We build a custom script for your account based on your exact preferences. This starts with a personalised answer phrase (the greeting we use when picking up your calls) and a clear call flow that guides our receptionists through each conversation.
What’s in the script?
The script uses a dynamic decision tree. Our receptionists select options based on what the caller says, and the script updates in real time with the right instructions and fields to collect.
The script uses a dynamic decision tree. Our receptionists select options based on what the caller says, and the script updates in real time with the right instructions and fields to collect.
Script features include:
- Custom answer phrases: Choose how we greet your callers.
- Verbatim scripting: Highlight anything you’d like us to say word-for-word.
- After-hours scripting: Set different instructions for evenings, weekends, or holidays.
- Timed scripting: Adjust what we say or ask depending on the time of day.
- Special instructions: Add key guidance for our receptionists – these appear at the top of your script.
- Contact verification: Recognise repeat callers and greet them by name for a VIP experience. Learn how to verify contacts
What about your agents?
Every call is answered by a trained AnswerConnect receptionist. While they follow your script, they’re also skilled at responding naturally, so conversations stay warm, helpful, and human.
Can I review or update my script?
You can make content changes to the existing script by navigating to the ‘Call Flow’ section. However, if you’d like to add, remove, or insert a new instruction, please reach out to our Client Services team at clientservices@answerconnect.com or 800-531-5828