Agent Script Override per list in VICIdial

The script is the text and fields an Agent reads off their screen while talking to a customer. Normally it comes from the campaign. But if you have one list where the pitch is different, the Agent Script Override field lets that list carry its own script without spinning up a whole new campaign.

You will find this field on the Modify List page. It sits empty by default, which means the list just uses the campaign's selected script.

What the override actually does

When a lead from this list reaches an agent, VICIdial shows the script named in the override instead of the campaign script. The agent never sees the switch happen; they just get the right words for that batch of leads. This is handy when several lists share one campaign but speak to different audiences, like a renewal list versus a cold-prospect list, or two language variants of the same offer.

Because the script is tied to the lead's list, it travels with the lead. If you move that lead into a different list later, it will start showing that list's script behavior instead. The override is a property of the list, not of the individual record, so think of it as a rule for the whole bucket rather than a tag on one customer. That is usually what you want: load a vendor's batch into its own list, point the override at the script written for that vendor's offer, and every lead in it gets the matching pitch automatically.

flowchart TD
  A[Lead reaches agent] --> B{List has script override?}
  B -->|Yes| C[Show list script]
  B -->|No| D{Inbound via ingroup?}
  D -->|Yes| E[Show ingroup script]
  D -->|No| F[Show campaign script]

Outbound versus inbound priority

There are actually two script-override fields on the list. The Agent Script Override drives outbound calls. There is a separate Inbound Script Override for when an agent picks up an inbound call and the lead happens to belong to this list. They are independent, so you can set one without the other.

One thing to keep straight: on inbound calls, the Ingroup can still set its own script, and that often takes priority over the list. So if you set a list script override but agents keep seeing something else on inbound calls, check the inbound group first.

When a list override beats a new campaign

If the only difference between two batches of leads is the script, do not clone the campaign. Cloning means you now maintain two copies of every Disposition, dial setting, and call-time rule, and the two will drift the first time someone updates one and forgets the other. A list script override keeps everything else shared and changes just the words. Less to manage, fewer places to make a mistake, and your reporting stays under one campaign instead of being split across clones. The wider context of how lists feed a campaign lives in the VICIdial lists and leads guide.

If you are still mapping out how lists and overrides relate to each other, the rundown in list overrides explained covers the whole set of fields in one place.

Running campaigns with several scripts in flight is far easier on a box you do not have to maintain. See our pricing and have a dialer live in under 40 seconds.