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Configuring call script templates for leads

A lead call script template defines a workflow for users to follow when they call leads. You create lead call script templates to define consistent methods for handling lead calls in your organization.

After creating call scripts, you can associate a sales concept with a call script. For more information about associating sales concepts and call scripts, see Associating sales concepts with call scripts.

You  require the appropriate privileges to create, edit, and manage call script templates.

Call script templates for leads

Call scripts templates for lead management define how your agents or advisors manage lead calls.

In call script templates, a form contains pages and a flow. Pages define the questions that users ask when making a lead call. The flow defines the order in which pages display for users. You can also use sales concepts to associate call scripts with leads.


A call script template can contain a single page or many pages. A page can contain a single question or many groups of questions. You use sections to organize and group questions on a page. For example, you can use sections to highlight, separate, or isolate specific information. You can also personalize pages with headers or footers.

You add questions and their answer options to the sections in a page. The question's type determines the available properties for a question, for example, you define the answer options that users can select for a drop-down question.


A call script flow defines the order in which pages display for users who access the call script. You add nodes and connecting branches to the flow using a graphical user interface. Each node represents a page that displays to users. Branches are graphical representations of the connections between page nodes in a flow. A branch displays in a call script flow as an arrow that points from one page node to another.

You can define branch conditions to create dynamic call scripts that show only the questions that are relevant to users. Branch conditions define which pages display to users based on the answers that they enter in preceding pages.

You can also add print documents to a call script flow. Print documents are documents or images that provide additional information or context to a call script. A print document can contain merge fields that populate with information from the answers in the call script. Users can print the document when the call is completed.

Sales concepts

A sales concept is a lead classification that associates a lead with their most closely related sales need. You link a call script and a sales concept to trigger the call script for leads that are associated with the sales need.