# Use documents and scripts

> Read a PDF, use customer scripts, or choose the scripts your team sees.

Language: en-US. Product guide: https://agencymesh.com/help/training-documents-and-scripts/.

Last reviewed October 7, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Open [Documents](https://app.agencymesh.app/trainingHub/documents) or [Scripts & Templates](https://app.agencymesh.app/trainingHub/scripts). Managers and Administrators can edit team material. Administrators choose the agency’s call script defaults.

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## Read or copy material

1. In **Document library**, choose a document to read its PDF. **Open PDF in New Tab** opens a larger view; the preview icon beside an earlier version opens that file.
2. In **Scripts & Templates**, choose a template, **Calls** or **SMS**, and **English** or **Spanish**. Select **Copy**, then replace any placeholders before use.

Copying a script does not make a call or send a text. System documents are maintained by AgencyMesh.

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## Use a customer’s call script

1. On [Dashboard](https://app.agencymesh.app/), open **Action Items > Quotes**, **To-Do Calls**, or **Leads**, then click **Script** below the outcome menu. Hover or use keyboard focus for a quick call preview.
2. Read **Call** under **English** or **Español**. Use **Copy SMS** for the text version below it. Replace missing details marked **Confirm before use** before using the wording.
3. If your team edits the template, click **Refresh script** to load the change. If no active script is set, an Administrator can [choose a default](#training-call-script-defaults).

Customer scripts fill in available customer, policy, and office details. **Due Date** and **Renewal Date** still need to be filled in.

In **Leads Report** and **To-Do Report**, **Script** sits above **Status**. In **Quotes Report**, open **Details > Call script**.

Agent accounts fill **Agent Name** from the signed-in user. Office accounts use [Agent name for scripts](/help/user-preferences/). Copying does not call or send a text.

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## Add or replace a PDF

1. Select **Upload Document** at the top. Choose **Category** or enter **New Category**, then choose **PDF Files** (up to 25 MB each).
2. Set each **Title** under **Documents in This Upload**, add any **Upload Note**, then select **Upload Document**.
3. To revise a selected document, use **Upload Revision**, choose **Replacement PDF**, then **Save Revision**. Leave the file blank to change details only.

**Status > Inactive** hides a document and keeps its history. **Delete** removes every version. If some uploads fail, retry only the missing files.

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## Edit a script template

1. In **Scripts & Templates**, select **New Template** or choose a template > **Edit**. Set **Channel** and **Subtype**; enter a **Call Script** or **Text Template** in at least one language.
2. Use **Parameter Bank** to insert placeholders, then **Save Template**. Keep required placeholders; a Default template’s **Channel** is fixed.

If this template is a call script default, saved edits appear when an agent opens or refreshes the script. **Status > Inactive** makes it unavailable. There is no control to restore an earlier script.

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## Administrator: choose call script defaults

1. Open [Scripts & Templates](https://app.agencymesh.app/trainingHub/scripts), then click **Call script defaults** at the top.
2. Choose a script for each **AMS** call type, **Lead follow-ups**, and **Quote follow-ups**. Only active templates with call wording can be used. **No default** leaves that type without a script.
3. Click **Save agency defaults**. These choices apply across your agency. Replace any **Unavailable script** choice, or choose **No default**, before saving.

## Related guides

- [Start training](https://agencymesh.com/help/training-hub.md)
- [Study with flash cards](https://agencymesh.com/help/training-flashcards.md)
- [Create a quiz](https://agencymesh.com/help/training-quizzes.md)
- [Follow up with customers](https://agencymesh.com/help/leads-and-quotes.md)
- [Set your script name and status feedback](https://agencymesh.com/help/user-preferences.md)