What User Group Script Override puts on the agent screen

Script Override is a setting on a VICIdial user group that names a script to drop onto the agent screen for everyone in that group. A user group is the bundle that lets one choice cover a whole team. Its trick is that it can outrank every other script setting in the system, but only when a matching switch is also turned on at the campaign level.

What a script is here

An Agent script in VICIdial is the panel of text and fields the agent reads from and fills in during a call: the greeting, the pitch, the questions, and any data capture. Normally the script an agent sees is decided by the campaign or the list they are dialing. Script Override lets the user group step in and replace that choice for its members.

The field defaults to blank, meaning no override. Pick a script and you arm it, but arming alone does nothing yet.

It takes two switches

This is the key detail. Script Override only fires when both of these are true: a script is selected on the user group, and the corresponding User Group Script Override option is enabled on the campaign the agent is logged into. With both on, this override beats any other script setting for any call those agents take.

flowchart TD
  A[Agent takes a call] --> B{Group Script Override set}
  B -->|Blank| F[Use normal script source]
  B -->|Script chosen| C{Campaign enables override}
  C -->|No| F
  C -->|Yes| D[Force group script on screen]

This is why a new override sometimes seems to do nothing: the script is set on the group, but the Campaign switch was never flipped, so the agent still sees the default script. Check both sides before you assume it is broken.

When to reach for it

The two-switch design is deliberate. Putting the arming control on the user group and the master switch on the campaign means neither side can force a script change by accident. A group can hold a ready override for months, dormant, until a campaign owner decides to honor it. And a campaign owner who enables the override knows it only affects the specific groups that have a script selected, not the whole campaign. The cost of that safety is the extra step, which is exactly the gotcha that trips people up the first time.

Group-level overrides shine when one team needs a different pitch than everyone else on the same campaign. A compliance team that must read a specific disclosure, a Spanish-language squad, or a pilot group testing new copy can all share a campaign while reading their own script. You set it once on their User group instead of editing each Agent or splitting the campaign in two. That last point matters: splitting a campaign to give one team a different script also splits your reporting, your lists, and your pacing, which is a lot of collateral change just to swap some on-screen text.

A/B testing call copy is another natural fit. Put your control group on the campaign default and your test group in a user group with the override set to a new script. Both teams dial the same leads under the same pacing, so any difference in results points at the script rather than at some other variable. When the test is done, you flip the campaign switch off and the test group falls back to the default with no further cleanup.

Note: because this override can beat list-level and campaign-level scripts, it is easy to forget it is on. If an agent is mysteriously seeing the wrong script, the group's Script Override is the first place to look.

For how this slots into the rest of a group's controls, read our users and groups multi-team guide. If you still need to create the group that holds this script, how to add a VICIdial user group has the steps.

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