Agent script

An agent script is the block of text VICIdial shows on screen during a call to guide what the agent says. It can be a simple greeting, a full sales pitch, a list of qualifying questions, or compliance language the agent must read word for word. Scripts keep messaging consistent across a floor and help new hires sound confident on day one.

The handy part is that scripts pull in live data about the person on the call. Using simple placeholder tokens, a script can drop in the contact's first name, the lead details, or any custom field your list carries. So instead of "Hi, my name is...", the agent sees "Hi Maria, I'm calling about your recent quote" already filled in. This makes calls feel personal without making agents memorize anything.

Scripts also work hand in hand with other parts of the call screen. Agents can fire a soundboard clip while reading, branch into a structured survey dialing flow for surveys and verifications, and finish by choosing a disposition that records how the call went. A well-built script walks the agent from hello to outcome without them hunting around the interface.

You can assign different scripts to different campaigns, or even swap scripts based on which list id override a lead came in on, so the same agent reads a different pitch depending on the offer. Keep scripts short and scannable. Agents read them out loud while listening to a real person, so dense paragraphs get skipped. Short lines, clear branches, and obvious next steps beat a polished essay every time.

Scripts are also where a lot of your compliance lives. If a campaign has to state who is calling, offer an opt-out, or read disclosure language, putting that text directly in the script makes it far more likely every agent actually says it. Treat those required lines as fixed and unskippable rather than something an agent paraphrases. Review your scripts whenever the offer, the lead source, or the rules change, since a stale script is one of the easiest ways for a floor to drift out of compliance without anyone noticing. Good scripts also reduce after-call work, because an agent who collected the right answers in the right order has less cleanup to do during wrap up.