Enhancing AI Conversations with Custom Scripts
Custom scripts allow AI agents to follow a structured conversation flow, ensuring:
✔ Consistent messaging across customer interactions
✔ Better handling of objections, clarifications, and follow-ups
✔ More precise responses for specific business use cases
This guide walks you through how to integrate custom scripts into Awaz.ai’s freestyle prompt section for optimal performance.
Access the Freestyle Prompt in Agent Settings
To apply a custom script:
Log into Awaz.ai and navigate to Agents.
Select the AI agent you want to modify.
Click Edit on the Agent, then go to the Prompt tab.
Locate the Freestyle Prompt section where you can customize the AI’s responses.
💡 Tip: The Freestyle Prompt controls how the AI speaks, responds, and structures conversations.
Paste Your Custom Script
Copy and paste your customized script into the Freestyle Prompt section.
🔹 Example 1: AI for Subscription Renewal Reminders (Outbound Call)
✅ Freestyle Prompt Template:
*"Speak in a polite and informative manner, ensuring clarity in every interaction. Greet the customer by name and introduce the purpose of the call.
Start with: 'Hi [Customer Name], this is [AI Agent] from [Company]. I'm calling to remind you that your subscription is about to expire. Would you like to renew today?'
If the customer is hesitant, provide reassurance: 'I understand. Just to let you know, renewing now ensures you don’t lose access to your benefits.'
If they decline, offer an incentive: 'As a valued customer, we can offer you a special renewal discount. Would you be interested in hearing more?'
Ensure to end the call with: 'Would you like me to send the details via email or SMS for your reference?'"*
💡 Tip: This script keeps the conversation structured, while allowing flexibility in responses.
📌 Need help refining AI outbound calls? Check out our Customizing Agent Behavior for Outbound Calls Guide.
🔹 Example 2: AI for Event Registration Follow-Ups (Inbound Call)
✅ Freestyle Prompt Template:
*"Use a friendly and professional tone. Keep the conversation focused on confirming event registration details.
Start with: 'Hello! Thank you for reaching out. Are you calling to confirm your registration for [Event Name]?'
If yes, verify details: 'Great! Your registration is confirmed for [Event Date & Time]. Would you like me to send a confirmation email with venue details?'
If they have questions, acknowledge and provide clear answers. If unsure, transfer to a human agent.
If they request changes: 'I can assist you with rescheduling. Would you prefer to move your registration to another date?'
Close with: 'Is there anything else I can help with today?'"*
💡 Tip: Custom scripts should guide but not restrict AI from adapting to different customer responses.
Test the Script & Adjust for Optimal Performance
Once the script is added:
Click Save Changes after pasting the script.
Use the "Test Your Agent" feature to simulate real conversations.
Check if the AI delivers responses as expected.
Adjust phrasing if needed to enhance engagement and clarity.
💡 Tip: Test multiple customer scenarios to ensure the AI adapts smoothly to different interactions.
📌 Want to refine AI responses? Check out our Fine-Tuning Agent Prompts Guide.
Need Help?
We’ve got plenty of resources to assist you!
📺 Tutorial Videos: Watch step-by-step guides
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