings → Manage Call Scripts
From here, you can:
- Create new Call Scripts
- Edit existing scripts
- Organize scripts for your team
- Delete outdated scripts
- Apply rich HTML formatting
- Insert merge tokens for personalized conversations
Because Call Scripts support rich HTML formatting, you can create professional-looking conversation guides with headings, colors, tables, hyperlinks, images, bullet lists, and other formatting to improve readability during live calls.
Personalizing Scripts with Merge Tokens
Call Scripts support merge tokens, allowing customer information to be inserted automatically as the script is displayed.
Instead of manually entering customer information, tokens dynamically populate values directly from the record.
For example, your script might display:
Hi {{First Name}}, thanks for taking my call today. or I see you’re interested in the property located at {{Property Address}}.
Merge tokens help personalize conversations while reducing manual work for your team.
Building Dynamic Call Scripts with Custom UI
For organizations with more advanced workflows, Shape also supports building interactive Call Scripts using Custom UI.
Rather than displaying a traditional script, Custom UI allows your organization to create highly designed, guided experiences that adapt as the conversation progresses.
These interactive scripts can include:
- One question at a time
- Conditional questions based on previous answers
- Fillable forms
- Dynamic layouts
- Custom branding
- Interactive buttons
- Embedded calculators
- Knowledge base articles
- Third-party tools
- Customer-specific information
Many organizations design their Custom UI scripts to function like a guided interview or lead qualification wizard, helping users ask the right questions in the right order without needing to memorize complex processes.
For example:
None
Are you purchasing or refinancing?
Because the experience is fully interactive, users only see the questions relevant to the customer’s situation, creating a cleaner and more intuitive workflow.
Many organizations use this approach for:
Mortgage
- Loan qualification
- Purchase vs. refinance workflows
- Document collection
- Product recommendations
Insurance
- New policy quotes
- Coverage recommendations
- Claims intake
- Renewal conversations
General Sales
- Discovery calls
- Product qualification
- Appointment booking
- Customer onboarding
Accessing Call Scripts
Shape makes Call Scripts available wherever they’re needed most.
During a Phone Call
While you’re on an active call, simply click the Call Scripts button in the dialer to open the script panel.
The script remains available throughout the conversation, allowing you to reference talking points, qualification questions, and important information without leaving the call or interrupting your workflow.
This is the most common way agents use Call Scripts during live customer conversations.
From the Customer Record
Call Scripts can also be displayed as a dedicated tab within the customer record.
This allows users to review scripts before placing a call, reference important information while updating the record, or prepare for future conversations without needing to initiate a phone call.
Because the Call Scripts tab is part of the customer record, users can quickly move between customer information and their conversation guide from a single screen.
Why Use Call Scripts?
Call Scripts help teams provide a more consistent customer experience.
Benefits include:
- Standardized conversations
- Faster onboarding for new employees
- Improved compliance
- Reduced time searching for information
- Better objection handling
- Increased confidence during customer conversations
Because scripts are available inside the dialer, users never need to leave Shape while speaking with a customer.
Best Practices
Rather than writing lengthy paragraphs, create scripts that are easy to scan during a live conversation.
We recommend:
- ✓Use short sections and bullet points.
- ✓Highlight important questions.
- ✓Include common objections and responses.
- ✓Update scripts as your products and processes evolve.
- ✓Keep scripts conversational rather than word-for-word whenever possible.
A good Call Script should guide the conversation, not replace it.
Example Script Structure
Many organizations organize their scripts into sections similar to the following:
Greeting
Introduce yourself and verify the customer’s identity.
Discovery
Ask qualifying questions to better understand the customer’s needs.
Education
Explain products, services, or available options.
Objection Handling
Provide common responses to frequently asked questions or concerns.
Next Steps
Summarize the conversation and explain what happens next.
Breaking scripts into logical sections makes them much easier to follow during live conversations.
Call Scripts vs. Custom UI
While both features can provide information during a conversation, they serve different purposes.
