Response Script Template

What is a response script?

A response script is a structured guide that gives support agents a consistent framework for customer interactions — covering the greeting, discovery questions, troubleshooting steps, resolution options, and closing — so service quality remains consistent regardless of which agent handles the call.

Response scripts are not rigid word-for-word scripts that agents read aloud. They are structured frameworks that ensure every interaction covers the right ground. Without them, agents develop individual habits: some skip the greeting, some forget to verify the customer’s identity, some close without confirming the issue is resolved. A structured template standardises the flow while leaving room for the agent’s natural communication style.

Who should use this template?

This template is for teams that handle customer interactions:

• Customer Support Managers — create scripts that new agents can follow from day one while experienced agents use as quality reference
• Training Coordinators — use scripts as training material during onboarding to teach the expected interaction flow
• Quality Assurance Analysts — score interactions against the script framework to identify coaching opportunities
• Team Leads — update scripts when products, policies, or procedures change to keep agents current

What’s included in this template?

The template has two parts: structured metadata fields and the script body.

Metadata fields classify each script:

• Script title and scenario reference
• Channel (phone, chat, email)
• Product or service line
• Script owner — the manager accountable for updates
• Effective date and next review date

Script body covers the interaction:

• Greeting and identity verification — opening statement and steps to confirm the customer’s identity
• Discovery — questions to understand the issue, including clarifying prompts
• Troubleshooting flow — step-by-step diagnostic and resolution actions
• Escalation criteria — conditions that require transferring to a specialist
• Closing — confirmation of resolution, next steps, and satisfaction check

How to create and customise this template in Elium

1. Open the Template Builder — Go to your profile menu and select the Template Builder tab, or click “+ Create” and choose “Create a new template”.
2. Set the scope — Choose an icon, enable the template, and decide whether it applies platform-wide or to specific spaces (e.g. your Customer Support or Contact Centre space).
3. Add structured fields — Click “Field” to add metadata: text fields for script title and scenario reference, tag fields for channel and product line, a user field for script owner, and date fields for effective and review dates. Mark script title and channel as mandatory.
4. Build the script structure — Use the “+” button to add content blocks: text blocks for each interaction phase (greeting, discovery, troubleshooting, escalation, closing). Use quote blocks for suggested phrases and bullet lists for prompts. Add placeholder prompts (e.g. “What opening phrase should agents use?”).
5. Preview and save — Review the template layout, then save. Agents can now access scripts during interactions, and you can apply it to existing content in bulk.

How AI helps you create and use this template

Capture faster. Paste call recordings, chat logs, or training notes into Elium’s AI. It identifies the interaction patterns, common questions, and resolution paths — then drafts a structured script that the support manager reviews and refines.

Retrieve smarter. During a call, an agent asks Elium’s AI: “What is the script for handling a warranty claim on a returned item?” The AI returns the relevant script with the verification steps, policy details, and closing procedure.

Why teams use Elium for response scripts

Scripts fail when agents cannot access them during live interactions. If scripts live in training binders or shared folders, agents rely on memory — and memory degrades under pressure. Elium puts scripts at the agent’s fingertips: structured templates ensure consistency, tags filter by scenario, and AI search returns the right script from a question.

Fnac Darty — 1,800 advisors across 11 call centres — manages 2,000+ procedures in Elium. Agents find the right script instantly, achieving 80% first-contact resolution. When scripts are accessible during the interaction, agents deliver consistent service without memorising every procedure.