How to setup Branching Scripts in a Call Center Campaign?

If you are a campaign manager, this article shows how to create branching scripts within a Call Center campaign. Branching scripts help agents follow relevant paths in a call based on how the contact responds—making conversations smoother and more efficient.

Agents can also use these scripts during live calls, but setup is done by managers. This guide will walk you through:

• What branching scripts are and how they compare to linear scripts

• How to set them up

• How to preview them from the manager console

• How agents use them in the field

If you are new to Call Center setup, we recommend reviewing Creating a Call Center Campaign first.

What are Branching Scripts & Why Use Them

• Definition: Branching scripts let you direct the flow of the script based on responses (e.g. Yes / No / Maybe). In contrast, linear scripts require agents to scroll through every section regardless of relevance.

• Benefits:
  • Saves agents time
  • Reduces confusion and ensures agents only ask relevant questions
  • Keeps conversations more dynamic and responsive

Prerequisites

Before you begin, make sure:

• You have access to create or edit Call Center campaigns in your CallHub account.

• You understand the questions you want to ask (especially multi-choice questions).

• You have defined what different answers should lead to (the “redirects” or “branches”).

Step-by-Step: Setting Up Branching Scripts (All setup is done by managers.)

1. Go to the Scripts section when setting up or editing a Call Center campaign. Here select "Branched"
   
   
   

2. Add the initial question. Decide whether it's a Paragraph (free text) or a Multi-Choice Question.
   
   
   

3. If using a Multi-Choice Question: add the answer options (choices).
   
   
   💡 Tip: Before setting up redirects for every response, create the script sections that those redirects will point to. For example, decide in advance what should display if the contact says Yes, No, or Maybe.

4. For each choice, set up redirections (“branching”) — choose which script section or question follows that option. Use the “After this section, go to…” dropdown to select the next section.
   

5. Make sure you also handle cases like “Skip” (if the contact doesn’t want to answer) by directing to an appropriate ending script.

6. Preview your script from the Manager Console to verify the flow works as expected.

For more details on adding questions, see Survey Questions in CallHub.

Script Preview on Manager Console

Once you have added questions, responses, and branching rules:

• Navigate to the Preview option in your script editor.

• The preview simulates the agent’s view, showing how the script branches based on contact responses.

• Test each possible answer path to ensure agents will see only the correct sections during a live call.

• Adjust your branching settings if the flow doesn’t match your intended call experience.

How Agents Use Branching Scripts During Calls

• Once branching scripts are set up, agents will see sections dynamically during the call. The script will “branch” based on what the contact says (Yes, No, Maybe, etc.).

• Agents click Next to move through sections; the system shows the section relevant to the response.

• If the contact opts to skip questions, agents can use the Skip button, which directs them to the end script.

If you’re an agent and new to branching scripts, see Branching Script for agents.