Building a branded agent soundboard

The VICIfast Soundboard builder lets you create a grid of clickable audio clips that agents play into a live call with a single click. Instead of an agent reading the same disclosure or greeting from memory on every call, they press a button and a pre-recorded clip plays through Asterisk directly into the call audio. The board is built in the dashboard, assigned to a campaign, and shows up automatically in the agent screen.

What a soundboard is and why teams use one

A soundboard is a collection of pre-recorded audio segments organized into rows and columns. Common uses include legal disclosures that must be read verbatim, product pitches that need to sound consistent across agents, hold messages, and rebuttal scripts. The clip plays as Asterisk audio into the bridged call, so the contact hears the same voice every time regardless of which Agent is working the lead.

For teams with high agent turnover or heavy compliance requirements, this reduces the variance between agents and lowers the chance of a disclosure being skipped or paraphrased. It also cuts training time because a new agent does not need to memorize a script to deliver a compliant pitch.

How the builder works

In the VICIfast dashboard, soundboards live under the Campaigns tab as a sub-tab called Soundboards. You create a board, give it a name, and then add buttons organized by row and column. Each button has a label and points to an audio file from your audio store. Buttons can also be grouped into two levels: a top-level trigger that expands to reveal secondary clips, which is useful for multi-step scripts like an opener followed by several rebuttal options.

Once the board is saved, you assign it to a Campaign. The platform automatically wires it to the campaign's script so the soundboard panel appears in the agent screen when agents log in to that campaign. You do not need to edit any VICIdial scripts manually.

How audio reaches the call

flowchart LR
  A[Agent clicks clip button] --> B[Browser sends playback request]
  B --> C[VICIdial AGI receives request]
  C --> D[Asterisk fetches audio file from box]
  D --> E[Audio mixed into bridged call]
  E --> F[Contact hears pre-recorded clip]
  F --> G[Agent continues conversation]

When an agent clicks a clip, the request goes to the VICIdial AGI layer running on your box, which tells Asterisk to play the file into the bridged channel. Because the audio files live on your Single tenant server and Asterisk plays them directly into the call, there is no streaming delay from an external service. The agent hears nothing during playback and can use that moment to review their next step before the clip ends.

Branding and plan gating

Each soundboard is scoped to a single VICIfast account and assignment is per-campaign, so if you run multiple campaigns with different scripts you can have a separate board for each. For agencies running a dedicated box per client, the board reflects that client's brand because it is built inside their own installation. There is no shared soundboard pool.

The soundboard feature is gated by plan. Depending on your plan tier, the Soundboards sub-tab may need to be enabled. Check the pricing page to see which plans include it.

For an overview of all the VICIdial enhancements that come with a managed installation, see what VICIfast adds to VICIdial. If you are building out your agent-side tooling, also read about the branded agent screen.