How to assign a script to a VICIdial inbound in-group

Inbound scripts are configured on the in-group, not the campaign

Outbound calls pull their script from the Campaign Detail Script field. Inbound calls work differently. When a caller is routed to an Ingroup, VICIdial looks at that in-group's own Script field — called in_script internally — to decide what to show the agent. If no script is set on the in-group, the agent's SCRIPT tab will be blank for that call.

This separation lets you keep outbound and inbound scripts completely independent, even when the same agent handles both types of calls during the same shift.

Where to find the In-Group Script field

Go to Admin > In-Groups and click the in-group you want to configure. The In-Group Detail page contains a Script drop-down. Select the script you want agents to see whenever they answer a call from this in-group, then click Submit.

Step-by-step assignment

1. Log in to the VICIdial admin panel.
2. Go to Admin > In-Groups.
3. Click the in-group name you want to modify.
4. Find the Script drop-down and select your script.
5. Click Submit. The change is effective for the next inbound call to that group.

How in_script flows to the agent

sequenceDiagram
  participant Caller
  participant VICIdial
  participant Agent
  Caller->>VICIdial: Inbound call arrives
  VICIdial->>VICIdial: Route to In-Group
  VICIdial->>VICIdial: Read in_script from In-Group Detail
  VICIdial->>Agent: Connect call + load in_script in SCRIPT tab
  Agent->>Caller: Answers with correct inbound script visible

When VICIdial routes the call to an Agent, it passes the in_script value from the in-group to the agent interface. The interface renders the script content in the SCRIPT tab. Variables like first_name, last_name, and DID (direct inward dialing) are substituted at render time if they are populated.

What happens on blended calls

Blended agents handle both outbound and inbound calls. When an inbound call comes in while the agent is logged into a campaign, VICIdial may display both the campaign's camp_script and the in-group's in_script as separate SCRIPT tabs. The agent can switch between them without losing call context. This multi-tab behavior is explained in detail in how to give agents multiple script tabs on one call.

Practical tips

• Use a distinct script color for inbound scripts so agents can visually distinguish them from outbound scripts at a glance.
• Include DNIS or DID (direct inward dialing) variables in the inbound script if you route multiple numbers to the same in-group — agents will know which product line the caller dialed.
• Scripts with Active set to N will not appear in the In-Group Script drop-down. If a script is missing, check its Active flag first.

For the complete overview of agent screen settings including scripts, web forms, and dispositions, visit the VICIdial agent screen configuration guide.

Managing inbound queues and scripts for a large team? See pricing for VICIfast hosted plans that include full in-group support.