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. Navigate to Scripts in the sidebar.
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.

Linking Scripts to Projects

1. Go to Data Sources > 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.

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.