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

Ready-made scripts

A new organization gets six ready-made scripts. In a workspace created through sign-up they are provisioned with the organization; in one created from a CRM app they appear the first time a Client or Admin opens Analysis Setup → Scripts — creating scripts is their right, so for a supervisor the list stays empty until then. Four of the six are already bound to a call category and start working on their own:

Script	Bound category
Sales Discovery	Product inquiry
Deal Closing	Purchase
Support Greeting	Support
Complaint Resolution	Complaint

The other two — Sales Chat and Cold Call — are drafts: they carry no binding, because there is no call category that matches them (a sales chat is categorized as a product inquiry or a purchase, and a cold call is not a category at all). They are marked Not assigned in the list and stay unused until you bind them to a category or make one the default script of a project.

Every ready-made script is an ordinary script: edit its steps, rebind it, or delete it.

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

Scoring is switched per project: Projects → Settings → Analysis & Quality → Enable rule-compliance scoring. It is on for a new project. While it is off, no script — assigned to the project or bound to a category — is checked in that project’s conversations; the Script rules step of Analysis Setup names the projects where it is off, with a link to the switch.

When a project has a script that applies and scoring is on, the AI evaluates how well each conversation follows the script:

• Overall adherence score (0–100%) — the weighted average of the step scores, over the steps that were owed. A step is scored by the weight of its required criteria that were met; a met optional criterion adds a bonus on top, capped at what the required ones earned, and an unmet optional criterion costs nothing. A step where a forbidden criterion was detected, or an order-enforced step performed out of place, scores 0. An optional step that never happened is left out of the average — and out of the step count beside it — rather than counted as a failure.
• Step-by-step breakdown — which steps were completed and which were not, with the criteria met on each
• Missed required criteria — the mandatory criteria that were not met. Unmet optional criteria are not listed: they cost no score, so they are not a gap

The adherence score is shown in the record detail panel — inside the analysis, in the Script rules group (the “Script Adherence” card).

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. The same applies to a chat with no operator reply, or with fewer real messages than the project’s Min Chat Messages setting (4 by default).

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 in a project with rule-compliance scoring on, the script used for adherence scoring is selected in this order:

1. Project script — the script assigned to the project below. A project’s script wins over a category binding on its own, and there is no pin for scripts.
2. Category-bound script — the org script bound to the detected call category, used when the project has no script of its own.
3. 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, as long as Enable rule-compliance scoring is on in the same tab. A script assigned to a project takes priority over an org category binding: assigning a script to a project is a deliberate choice, so bindings apply to projects that have no script of their own.

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.