How to Create Call Scripts in HighLevel

If you're running a call center, training new reps, or just want your team to stay on message, HighLevel has a built-in call scripting feature that puts the right words in front of them while they're on the phone.

Where Call Scripts Live

You'll find them under Settings → Phone Numbers → Advanced Settings → Call Scripts. It's buried a few levels deep, but once you know the path it's straightforward.

Building a Script

Click New Script and give it a name. You get two sections:

• If they answer — What your rep should say when someone picks up
• If they don't answer — A voicemail script so your team leaves consistent messages instead of rambling

This is especially useful when you have leads coming in from different sources and each one needs a slightly different approach. Create a script per campaign, per service, or per team.

Using Merge Fields

The script editor supports merge fields, so you can personalize on the fly. Drop in {{contact.first_name}} and when your rep opens the script mid-call, the contact's actual name appears.

Example opening: "Hi, is this {{contact.first_name}}? This is James with The Marketing Show."

You can also format text with colors and styles to highlight key phrases — make the contact's name red so it pops, bold the closing question, whatever helps your team scan the script quickly during a live conversation.

Using Scripts During a Call

When you're on a call with a contact, click the Scripts dropdown in the call interface. You can switch between scripts on the fly — Script 1, Script 2, etc. — depending on what the conversation needs.

A Note on the Editor

The script editor is functional but a bit rough around the edges. Formatting can be unpredictable and the interface could use some polish. If you agree, vote up the Ideas Board entry to push for improvements.

When to Use Call Scripts

• New hire training — Get reps producing faster with proven scripts instead of winging it
• Multi-campaign teams — Different lead sources need different openers. One script per campaign keeps things clean
• Voicemail consistency — No more rambling voicemails. Every rep leaves the same professional message
• Objection handling — Build scripts with common objections and responses so reps aren't caught off guard

For the AI-powered alternative that handles calls automatically, check out CloseBot — it responds to leads 24/7 without needing a script at all.

See Also

• SMS Templates — The text message equivalent of call scripts — reusable templates your team can send with one click
• Inbound Calling on Mobile — Answer calls from your phone so you're never tied to a desk