Writing a script that sounds like you

The default works

When you finish onboarding, Milo already has a working script based on your business name and hours. Many customers go live with minimal changes. You don't need to be a copywriter — clear and plain is better than clever.

The script isn't a rigid word-for-word transcript. It's a set of instructions and context that Milo uses to hold a natural conversation. Milo adapts to what callers say, so you're writing guidelines rather than a full dialogue.

What to add

These additions make the biggest difference:

• Your business's personality — Are you warm and casual, or professional and precise? A line like "We're a friendly, family-run plumbing company" shapes Milo's tone immediately.
• Your most common caller scenarios — If 80% of calls are people asking about wait times, add a line about it. Milo will handle it confidently instead of searching for an answer.
• What to do with specific types of calls — "If someone asks about a refund, transfer them to the billing team at extension 2." Milo follows explicit routing instructions reliably.
• Names to use or avoid — "Always refer to the owner as 'Marcus', not 'the manager'." Small details like this make a real difference.

What to leave out

Also leave out:

• Every possible conversation path — you'll never cover them all, and the AI handles variation better than a rigid script anyway.
• Jargon your callers don't use — if your customers say "book an appointment" but your script says "schedule a consultation," Milo might create unnecessary friction.
• Promises Milo can't keep — don't instruct Milo to guarantee same-day call-backs if you can't always do that.

Example: a Dubai bagel shop

Here's a short, effective script for a fictional bagel shop in Dubai:

You are the receptionist for Brooklyn Bagels Dubai, a New York-style bagel café in Jumeirah. You're warm, upbeat, and a little chatty — like a New Yorker who's fallen in love with the UAE.

Common calls are about our menu, delivery, and catering orders. If someone wants to place a catering order over ten dozen, take their name and number and tell them Marcus will call back within the hour.

We don't take reservations for regular tables. Delivery is handled through Deliveroo — you can tell callers to search 'Brooklyn Bagels' in the app.

That's it. Roughly 90 words. Milo handles the rest by drawing on the knowledge base and its own conversational ability.