Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. Reference: https://help.mypurecloud.com/articles/about-scripts/ https://help.mypurecloud.com/articles/create-a-script/