{"id":99,"date":"2022-04-28T16:08:38","date_gmt":"2022-04-28T16:08:38","guid":{"rendered":"https:\/\/www.answerconnect.co.uk\/helpcentre\/?p=99"},"modified":"2026-02-26T07:53:35","modified_gmt":"2026-02-26T07:53:35","slug":"how-do-you-know-what-to-say-on-my-calls","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/help-center\/getting-started\/how-do-you-know-what-to-say-on-my-calls\/","title":{"rendered":"How do you know what to say on my calls?"},"content":{"rendered":"\n<p style=\"font-size:18px\">We build a <a href=\"https:\/\/www.answerconnect.com\/blog\/resources\/script-for-a-receptionist-answering-phone-calls\/\" target=\"_blank\" rel=\"noreferrer noopener\">custom script<\/a> 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What\u2019s in the script?<\/strong><\/h2>\n\n\n\n<p style=\"font-size:18px\">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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storage.googleapis.com\/anct-helpcenter\/1\/2022\/04\/new-CallScripting-optimized-4.gif\" alt=\"\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Script features include:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\"><strong>Custom answer phrases<\/strong>: Choose how we greet your callers.<br><\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Verbatim scripting<\/strong>: Highlight anything you\u2019d like us to say word-for-word.<br><\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>After-hours scripting<\/strong>: Set different instructions for evenings, weekends, or holidays.<br><\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Timed scripting<\/strong>: Adjust what we say or ask depending on the time of day.<br><\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Special instructions<\/strong>: Add key guidance for our receptionists &#8211; these appear at the top of your script.<br><\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Contact verification<\/strong>: Recognise repeat callers and greet them by name for a VIP experience. <a href=\"https:\/\/www.answerconnect.com\/blog\/resources\/how-to-verify-contacts\/\" target=\"_blank\" rel=\"noreferrer noopener\">Learn how to verify contacts <\/a><br><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What about your agents?<\/strong><\/h2>\n\n\n\n<p style=\"font-size:18px\">Every call is answered by a trained AnswerConnect receptionist. While they follow your script, they\u2019re also skilled at responding naturally, so conversations stay warm, helpful, and human.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Can I review or update my script?<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storage.googleapis.com\/anct-helpcenter\/1\/2022\/04\/How-do-you-know-what-to-say-on-my-calls-Optimised-4.gif\" alt=\"\"\/><\/figure>\n\n\n\n<p>You can make content changes to the existing script by navigating to the \u2018Call Flow\u2019 section. However, if you\u2019d like to add, remove, or insert a new instruction, please reach out to our Client Services team <\/p>\n\n\n\n<p><strong>US clients:<\/strong>\u00a0<a href=\"tel:800-531-5828\" target=\"_blank\" rel=\"noreferrer noopener\">800-531-5828<\/a>\u00a0|\u00a0<a href=\"mailto:clientservices@answerconnect.com\" target=\"_blank\" rel=\"noreferrer noopener\">clientservices@answerconnect.com<\/a><br><strong>Canada clients:<\/strong>\u00a0<a href=\"tel:800-858-1625\" target=\"_blank\" rel=\"noreferrer noopener\">800-858-1625<\/a>\u00a0|\u00a0<a href=\"mailto:help@answerconnect.com\" target=\"_blank\" rel=\"noreferrer noopener\">help@answerconnect.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,27,9,42,43],"tags":[166],"class_list":["post-99","post","type-post","status-publish","format-standard","hentry","category-getting-started","category-script","category-scripting","category-scripting-script","category-scripting-scripting","tag-scripting"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How do you know what to say on my calls? - Help Center | AnswerConnect<\/title>\n<meta name=\"description\" content=\"How do we know what to say when we take your calls? 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