Call Scripts
Custom UI
Designed specifically for live conversations
Designed for custom workflows and layouts
Quick reference during calls
Can include forms, embedded tools, and custom interfaces
Simple talking points and checklists
Interactive experiences and business processes
Organizations with highly interactive workflows often combine both features by embedding dynamic or conditional scripts within Custom UI.
Best Practices
- ✓Review scripts regularly.
- ✓Keep language natural and conversational.
- ✓Focus on helping agents ask better questions rather than reading word-for-word.
- ✓Organize information into logical sections.
- ✓Remove outdated products or messaging.
- ✓Include links to supporting resources when appropriate.
Frequently Asked Questions
Where do I access Call Scripts?+
Call Scripts are available directly from the dialer during an active call.
Can I use Call Scripts while talking to a customer?+
Yes. Call Scripts remain available throughout the conversation so you can reference them without leaving the call.
Are Call Scripts only for sales teams?+
No. Organizations use Call Scripts for sales, customer service, mortgage, insurance, support, onboarding, collections, and many other workflows.
Can Call Scripts help train new employees?+
Absolutely. Many organizations use Call Scripts to shorten onboarding time and help new employees follow established conversation guides until they become more comfortable.
Should agents read scripts word-for-word?+
Generally, no. Scripts are intended to guide conversations and ensure consistency, not replace natural communication.
What’s the difference between Call Scripts and Custom UI?+
Call Scripts provide quick reference material during calls. Custom UI is designed for more advanced workflows and can include interactive forms, embedded applications, and dynamic experiences.
Can I update Call Scripts?+
Yes. Administrators can maintain and update scripts as products, policies, or business processes change.
Can I personalize Call Scripts with customer information?+
Yes. Call Scripts support merge tokens, allowing you to dynamically insert information from the current record directly into the script. Common examples include: Customer name Phone number Email address Property address Loan information Policy information Custom field values
Can Call Scripts include notes from the customer record?+
Yes. You can use merge tokens to display information stored within the record, including customer notes and other available fields. This allows users to quickly reference important information while speaking with the customer without navigating away from the call.
Can I use images and rich formatting in my Call Scripts?+
Yes. Call Scripts support Shape’s rich text (WYSIWYG) editor, allowing you to create visually organized scripts using features such as: Headings Bold and italic text Text and background colors Bullet and numbered lists Tables Images Hyperlinks Different font sizes and styles Rich formatting makes scripts easier to read during live conversations and helps highlight important talking points.
Can I copy content from Microsoft Word?+
Yes. The Call Script editor supports pasting content from Microsoft Word and Excel. When pasting, you can choose whether to preserve the original formatting or clean the formatting before inserting the content into your script.
Can I access Call Scripts without making a phone call?+
Yes. If your organization has enabled the Call Scripts tab within the customer record, you can review scripts before placing a call or while updating a record. This allows users to prepare for conversations without needing to initiate an active call.
Who can create or edit Call Scripts?+
Users with the appropriate permissions can create and manage Call Scripts from Settings → Manage Call Scripts. Organizations often have managers or administrators maintain standardized scripts so all users are following the same conversation guides.
Can I create interactive or conditional Call Scripts?+
Yes. While standard Call Scripts provide rich text and merge tokens, organizations looking for more advanced workflows often use Custom UI to build interactive scripts. Custom UI can support: Conditional questions Guided qualification workflows Fillable forms Dynamic customer information Lead qualification funnels Embedded calculators or third-party tools This is a popular option for organizations that want a more guided experience than a traditional text-based script.
What’s the difference between Call Scripts and Custom UI?+
Call Scripts are designed to provide standardized talking points and reference material during customer conversations. Custom UI builds on that concept by allowing organizations to create fully interactive, conditional experiences with fillable fields, guided workflows, embedded tools, and custom layouts. For most organizations, Call Scripts are a great way to standardize conversations, while Custom UI is best suited for more advanced sales, qualification, or customer service workflows.