A script is a pre-set dialogue between an agent and a client. Using a script increases the efficiency and effectiveness of the agents’ communication.

In Enthu.AI you can set a theme for any team. These themes (scripts) have keywords in them that are identified by Enthu.AI and are used to evaluate the Agents’ performance.

To add a Theme in Enthu.AI, follow the steps given below:

  • Login to your Enthu.AI account.

  • From the navigation menu in the left pane, please click on the ‘Manage’ option and a drop-down menu will appear.

  • Click on the ‘Themes’ option on the drop-down menu.

  • On the Call Theme Manager page, click on ‘Create a new Theme/Script’ on the bottom left side of the screen.

  • A pop-up will appear. Name your theme and assign it to a Team.

  • Click on the 'Create a Theme’ option to save.

  • Once your Theme is created, you need to create Moments in the theme. Click on the ‘Create a Moment’.

  • A popup will appear. Enter the Moment’s group, name, and enter the keywords of that Moment. Choose whether you want this moment to be considered for the script compliance score.

  • Click on ‘Create Moment’ to save.

    Check out this detailed video on how to create themes:

    Important Notes:

  • You need to have a Theme for all of your Teams otherwise the evaluation process won’t work.

  • You can have Moments that should and/or shouldn't happen during the call/conversation.

  • Script compliance score is a tool used to measure the effectiveness of an Agent in following the script. It is not necessary for all the Moments created to happen in every call/conversation, so you may or may not choose to consider moments for calculating script compliance score.

  •  To learn more about Themes, click here:

  • To learn more about Moments, click here: