Edit Live Scripts and Manage Script questions in a Call Center campaign

Update your script mid-campaign and add questions that turn every call into structured, exportable answers. This guide is for campaign managers and admins who run Call Center campaigns.

Contact responses often reveal script problems only after calling starts. Fixing a script used to mean pausing the campaign, which left volunteers idle, and idle volunteers often left. Live editing removes those interruptions, so you keep volunteers dialing while you improve the script.

Questions do the same for your data: instead of agents summarizing calls from memory, each answer is recorded in a consistent format you can filter and export. Different question types capture different kinds of answers, from a single choice to multiple selections to free text.

Before you start

• You need admin access to the CallHub account to edit campaigns.
• Live script editing works while the campaign is in the START state.
• Each task below takes about 5 minutes.

ⓘ While a campaign is started, ONLY the script text can be edited. You cannot change any other campaign settings until you stop or pause the campaign. The Script type (Linear or Branched) also can't be changed when editing a script; it stays as chosen when the script was built.

Edit a script while the campaign is running

Change your script in an active campaign without interrupting volunteer sessions.

1. Go to Campaigns and select your campaign.

2. Open the Script section and click Edit Script. 

   

3. In the script's Edit mode, make your changes to the script.

4. Click Save & Exit to save and apply the changes to the campaign's script. 

   

ⓘ Previous campaign results remain intact after a live edit. You can still download them from Campaign Results and view them in the Results section, so no data is lost when you change the script.

Add questions to your script

Pick the question type that matches the answer you want to record:

You can also add a Call disposition block to record how each call ended.

To add a question:

1. In the Script builder, under What do you want to add?, click Question.
2. Under In CallHub, choose your question type, or pick one from your integration below.
3. Enter your question text. To personalize a question for each contact, insert merge tags such as {first_name}.
4. For choice-based questions, add the response options, and choose the tags you want attached to each. CallHub adds those tags to the contact when the agent selects that option during the call.

Filter and export question results

1. In the campaign, open the Result tab and stay on All results.
2. Under By question, choose the question you want to review.
3. Under Pick option, choose the answer option to filter by. You can narrow further with the other filters, like date range, Agent, or Call disposition.
4. Click Filter Results.

5. Click Export Results and choose By Contact or By Call to download the filtered results as a CSV file.

   

FAQs

Do I need to pause the campaign to edit the script? 
No. You can edit the script while the campaign is in the START state. Your changes go live to agents as soon as you click Save & Exit.

Will editing the script erase the results collected so far? 
No. Previous campaign results remain intact. You can still view them in the Results section and download them from Campaign Results.

Which question type lets agents pick more than one answer? Multiple Select Response. 
Every option the agent selects is recorded, and any tags attached to those options are added to the contact.