Before you start
At least one campaign must be created (Campaigns > Create Campaign)
A segment must be assigned to the campaign — cue cards are generated based on campaign type and product context
What cue cards are
Cue cards are structured scripts that appear in the dialer during calls. They give agents a consistent framework for every conversation — what to say when the call connects, how to engage the customer, and how to close.
Consio generates cue cards using AI, then you customize them for your brand voice.
Creating cue cards
Go to Campaigns > select your campaign
Open the Guidelines & Cue Cards tab
Click Generate Cue Cards
Consio's AI creates a six-part script based on your campaign type and product
The six-part script structure
Part | Purpose | Example |
Intro | Opening line when the call connects | "Hi [Name], this is Sarah from [Brand]. How are you today?" |
Reason for calling | Why you're reaching out | "I noticed you were looking at our summer collection and wanted to see if I could help with anything." |
Engagement question | Draw the customer into conversation | "Were you looking at those for yourself or as a gift?" |
Support guidance | How to handle common objections | "If they mention price, remind them of the free shipping on orders over $50." |
Incentive offer | What you can offer to close | "I can apply a 10% discount for completing your order today — code PHONE10." |
Close | Wrap up and next steps | "Great, I'm sending you a checkout link now with that discount applied. You should get a text in just a moment." |
Customizing cue cards
The AI-generated scripts are a starting point. Review and edit them to match your brand:
Adjust the tone — if the generated script sounds too formal for your brand, make it casual
Add real offers — replace placeholder discounts with actual promotions you can offer
Include objection handles — add responses to the 3-5 most common objections your agents hear
Personalize the opener — reference specific cart items, past purchases, or recent activity
Per-campaign cue cards
Each campaign has its own set of cue cards. This means your abandoned cart agents get a different script than your winback agents.
Abandoned cart cue card focus: urgency, what's in the cart, help with checkout concerns (sizing, shipping, returns)
Winback cue card focus: what's new, why come back, loyalty reward or re-engagement offer
VIP outreach cue card focus: appreciation, early access, exclusive offer, personal touch
How agents use cue cards
During a call, agents see the cue cards in the dialer interface alongside:
Customer information (name, past orders, cart contents)
Timeline (previous interactions)
Campaign-specific notes
Agents can follow the script or use it as a reference — cue cards are a guide, not a rigid script.
Best practices
Keep each section short — agents glance at cue cards during live calls. Long paragraphs don't work
Bold the key phrase in each section so agents can scan quickly
Update cue cards when promotions change — nothing worse than an agent offering an expired discount
Test with your team — have agents practice with the cue cards before launching the campaign
Iterate based on performance — if people answer but end the call quickly, test a clearer opener. If close rates are low, strengthen the incentive section
How to verify it worked
After generating cue cards:
Open the campaign's Guidelines & Cue Cards tab — you should see the six-part script
Have an agent open the dialer for that campaign — cue cards should appear alongside customer information
If cue cards don't show in the dialer, confirm they were generated and saved in the campaign settings
Related articles
Creating your first outbound campaign — full campaign setup including cue cards
Campaign segments: Shopify vs. Klaviyo — audience selection for your campaign