How to customize agent scripts for outbound sales in Five9

If you're running outbound sales through a call center, you know that having a good agent script isn't optional—it's how you stop your reps from freezing up, rambling, or missing key info. But most out-of-the-box scripts are either too generic or so rigid they make your agents sound like robots. This guide is for anyone who wants to get practical: if you use Five9 and want to actually help your team sell, not just tick compliance boxes, read on.

Why bother customizing Five9 agent scripts?

Let's be honest: default scripts are written for “average” customers and “average” agents. Neither really exists. To get better results, you need scripts that reflect your unique pitch, product, and sales process.

Customizing scripts in Five9 isn't rocket science, but it is worth doing. It can help you:

  • Cut down on mistakes or missed talking points
  • Make new agents sound like pros, faster
  • Adapt to different campaigns or customer types
  • Actually close more deals (the real point)

But don't expect a miracle. Bad scripts—no matter how slick the software—won't turn weak products or poor processes into gold. This is about making a solid system better, not papering over bigger issues.

Step 1: Map out what your agents really need

Before you touch Five9, sit down with your best agents or listen to a few calls. What do they actually say that works? What trips people up? Jot down:

  • The core pitch (in plain English)
  • Key questions and objections (with real answers)
  • What info you need to capture (name, email, pain points, etc.)
  • Where agents need flexibility vs. where you need strict compliance (legal, privacy, etc.)

Pro tip: Don't just copy your marketing team's copy. What sounds good on the website often sounds phony on a call.

Step 2: Get into the Five9 Script Designer

Five9’s Script Designer is where the magic—or mess—happens. To get there:

  1. Log in to the Five9 admin portal.
  2. Go to Campaigns or Admin (depends on your setup).
  3. Find the Scripts or Script Designer section.

You’ll see options to create a new script or edit an existing one. If you’re new, start small—copy an existing script and tweak it, rather than starting from scratch.

What you’ll see

  • Page-based layout: Each “page” is a screen your agent sees. You can have multiple pages for different call stages.
  • Text fields: Where agents read or enter info.
  • Controls: Buttons, drop-downs, checkboxes, etc.

Step 3: Build or edit your script structure

Here's where most people get lost. Keep it simple. Most outbound sales scripts should stick to something like:

  1. Intro and compliance: Who you are, why you’re calling, get past any legal stuff.
  2. Discovery: Quick, open questions to gauge interest.
  3. Pitch: The meat of your offer, tailored to what you just learned.
  4. Objections: Space for agents to click on common pushbacks and see suggested replies.
  5. Close and next steps: What happens if they say yes, no, or maybe.
  6. Wrap-up: Required info, notes, and disposition codes.

Practical tips

  • Don’t over-script. Agents need room to adjust. Give bullet points for talking, not big blocks of text.
  • Use input fields wisely. Only ask for info you really need.
  • Branching logic: If you want to get fancy, use Five9’s “Branch” or “If/Then” elements to show or hide parts of the script based on answers. But beware: too many branches = confusion for both agents and admins.

What to skip: Gimmicks like “dynamic personalization” that just insert a customer’s name everywhere. It rarely feels natural and often backfires.

Step 4: Add helpful tools for agents

Don’t just give your team a script—give them shortcuts to do the job faster.

  • Objection handling pop-ups: Instead of pages of rebuttals, add clickable buttons for “Not interested,” “Too expensive,” etc., that show the right response.
  • Quick-fill buttons: Pre-fill common responses to speed up data entry.
  • Reference panels: Sidebars with FAQs, product specs, or legal disclaimers.

Keep these tools visible but not overwhelming. If your agent screen looks like a cockpit, you’ve probably gone too far.

Step 5: Test the script (really test it)

Never roll out a new script without running through a few live test calls. Here’s what to do:

  • Have a few agents try it out—ideally your most honest ones.
  • Watch for awkward transitions or places where agents get stuck.
  • Time how long it takes to get through each call.
  • Look for typos, dead ends, or missing info.

Pro tip: Listen to real calls with the script running. What looks good in the designer can fall flat with a real customer.

Step 6: Roll it out (and make it easy to update)

Once you're happy, assign the script to your outbound campaign in Five9. Make sure:

  • All agents see the right version (double-check assignments)
  • You have a way for agents to give quick feedback (email, chat, whatever works)
  • You keep a backup of your last good script, in case you need to roll back fast

Five9 lets you update scripts on the fly, but beware: changes mid-day can confuse agents. Unless it’s urgent, batch your updates and roll them out off-hours.

What works—and what doesn’t

What works:

  • Short, clear prompts
  • Branching for major call outcomes (not every tiny “if”)
  • Objection handling that’s easy to find
  • Visible, required fields for compliance or must-have info

What doesn’t:

  • Wall-of-text scripts (nobody reads them)
  • Overly clever “personalization”
  • Trying to script every possible scenario
  • Ignoring agent feedback

What to ignore (seriously)

You’ll see a lot of hype around AI-powered scripts, real-time “next best action,” or auto-generated pitches. Most of this is overkill for outbound sales, unless you're running a massive operation with deep pockets and a data science team.

If you have a small to medium team, stick to scripts you can actually maintain. Fancy features are great—until they break, and nobody knows how to fix them.

Pro tips for better scripts

  • Keep it editable: Sales changes fast. Scripts should, too.
  • Train agents on why each part matters. If they don’t know why they’re asking something, it’ll sound forced.
  • Review scripts monthly. Don’t let them rot.
  • Document changes. Even a quick “what changed and why” log helps when things go wrong.

Wrapping up

Customizing agent scripts in Five9 isn’t glamorous, but it pays off. Start simple, focus on what your agents need to say and do, and don’t get distracted by shiny features. Your goal isn’t the perfect script—it’s one that actually gets used, helps agents stay on track, and gets results. Iterate as your team learns and your pitch evolves. Keep it real, and you’ll see the difference.