Your AI employees
Call script & flow
The welcome message plus an editable, multi-section flow that makes up the body of every conversation.
Last updated: 26 July 2026
Anatomy of a call
Every employee's conversation is built from one welcome line plus a flow of editable sections. You can add, remove, reorder, or rewrite almost any section — the one exception is a standing FAQs section, described below.
The default shape: Identity → Greeting → Qualify → Objections → Call to action → Closing.
That's the default shape Sancharya drafts for you, but it's a starting point, not a template you're locked into. A survey employee might drop "objections" entirely; a collections reminder might skip straight from greeting to call-to-action.
- Welcome message — The very first line the caller hears — sets the tone for everything after it.
- Call flow sections — The body of the conversation. Reorder them by dragging, edit any section's wording directly, or delete ones you don't need.
- Call end rules — Free-text conditions describing how and when the call should wrap up — e.g. "end politely once a site-visit time is agreed."
- FAQs section — Every employee automatically gets an always-on FAQs section for handling questions that fall outside the main flow. It can't be removed, though what's in it is entirely yours to edit.
Script strictness
A single 1–5 dial that controls how tightly the employee sticks to your written words.
At the flexible end (1), the employee treats your script as a goal and talking points — it'll improvise naturally around interruptions, unexpected questions, or a caller who wants to chat before getting to business.
At the strict end (5), it follows your wording closely and won't wander from it even if the caller pushes.
Example: A loan-collections employee is set to strict (5) because every word matters for compliance — no improvising on repayment terms. A friendly appointment-reminder employee is set to flexible (2) so it can chat naturally if a customer wants to ask an unrelated question before confirming their slot.
Variables
Two kinds of variables feed into the script, and they come from different places:
- Pre-call variables — Arrive with the lead — name, budget, source, whatever your webhook or CSV sends — and show up in the script as {{placeholders}}.
- Captured variables — Extracted live, during the call itself, by listening to what the caller actually says — reviewed and adjustable afterward in Post-call.