How do I write a script for an AI calling agent?
Write an AI calling script as a goal, a short opening, a list of questions in order, approved answers to common questions, and clear rules on what not to say, rather than a word-for-word dialogue. The agent handles the phrasing. In Outpero, this goes into the AI employee's brief, which you refine from test-call transcripts.
Why not a word-for-word script
A telecaller script with fixed lines breaks the moment the customer says something unexpected. An AI agent works better from a brief: it knows the goal, the facts and the limits, and speaks naturally around them. The few lines that must be exact, such as the opening and any required disclosure, can still be written word for word.
The structure that works
- 01Opening, under ten seconds: who is calling, from which business, and why. 'This is Priya from Sunrise Dental, calling about the consultation you requested online.'
- 02Permission: ask whether it is a good time. If not, capture a callback time and end.
- 03Questions, in order of importance, so a short call still gets the critical answer first.
- 04Next step: a booking, details on WhatsApp, or a clear statement of who will follow up and when.
- 05Close: thank them and repeat what was agreed.
Supporting sections
- —Facts: prices, locations, timings, eligibility, and offers with end dates.
- —Common questions: the ten things customers ask most, each with your approved answer.
- —Objections: 'already bought', 'too expensive', 'just send details on WhatsApp', each with a calm response.
- —Never-do list: no discounts beyond what is approved, no medical, legal or financial advice, no pressure, and end the call if asked.
Write for the ear
People hear phone calls; they do not read them. Use short sentences, one question at a time, numbers written the way they are spoken, and the words your customers use. For Hindi, Tamil or Telugu calls, write sample lines in that language with the English words customers actually use, such as EMI, booking or site visit.
A Tamil opening example: 'வணக்கம், நீங்க online-ல consultation request பண்ணியிருந்தீங்க, இப்போ ரெண்டு நிமிஷம் பேசலாமா?' (Hello, you had requested a consultation online, can we talk for two minutes now?)
Inbound briefs are different
If the AI employee also answers calls to your business number, write a separate brief for that. Inbound callers start the conversation, so the brief needs a greeting, a quick way to find out why they called, and short paths for the four or five most common reasons.
Test and edit
Call the agent as five different customers, read every transcript, and change the brief where it went wrong. Most fixes are missing facts or unclear priorities, not wording.
Want to hear an AI voice agent handle this on a real call?