Creating a ThruTalk script


ThruTalk scripts guide your callers through structured conversations with contacts. Scripts define the questions callers will ask, how they should respond, and what data is collected. This ensures conversations stay on track and that you gather consistent, actionable information from your contacts.


This guide walks you through creating a script, setting up script branching, and previewing your script.


TABLE OF CONTENTS


Before You Begin

Before you build your script in ThruTalk, we recommend starting with a skeleton script - a simple outline of questions and how they will branch. Script creation tends to require a few rounds of editing, so drafting your questions and logic ahead of time helps you: 

  • Establish a clear flow
  • Prevent having to move or recreate questions later
  • Identify where branching will occur


Step 1 - Create a New Script

Start by going to the Scripts Index page. From the sidebar navigation menu, expand the ThruTalk menu, and click Scripts.


This image shows where you can find the script index page on the admin dashboard and highlights the create new script button

Click Create New Script to get started. If your account is synced with VAN, you'll be prompted to choose whether you're using this script for MyCampaign, MyVoters, or neither. For more information on VAN Scripts, read our guide: Using VAN Survey Questions in ThruTalk Scripts.


Step 2 - Name Your ScriptScreenshot of a header with the script's name in black text on a beige background. To the right is blue hyperlink, "Rename Script".

  1. Rename Script: Create a clear and descriptive title to make it easier to find later. Include details like the intended audience, associated group or campaign, or date.
  2. Edit: Click Edit to modify the starting question. 


Step 3 - Default Starting Question

All scripts begin with a default Call Status question to track outcomes consistently. This question cannot be deleted or renamed, but you can customize the text that callers read aloud and configure what question appears next after a response is selected. Click Edit on the starting question.

Screenshot of a starting question. Almost all the fields have a light grey background and uneditable except the Survey Question itself: "Hi, is _blank_ available?"

  1. Title: The title for the starting question is Call Status and can't be edited.
  2. Cancel: Use this to cancel changes made to the question.
  3. Save: Save changes made to the starting question
  4. Add Optional Script Text for Caller to Read: Add additional text to the starting question for callers to say to contacts.
  5. Survey Question: The text that callers will read to contacts during a live call. In the starting question, use this field to greet your contact, introduce yourself, and explain the purpose of the call.
  6. Survey Responses: The possible responses that a caller can record based on the contact's response.
  7. Branching Logic: Select which question appears next if the caller selects this response. You will have to create more questions before you can set up branching for the starting question.
  8. Add a question: Add a new question to your script.


Step 4 - Add New Questions and Select a Type

After you click Add a question, you'll create a new custom question.


This image shows what an admin will see when they first click add new question. They can add a title and select a question type.


  1. Title: Give your question a clear and descriptive title. This title will appear when you set up branching logic, so you should use a descriptive name to describe the question. This title will also appear as the header name in your data exports. 
  2. Type: Select a question type
    • Script Text Block: Displays text for callers to read to their contacts. There are no responses to this question type, so this shouldn't be used to ask questions. These are commonly used for ending cards to say goodbye to contacts.
    • Instant Follow Up: Can be used to send a text message to the contact you're calling. Use this to send a link or additional information to someone who wants to learn more about what you're calling about. Read more about this question in this guide: Instant Follow Up.
    • Checkbox Pick Many: Provides multiple potential responses where callers can select more than one response.

    • Freeform: Used to obtain an open-ended typed out response from a contact.

    • Multiple Choice (Pick One): Provides multiple potential responses where a caller can select one response.


Step 5 - Create your Question

Input data into each of the text fields.

This image shows a multiple choice question and highlights some of the elements of the question, such as delete, optional script test, survey question, survey responses, and add another response.

  1. Delete: Use this to delete the entire question from your script. This action can't be reversed.
  2. Add Optional Script Text for Caller to Read: Additional text for caller to read after the survey question.
  3. Survey Question: The primary question for the caller to ask the contact. This will appear for callers to read. This text doesn't appear in any data exports.
  4. Survey Responses: The potential responses that callers can record based on the conversation with the contact.
  5. + Add another response: Add more answer choices.


Step 6 - Add Branching Logic

Once questions are added, configure branching logic so each response leads to the appropriate next question. 

  • Multiple choice questions can branch to different questions for each response.
  • Other question types can only branch to one question.


Click Edit to see the branching logic.


This image shows where to click edit to update the branching logic for a script.


From the dropdown menu, select which question you would like to appear next based on the response. You can rename questions to match the response they follow for clarity. In the image below, you can see a multiple choice question where the response Wants to renew branches to a question titled Wants to Renew.


This image of a script question highlights where to set up the branching logic.


In the image below, you can see a script text block question that branches to the Doesn't want to renew farewell question.


This image of a script text block question shows where to designate the next question that will appear


By default, questions will branch to the question directly below it in the script builder. 


This image demonstrates how questions will branch to the question below them in the script builder by default.


If you want a question to be the last question in that path so the script comes to an end, make sure the Next Question is set to None.


This image shows the "Next Question" being set to "None" in order to end a script.


Do you plan to use PatchThru?

PatchThru can be used to create a conference call, allowing you to connect to a third-party. If you plan to use PatchThru, make sure that your script reflects this:

  • Create scripts questions to prompt and then guide the caller through a conversation with the PatchThru target (the third-party).
  • If you intend to add more than one PatchThru target to a campaign, create a script question instructing the caller how to choose which target to connect the contact to.
  • Create script questions to capture notes or outcomes from the PatchThru call.
  • When callers leave the PatchThru call, the contact will remain connected to the PatchThru target. Provide instructions to let the caller know if they should stay to gather data or leave the call after the contact and target are connected.


Read more about PatchThru here: PatchThru Step-by-Step for Admins.


Script Previewing

You can preview how the script will appear and function in a live call by clicking Script Preview at the top of your script.


This image shows the top of the script builder and highlights the script preview button.


This will simulate the caller experience, letting you click on responses and move through the script. This can be a great way to test the script, ensure it has enough information and context for callers, as well as confirming how the branching logic works.


Best Practices and Notes for Scripts

  • Use Custom Fields:  Custom fields can be used to dynamically populate variables in your script. You can also add information about a contact to the calling page outside of the script. Read more about this here: Using Custom Fields in ThruTalk - Add Variables to the Calling Interface and Script.
  • Do Not Branch Up: As you move through a script in a live call, the next question will always appear below the question you just answered. When you set up the branching logic in the script builder, branching to a question that appears above it can break the script logic. Make sure that you always branch to a question below the current one. If you need to branch to a question that already appears in the script, either move it below or duplicate it. Creating a skeleton script can help in the planning process to prevent having to recreate script questions.   
  • Editing Scripts: You can edit or delete questions in an existing script if it hasn't been added to a campaign. Once a script has been added to a campaign, you will only be able to edit the Survey Question or Optional Script Text. If you need to edit a script in an existing campaign, you will have to duplicate it from the Scripts Index page, make your changes, and then launch a new campaign with the new script.