Understand the differences between scripting, prompting, and informational inputs when configuring AVA scenarios. This guide breaks down each interaction type and highlights how to use custom values for personalization.
Example:Scripting provides maximum predictability, but limited adaptability.
“Just confirming, this is regarding your upcoming service appointment on Tuesday at 3 PM, correct?”
Example Prompt:The AI will then generate a voice response like:
“Politely explain that this is a follow-up about a previous inquiry and ask if they would like to proceed.”
“Hi! I’m just following up on your earlier request — would you like to move forward with that today?”Prompting provides adaptability and personalization, but less predictability.
Example:While not spoken directly unless referenced inside a script or prompt, these fields are essential to maintaining contextual accuracy in every interaction.
Setting the field “Profession = Real Estate Agent” may cause the AI to adopt appropriate language when referencing listings, showings, or clients.
AVA Dynamic Variables
{client_firstname}
{client_lastname}
{client_phone}
{client_email}
{client_insight}
{current_data_time}
{time_zone}
{ai_agent_name}
{representative_name}
{profession}
{company_name}
{initial_greeting}
{introduction}
{closing_statement}
{reason_for_meeting}
{meeting_value_proposition}
{appointment_timeframe}
{alternative_timeframe}
{meeting_location}
{calendar_id}
{voicemail_message}
{event}
{event_occurrence}
{appointment}
{meeting_duration}
{meeting_location}
These tokens are automatically replaced during live calls. They’re not fields users fill out directly, but are available for insertion into other inputs.
Scripting
Prompting
Information
Scripting
Prompting
Information
{{client_firstname}}
and {{representative_name}}
to make scripts reusable and scalable.
❌ What not to do:
“Hi John! This is Ava calling from GrowthPartners Inc., and I work closely with Daniel our Senior Marketing Director. I’m calling because we wanted to offer you a chance to try our full package, which includes AI reporting, CRM integration, onboarding support, and a ton more. So are you interested today or should I follow up tomorrow?”
✅ Better approach:Any additional service or feature info should be stored in
“Hi client_firstname, this is Ava from company_name. I just wanted to follow up and see if you’d like to continue the conversation about our offer.”
Key Information
, so the agent only references it if the client brings it up.
Key Information
, are meant to store factual support content, not prompts, not scripts, and definitely not paragraphs full of filler. These fields are accessed conditionally by the AI, so clarity and clean formatting are critical.
Also, don’t include instructions or conversational phrasing in these fields. Avoid dumping disorganized thoughts with no punctuation, and absolutely avoid scripting names.
❌ What not to do:
“Tell John that our Standard Plan has unlimited calls and the pro plan is $349/month and Daniel gives 10% discounts to referrals and just say the analytics are good and also if they mention price tell them that the discount only applies if they pay yearly and say that right after.”
✅ Better formatting:Proper formatting keeps the field easy to parse and avoids errors during live responses.
- Standard Plan – Unlimited calls
- Pro Plan – $349/mo
- Includes – AI analytics, onboarding support
- Discount – 10% for annual billing
- Representative – representative_name
Objection Handling
— work well with a mix of both scripting and prompting. In these cases, you can give a general instruction (the prompt), followed by a sample line (the script). Just remember to keep it flexible and scalable using custom values.
🎯 Example of valid mixed scripting + prompting:
- Prompt: “If the client says it’s too expensive, explain the long-term ROI or offer a shorter free option.”
- Script: “Totally understandable, client_firstname. We also offer a free 15-minute strategy call to help you evaluate fit. Would that help?”
{{client_firstname}}
or {{representative_name}}
to keep dialogue dynamic and scalable. Well-structured input reduces awkward pauses, interruptions, and confusion — making your scenarios more efficient and professional.
What’s the difference between scripting, prompting, and information fields?
Do I have to fill out every single field?
How should I write a good prompt?
Can I include custom values inside scripting or prompting fields?
{{client_firstname}}
or {{appointment_time}}
inside any prompt or script field. They’ll be automatically filled in during the live call.