Inbound Script Override: A Different Agent Script per List

When an agent picks up an inbound call, the script that loads on their screen normally comes from the campaign. That works fine until you have one campaign handling several kinds of inbound traffic, where each kind needs the agent to read different wording. The Inbound Script Override is the per-list setting that solves this without splitting the work into separate campaigns.

It is one field on the list modification page. If you set it, agents see that script instead of the campaign script whenever the inbound call is tied to a lead from this list. If you leave it blank, nothing changes and the campaign script keeps loading as before.

What the setting actually does

Each lead carries the ID of the list it lives in. On an inbound call, VICIdial matches the caller to a lead, looks at that lead's list, and reads the list's Inbound Script Override. If the field holds a script name, that script wins for this call. The default is unset, which means defer to the campaign.

This is the inbound counterpart to the outbound Agent Script Override, which controls the script for outbound calls from the same list. They are separate fields with separate purposes, so you can point them at different scripts if your inbound and outbound conversations are not the same.

The override is scoped to the script the agent reads, not to call routing. Which queue, or Ingroup, the call lands in is decided before the agent ever answers. The script override only changes the words on screen once the lead is matched.

How the script gets chosen

flowchart TD
  A[Inbound call answered] --> B[Match caller to a lead]
  B --> C[Read lead list_id]
  C --> D{List Inbound Script Override set?}
  D -->|Yes| E[Show list script]
  D -->|No| F[Show campaign script]

Read that flow top to bottom: the per-list field is checked after the lead is identified, and only the presence of a value flips the branch. A blank field falls straight through to the campaign default.

When to reach for it

• One campaign, several lead sources, each needing its own pitch or compliance language on inbound calls.
• A returning-customer list that should greet callers differently than a cold list in the same campaign.
• Seasonal or promotional wording you want to swap on a single list without touching everything else.

Keep in mind the script that loads still feeds off the lead's fields. If you rely on a Custom field inside the override script, make sure that field exists on this list, or the script will render blanks where you expected data.

This override is part of a wider family of per-list settings. The full list of list overrides covers each one, and the outbound Agent Script Override is its closest cousin for outbound calls.

Test it before you trust it

Place a test inbound call that you know maps to a lead in the list, take it as an agent, and confirm the right script renders. While you are at it, set a clean Disposition on that test call so you do not leave a stray record skewing your stats. Because the override is silent when blank, a quick live check is the fastest way to be sure it is wired correctly.

For the bigger picture on how lists, leads, and their settings fit together, start with our lists and leads guide. And if you would rather spend your time tuning scripts than maintaining a dialer, VICIfast provisions a secured VICIdial box in under 40 seconds. See the plans.