Want your agents to see only the script sections that match what a contact says? This guide shows campaign managers how to build a branching script in a Call Center campaign, preview it, and understand what agents see on live calls.
Why use branching scripts
A branching script (also called a dynamic script) directs the flow of the conversation based on the contact's responses, such as Yes, No, or Maybe. Instead of scrolling through every section regardless of relevance, your agents are shown only the next section that fits the answer they just recorded. That saves agents time on every call, reduces confusion, and keeps conversations more responsive. With no time spent searching for the right script mid-call, you can expect smoother calls, more accurately recorded responses, and a better success rate for campaigns with long or complex scripts.
Linear vs branching: which do you need?
Linear scripts are the traditional static setup. The agent goes through the entire list of questions and responses in fixed order: after the initial introduction, the agent reads a question, records the response, searches the script for the section that matches that response, and reads it out. A typical linear call looks like this:
Join Campaign > Next Call > Contact answers the call > Read the initial script > If yes, search the next script > Read the script > Record the response > Search the next script based on the response > Read the script > Search for the end script > Read the end script > Disconnect.
Branching scripts are dynamic. The system displays only the section relevant to the previous response, so the agent never searches during the call. The same call looks like this:
Join Campaign > Next Call > Contact answers the call > Read the initial script > If yes, click Next and read the next script > Record the response > Read the script > Next > Read the end script > Disconnect.
| Attribute | Linear scripts | Branching scripts |
|---|---|---|
| Flow control based on responses | No, fixed order | Yes, can skip or redirect based on answers |
| Relevance of questions to each contact | Lower (agent sees all sections) | Higher (only relevant sections shown) |
| Time taken for call setup and execution | Usually longer | Likely shorter due to fewer irrelevant sections |
| Best use cases | Small campaigns that do not need much navigation | Campaigns with many survey questions and back-and-forth conversations where responses need to be accurately recorded |
| Call flow | Agent goes through the entire script and reads out relevant questions; ease of use depends on the order of the script | Agent selects the specified option to move to the next question; independent of script order |
| Functionality | Static | Dynamic |
If your script is short and needs little navigation, a linear script is fine. For lengthy phone banking scripts, multiple surveys, or event responses, choose branching.
Before you start
- You need manager access to create or edit Call Center campaigns in your CallHub account. Agents use branching scripts on calls, but only managers set them up.
- Know the questions you want to ask, especially the multi-choice questions.
- Decide what each answer should lead to. These are your redirects, or branches.
If you are new to Call Center setup, review Creating a Call Center Campaign first.
Set up your branching script
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When creating or editing your Call Center campaign, go to the Scripts section and select Branched.
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Add your initial question. Choose Paragraph for a free-text answer or Multi-Choice Question for fixed answer options.
- If you chose a Multi-Choice Question, add the answer options (choices), such as Yes, No, and Maybe.
- Create the script sections that your branches will point to. For example, write in advance what should display if the contact says Yes, No, or Maybe.
- For each choice, set up the redirect. Use the After this section, go to... dropdown to select which script section or question follows that option.
- Handle the Skip path. If the contact does not want to answer, direct the Skip option to an appropriate ending script so agents always have a way to close the call.
- Click Script preview in the script editor to test the flow from the Manager Console before you launch.
What agents see on calls
Once your branching script is live, agents see sections dynamically during the call. The script branches based on what the contact says.
- Agents click Next to move through sections, and the system shows the section relevant to the recorded response.
- If the contact opts to skip a question, agents click Skip, which takes them to the end script.
For the detailed agent-side walkthrough, see How will agents use Branching Scripts during a call. If your agents call from the CallHub mobile app, see Branching Scripts on the CallHub Mobile App.
Notes & limits
⚠ WARNING: Every answer choice, including Skip, needs a destination. A choice with no redirect can leave agents stuck mid-call with no next section to read.
✓ TIP: Create the script sections your redirects will point to before you set up the redirects. Deciding the Yes, No, and Maybe destinations in advance makes the After this section, go to... dropdown much faster to fill in.
ⓘ NOTE: Only Multi-Choice Questions can branch. Paragraph questions collect free text and continue to the next section in order.
FAQs
What happens when a contact refuses to answer a question?
The agent clicks Skip, and the script jumps to whatever section you assigned to the Skip path, typically your ending script.
How do I test my script before agents start calling?
Use the Script preview option in the Manager Console. It simulates the agent's view so you can walk through every answer path before launch.
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