What a VICIdial script is and what agents see on a call

What a VICIdial script actually is

A VICIdial script is a block of text — or HTML — that appears in a dedicated Script tab on the Agent session screen the moment a call connects. It gives the agent exactly what to say, in the right order, without forcing them to improvise or remember the pitch from memory.

Scripts are configured by admins and then assigned to a Campaign or inbound group. When the dialer connects a call, the script panel opens and dynamic placeholders are replaced with real Lead data pulled from the current record — first name, last name, phone number, city, and dozens of other fields.

What the agent actually sees

The Script tab sits inside the agent screen alongside call controls and the lead data form. The background color of the script is set by the admin — it can be any HTML-safe color name or a hex value chosen from a color picker. That color fills the entire script panel, making it easy to visually separate the script from the rest of the screen.

Dynamic fields are written in the script text using the format --A--fieldname--B--. When the script renders, each placeholder is swapped for the live value from the current lead record. For example, if the script contains --A--first_name--B-- and --A--last_name--B--, the agent sees the actual contact's name. This happens automatically — the agent never sees the raw placeholder syntax.

Scripts can also embed an iframe to load an external page inside the Script tab, letting you pull in a CRM screen or order form alongside the call script without leaving the agent interface.

How a script flows during a call

sequenceDiagram
  participant Dialer
  participant AgentScreen
  participant Script
  Dialer->>AgentScreen: Call connects, lead record loaded
  AgentScreen->>Script: Fetch script assigned to campaign
  Script->>Script: Replace --A--field--B-- tokens with lead data
  Script->>AgentScreen: Render populated script in Script tab
  AgentScreen->>AgentScreen: Agent reads script, handles call
  AgentScreen->>Dialer: Agent sets disposition, call ends

How scripts are managed in the admin panel

The Scripts section lives in the left-side menu of the VICIdial admin screen. It opens with a full list of every script in the system, showing each script's ID, name, and a link to its modification page. From there admins can add new scripts, edit existing ones, or delete scripts that are no longer needed.

Each script has an Active flag. When Active is set to N, the script cannot be selected for use by a Campaign, which lets you retire a script without deleting it. The script stays in the system but drops off the selectable list.

Scripts are a foundational part of the Agent script configuration. For the full picture of how scripts fit into the agent screen alongside forms, dispositions, and call controls, start with the VICIdial agent screen configuration guide.

Key facts agents and admins should know

• Scripts are assigned at the campaign or inbound group level — one script per campaign slot, though multiple script tabs are possible.
• The script text supports plain text, basic HTML formatting, iframes, and dynamic field tokens.
• A Preview Script link on the modification page lets admins see what the script looks like with sample data filled in before it goes live.
• The Script ID — a short unique code — cannot be changed after creation. Choosing it carefully matters.

Ready to build your first script? How to add a new VICIdial script walks through every required field step by step.

If you are setting up a full VICIdial environment and want to see what managed hosting with scripts and campaigns pre-configured looks like, see pricing.