Call Scripts in PXME

Overview

Call Scripts in PXME help agents stay focused and consistent during live calls. They provide structured messaging, improve call outcomes, reduce training time for new staff, and ensure compliance with company and legal requirements. Scripts are accessible both on desktop and mobile, making them a powerful tool for delivering a smooth and professional customer experience.

Key Features and Benefits

• Clear and Consistent Messaging – Scripts ensure agents deliver uniform information on every call.

• Improved Call Quality – Guided conversations help agents handle calls more effectively.

• Faster Onboarding – New team members learn faster by following predefined scripts.

• Compliance Assurance – Scripts make it easier to stay aligned with legal or company-specific requirements.

• Mobile App Access – Agents can follow scripts on both desktop and mobile for consistency across devices.

How to Create Call Scripts (Admins Only)

Only PXME Admins can create or edit Call Scripts. Other users can view and use them during live calls.

1. Go to Settings (bottom left).

2. Select Phone Numbers from the side menu.

3. Click Advanced Settings at the top.

4. Select Call Scripts.

5. Click Add Script.

6. Enter the name of your script and add the script content.

7. Click Save.

How to Use Call Scripts

Web Dialer

1. Start or receive a call in the Web Dialer.

2. Click the Scripts button in the dialer interface.

3. Select the script you want to use.

4. Follow along during the live call without leaving the dialer screen.

Mobile App

• Tap the script icon during a call to instantly pull up the correct script.

• Available on LeadConnector v3.103.4 and above.

Pro Tips

• Update Regularly – Keep scripts current with company policies or compliance changes.

• Add Personalization – Build in placeholders for names, dates, or reference numbers.

• Test and Review – Use scripts in real calls, gather agent feedback, and refine as needed.

FAQs

Q1: Who can create or edit Call Scripts?
Only Admins can create or edit scripts. All other users can only view and use them.

Q2: Are Call Scripts available on mobile?
Yes, they can be accessed during calls in the PXME mobile app.

Q3: Can I format text or add links in scripts?
Not yet. Call Scripts currently only support plain text.

Q4: How soon are updates reflected?
Updates appear instantly for all users once they open the Dialer.

Q5: Can agents use scripts without leaving the dialer?
Yes, scripts are integrated into the dialer for seamless access.