Conversation script

There are at least two ways to do this:
Method 1
You just write a script in text and show it in the right business process at the right stage.
Method 2
You create a business process "Talk script",
create the required number of stages and transitions between them,
in the interface of each stage, you insert the text block "What to tell the operator", set up which fields you need to fill out.
If you need help, you can safely contact the SheBo integrator - they often set this up.
https://crm-onebox.com/en/integrators/