Call Scripts and Custom Call Flows in Shape
Communication and Calling Tools
Handle calls, texts, and emails inside Shape for clear, organized conversations.
Call Scripts and Custom Call Flows in Shape
Call scripts in Shape are designed to support high volume outbound calling, especially for sales teams, call centers, and SDR workflows. They provide structured guidance while allowing flexibility and real time access to key contact data during live conversations.
What Call Scripts Are Used For
Call scripts help standardize conversations while giving users confidence on the phone, especially when handling objections, pitching products, or introducing new programs.
They are commonly used to:
- Guide new team members through conversations
- Maintain consistency across outbound calls
- Support rebuttals and talking points
- Improve efficiency during high call volume
Prebuilt Call Scripts by Industry
Depending on your industry template, Shape includes prebuilt call scripts based on best practices. These scripts are available immediately and can be used as is or customized to match your workflow. Scripts typically include structured prompts such as greetings, referral questions, pitch language, and rebuttal handling.
Using Tokens in Call Scripts
Call scripts support tokens that automatically pull data from the contact record, allowing users to focus on the conversation instead of searching for information.
Common tokens include:
- Lead first name
- Assigned user name
- Company name
- Contact email
These tokens dynamically populate as soon as the script is opened.
Accessing Call Scripts from the Contact Record
Call scripts are available directly within the contact record through workflow tabs. When opened, the script automatically fills in tokenized information and allows users to quickly switch between different scripts during the call. This keeps everything centralized without opening additional tabs or windows.
Accessing Call Scripts from the Dialer
Call scripts can also be opened directly from the dialer during an active call. This allows users to navigate list views or other areas of the system while keeping the script visible in the dialer panel. This setup is especially helpful for outbound calling workflows where speed and efficiency matter.
Custom UI and Dynamic Call Flows
Beyond standard call scripts, Shape offers Custom UI, which allows teams to build dynamic intake flows instead of static scripts.
Custom UI flows can:
- Walk users through guided questions
- Display contextual tips during calls
- Collect structured responses in real time
- Adapt based on department or role
These flows behave like interactive scripts that guide the conversation while capturing information directly into the system.
Why This Matters
Call scripts and Custom UI help teams stay consistent, confident, and efficient during live calls. Whether using simple scripted guidance or fully dynamic intake flows, Shape ensures users always have the right information at the right moment without disrupting their workflow.
