Scripts

Overview

Aelo’s Scripts feature lets you define structured sales scripts — step-by-step conversation guides that agents should follow. When linked to a project, Aelo measures how closely each conversation adheres to the script and includes the result in the quality analysis.

What is a Sales Script?

A sales script is an ordered sequence of steps that define the ideal conversation flow. Each step contains:

• Step name — a short label (e.g., “Opening”, “Needs Discovery”, “Product Pitch”)
• Description — what the agent should accomplish in this step
• Required phrases — specific words or phrases the agent should use
• Order — position in the conversation flow

Creating a Script

Client Admin

1. Open Analysis Setup → Scripts in the main menu.
2. Click Create Script.
3. Add a name and description for the script.
4. Add steps one by one:
   • Enter the step name and description.
   • Optionally add required phrases.
   • Reorder steps by dragging.
5. Click Save.

Script Adherence Scoring

When a project has a linked script, the AI evaluates how well each conversation follows the script:

• Overall adherence score (0–100%) — how closely the agent followed the script
• Step-by-step breakdown — which steps were completed, partially completed, or missed
• Required phrase detection — which mandatory phrases were said

The adherence score is shown in the record detail view under the Script Adherence tab.

Category Bindings (Automatic Selection)

Client Admin

Beyond linking a script to a single project, you can bind a script directly to a call category at the organization level. Aelo automatically detects the category of every call (Purchase, Support, Complaint, etc.), so a category-bound script applies automatically to every matching conversation across your projects — no per-project link required.

• 10 call categories: Product Inquiry, Purchase, Scheduling, Support, Billing, Onboarding, Complaint, Cancellation, Follow-up, Other.
• Chats: resolve to their own category’s binding — same as calls.
• Missed and short calls are not analyzed, so no script resolves for them.

Each category can have at most one bound script per organization — trying to bind a script to a category that’s already taken is rejected; unbind (or rebind) the other script first.

When a record is analyzed, the script used for adherence scoring is selected in this order:

1. Pinned project script — if the project has pinned its own default script (see Pinned Analysis Config), it always wins.
2. Category-bound script — the org script bound to the detected call category.
3. Project default script — the script linked to the project below, used when no bound script exists.
4. No script — if none of the above resolve, adherence scoring is skipped for that conversation.

Managing Bindings

Assigning, changing, or removing a category binding happens only in the matrix: Analysis Setup → Scripts → Bindings tab. Each row of the matrix is a category with its current bound script (or “No script” if unbound):

• Assign — pick a script for the category.
• Reassign — picking a different script for a category that already has one moves the binding: the previous script is unbound first, then the new one takes the row. Nothing is rejected, and the script that lost the binding keeps its steps and phrases.

The script editor itself shows the Bound category field read-only, with a link back to the matrix (“Binding is changed on the “Bindings” tab”).

Each category still allows only one active bound script per organization.

Linking Scripts to Projects

1. Go to Projects > select a project > Settings.
2. Find the Script Adherence section.
3. Select a script from the dropdown.
4. Save.

All new analyses in that project will include script adherence scoring. This project script acts as a fallback: an org category binding takes priority when one matches the call’s detected category, unless the project has pinned its own script.

Managing Scripts

• Edit — modify steps, phrases, or ordering
• Duplicate — create a copy for a new variant
• Delete — permanently remove a script

Access by Role

Feature	Client	Admin	Supervisor	Agent
View scripts	✅	✅	✅	❌
Create/edit scripts	✅	✅	❌	❌
Delete scripts	✅	✅	❌	❌
View adherence results	✅	✅	✅	❌
Link scripts to projects	✅	✅	❌	❌

Tips & Best Practices

• Keep scripts concise — 5 to 10 steps is ideal for most sales processes.
• Use required phrases sparingly — focus on compliance-critical phrases (e.g., disclaimers, legal terms).
• Create different scripts for different sales scenarios (cold call vs. follow-up vs. upsell).
• Review adherence trends to identify which script steps agents consistently miss.
• Update scripts regularly based on what works — use high-scoring conversations as reference.