Writing your script
Teach it your business in plain language. What to include, what to leave out.
You are not programming. You are onboarding a receptionist on their first day. Write it the way you would explain the job to a person.
Open Studio in the app.
What to write
Five things, in plain sentences. No special syntax.
What you do, and where. "We do residential roof repair and replacement in Harris and Fort Bend County." Be specific about the area. It is how the assistant knows to stop wasting a caller's time.
What you do not do. The most valuable paragraph and the one everybody skips. "We do not do commercial. We do not do gutters alone. We do not work in Galveston." Every line here saves you an appointment you did not want.
What a good caller sounds like. "Homeowner, active leak or visible damage, owns the house." This is how it decides who to push toward booking.
What to do with everyone else. Take a message? Refer them? Politely end it? Say which.
Questions you always get, and the answers. Do you work with insurance. Are you licensed. How soon can you come out. Do you charge for an estimate. Write the real answers.
How to write it
Say it out loud first, then type that. If it reads like a policy document, it will sound like one.
Short sentences. The assistant speaks these.
Be concrete. "We usually get out within two business days" beats "we pride ourselves on rapid response."
No jargon your customers do not use. They say "my roof is leaking," not "emergency mitigation services."
What not to put in it
Prices, rates, or premiums. It will not say them and should not have them. See What it says and why.
Anything you cannot deliver. It will repeat your promises confidently to every caller.
Legal disclaimers. The AI disclosure is automatic. Add a recording notice if you call across state lines, and stop there. Nobody wants a receptionist who reads terms at them.
The whole company history. Callers want to know if you can help and when you can come.
A worked example
Bad:
We are a full-service provider committed to excellence in customer satisfaction across a wide range of residential solutions.
Good:
We do roof repair and full replacement for houses in Harris and Fort Bend County. We do not do commercial buildings or gutter-only jobs. If someone has an active leak, get them booked this week. Estimates are free and take about forty-five minutes. Yes, we work with insurance claims and have done a lot of them.
The second one tells the assistant how to handle a real call. The first one tells it nothing.
After you change it
Call your own number and listen. Every time. A change that reads well can land badly out loud.
Check the five things in Test before you go live.
When calls go wrong
Nearly every bad call traces back to this page:
| What happened | What to add |
|---|---|
| Booked someone outside your area | Your service area, explicitly |
| Booked a job you do not do | What you do not do |
| Could not answer an obvious question | That question and its answer |
| Qualified out someone good | Loosen what a good caller looks like |
| Sounded stiff | Rewrite it the way you would say it |
If the calls sound right but nobody books, the problem is usually Availability, not the script. See Calls and outcomes.