Call Scripts & Objection Handling

Call Scripts & Objection Handling

Call scripts give your team a structured path to follow during sales conversations. Objection responses provide ready-made answers for common pushback. Together, they form your Playbook — the foundation of consistent, repeatable selling.

Accessing the Playbook

Click Playbook in the left sidebar. You'll see two tabs at the top:

• Call Scripts: Step-by-step conversation guides
• Objection Responses: Pre-written answers to common objections

Call Scripts

Creating a Script

1. Click the Call Scripts tab
2. Click + Create Script
3. Enter a name (e.g., "Cold Call — B2B SaaS" or "Inbound Demo Follow-Up")
4. Choose a category: Cold Call, Follow-Up, Inbound, Closing, or Objection Handling
5. Optionally add a description explaining when the script should be used
6. Click Create

The system automatically generates four starter steps to get you going: Intro → Question → Pitch → Closing. You can edit, reorder, add, or remove steps from there.

Understanding Script Steps (Nodes)

Each step in a script is called a node. Every node has:

• Type: What kind of step it is — Intro, Question, Objection, Pitch, Closing, Follow-Up, or Custom
• Content: The actual words the agent should say or the talking point to cover
• Coaching Tip: A note for the AI coach — when this step comes up during a call, the AI uses this tip to guide its real-time suggestions
• Branches: Optional paths that lead to different next steps based on how the prospect responds

For example, a Question node might say: "What's your biggest challenge with your current solution?" with a coaching tip: "Listen for pain points related to efficiency or cost — these tie into our value prop."

Branching Logic

Scripts aren't just linear — they can branch. If a prospect raises a price objection during your pitch, a branch can route the agent to an Objection node with price-specific talking points, then back to Closing.

To add a branch, edit a node and define the condition (e.g., "Prospect objects on price") and the target node it should jump to.

Tracking Script Performance

Each script tracks:

• Total Uses: How many times agents have followed this script
• Conversion Rate: What percentage of calls using this script resulted in a positive outcome
• Node Performance: For each step, how many times it was reached and how often the outcome was positive or negative

This data helps you identify which scripts work best and which steps need improvement.

Activating and Deactivating Scripts

Toggle a script Active or Inactive using the switch on the script card. Inactive scripts are hidden from agents during calls but preserved for future use.

Objection Responses

Creating an Objection Response

1. Click the Objection Responses tab
2. Click + Add Response
3. Enter the objection the prospect might say (e.g., "It's too expensive" or "We're locked into a contract")
4. Choose a category: Price, Timing, Competition, Authority, or Need
5. Type your recommended responses — one per line. You can add multiple options so agents can pick the one that fits the moment.
6. Optionally add a coaching tip with extra context (e.g., "Pivot to ROI if they push back on price twice")
7. Click Save

Using Objection Responses

When an agent encounters an objection during a call, they can:

• Check the Objection Responses tab in the Playbook for reference
• Rely on the AI coach, which automatically detects objections in real time and suggests relevant responses from your playbook

The AI coaching engine reads your objection responses and uses them to generate suggestions during live calls. The more complete your objection library, the better the AI can help your team.

How Scripts Feed the AI Coach

Your playbook isn't just a reference document — it actively powers the AI coaching engine:

1. Coaching tips on each script node tell the AI what to emphasize at each stage of the conversation
2. Objection responses give the AI a library of company-approved answers to suggest in real time
3. Performance data helps the AI learn which approaches work best for your team
4. Agent feedback (thumbs up/down on coaching suggestions) personalizes the AI for each rep over time

The more detailed your scripts and objection responses, the smarter and more relevant the AI coaching becomes.