Who This Is For / When to Use
Admins who need to create or manage standardized call scripts.
Agents who want guided prompts during live calls on web or mobile.
Teams that require consistent messaging, compliance language, or call flow support.
What Are Call Scripts
Call Scripts are predefined text prompts that appear inside the Kyrios dialer during live calls.
They are designed to:
Keep agents on track during conversations.
Ensure consistent language across teams.
Support compliance or required disclosures.
Improve confidence and efficiency for new agents.
Call Scripts are available in both:
Web Dialer
Mobile App Dialer
How to Create Call Scripts (Admin Only)
Only Admin users can create or edit Call Scripts.
Steps to Create a Call Script
Go to Location Settings (bottom-left of the platform).
Click Phone Numbers in the side menu.
Select Advanced Settings at the top.
Click Call Scripts.
Click Add Scripts.
Enter a script name and the script content.
Click Save.
Result:
The Call Script is immediately available to all users during live calls.
How to Use Call Scripts in the Web Dialer
Agents can access scripts during an active call without leaving the dialer.
Steps (Web Dialer)
Start or receive a call.
Click the Scripts button inside the dialer.
Select the desired Call Script from the list.
Follow the script while speaking with the contact.
Result:
The script stays visible during the call for easy reference.
How to Use Call Scripts in the Mobile App
Call Scripts are fully supported in the Kyrios mobile app.
Steps (Mobile App)
Start or receive a call in the mobile app.
Tap the Scripts icon at the bottom of the call screen.
Select the script you want to use.
Follow the script during the call.
Result:
Agents can reference scripts in real time while on mobile calls.
Permissions and Access Rules
Admins: Can create, edit, and delete Call Scripts.
Non-Admins: Can view and use Call Scripts during calls but cannot edit them.
Script Formatting Rules
Call Scripts support plain text only.
Rich text formatting and hyperlinks are not supported.
Scripts can include placeholders for personalization (e.g., customer name, reference number).
Availability
Available in Kyrios version v3.103.4 and above.
Supported on both web and mobile dialers.
Best Practices for Call Scripts
Review and update scripts regularly to reflect policy or compliance changes.
Keep scripts concise and easy to scan during live conversations.
Add personalization placeholders to improve customer experience.
Test scripts with agents and gather feedback for refinement.
FAQ
Who can create or edit Call Scripts?
Only Admin users can create or edit Call Scripts. Other users can view and use them during calls.
Are Call Scripts available on mobile devices?
Yes. Call Scripts are available in the Kyrios mobile app during live calls.
Can Call Scripts include formatted text or links?
No. Call Scripts support plain text only. Formatting and hyperlinks are not supported.
Do updates to Call Scripts apply immediately?
Yes. Changes are reflected instantly and become available the next time users open the dialer.
Can agents use Call Scripts without leaving the dialer?
Yes. Scripts open directly inside the dialer during live calls.
Can Call Scripts be personalized?
Yes. You can include placeholders for customer-specific information such as names or reference numbers.
How should Call Scripts be reviewed for effectiveness?
Have agents use them in real calls, collect feedback, and refine wording for clarity, flow, and usability.