What the Web Form buttons on an Email Group do

A VICIdial Email Group has three optional fields named Web Form, Web Form Two, and Web Form Three. Each one holds a custom web address, and each maps to a button on the agent screen. When an agent working an email clicks that button, VICIdial launches the address you put in the field. This gives you up to three one-click links into your own systems straight from the email workflow.

What each field launches

The idea is the same one used for voice calls: a Web form button opens a custom URL so the agent can jump to a CRM record, a knowledge base, or an internal tool without leaving VICIdial. With three slots you can wire up three different destinations:

• Web Form — your primary destination, often the CRM record for the matched customer.
• Web Form Two — a second tool, such as an order or ticket lookup.
• Web Form Three — a third destination, like a returns or warranty page.

Passing custom fields into the URL

A static link is useful, but the real power is sending data about the current record into the address. To make a web form use custom fields, add the parameter &CF_uses_custom_fields=Y to the end of the URL. With that flag on, VICIdial substitutes the record's custom field values into the link so the page opens already scoped to the customer the Agent is helping.

The click-to-launch flow

Here is what happens from email arrival to launching one of these forms.

sequenceDiagram
  participant E as Email
  participant V as VICIdial
  participant U as Agent
  participant S as Agent screen
  participant W as Web form URL
  E->>V: Email routed to group
  V->>S: Pull lead, lock agent
  U->>S: Agent clicks Web Form button
  S->>W: Launch URL with custom fields
  W->>S: External page opens
  U->>V: Agent replies and dispositions

The button only acts when the agent clicks it, so these links never interrupt the reply. They sit alongside the email until needed, then open the matching Lead context in whatever external tool you pointed them at.

The same variables as scripts

Web Form addresses draw on the same record variables your agent scripts use, so anything you can pull into a script you can pass into one of these URLs. That means the link can carry the lead ID, the contact's details, or any custom field you have defined, building a deep link that lands the agent exactly where they need to be. Pair that with the custom-fields flag and a single click can open a CRM record already filtered to the customer on screen.

Because all three forms share this behavior, you can build a small toolkit per group — one button for the CRM, one for orders, one for returns — each pre-loaded with the customer's data. New agents pick it up fast because the buttons behave the same on every email.

Practical tips

• Test each URL with a real agent login — a typo means the button opens a broken page.
• Only add &CF_uses_custom_fields=Y when the target page actually expects those values.
• Keep the three forms distinct so agents learn which button does what.

Web Forms turn the email screen into a launchpad into the rest of your stack. Once the agent finishes the page and replies, they apply a Disposition just like any other inbound contact. For a related field, read what the Email Group Color does on the agent screen, and for the whole setup see the VICIdial inbound email and chat guide. If you want a managed box where this is ready to configure, see our VICIdial hosting plans.