Soundboards

A soundboard gives your agents a panel of one-click buttons that play pre-recorded audio into a live call — greetings, legal disclosures, rebuttals, hold messages. You build the board visually from clips already in your Audio Store, then attach it to one or more campaigns. No VICIdial admin screens, no scripts to edit by hand. This walkthrough takes you from zero to a board your agents can use. About ten minutes.

First — check your plan includes soundboards

Soundboards is a plan-gated feature, so start with a ten-second check:

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Click the Campaigns tab.
4. Look at the pill row just under "VICIdial Management & Reporting". If your plan includes soundboards, there is a fourth pill — Soundboards — right after CID Groups.

If you only see Campaigns, Dispositions, and CID Groups (like the screenshot below), your current plan does not include soundboards. Ask your provider to move you to a plan that does — the Soundboards pill appears as soon as they do.

Step 1 — Upload your clips first

The builder can only use clips that are already in your Audio Store, so get those in first:

1. Click the Audios tab (same tab row as Campaigns).
2. Click Upload new audio, top-right, and pick your file — or click Generate with TTS to type a line and have it spoken for you.
3. Wait for the clip’s Valid column to show good. Clips marked bad are in a format the dialer can’t play and can’t be placed on a board.

Use short, single-purpose clips: one greeting, one disclosure, one answer per objection. Agents fire them mid-conversation, so five tight clips beat one long one.

Step 2 — Create the board

1. Click the Campaigns tab, then click the Soundboards pill.
2. Click New soundboard, top-right.
3. In Name, type something your team will recognize — for example "Rebuttals" — and click Create.
4. The full-screen builder opens. This is where you lay out the buttons.

Step 3 — Lay out the buttons

1. Click Add button in the left rail. A card appears on the canvas.
2. In the card’s audio dropdown, pick one of your clips. A display name fills in automatically — overtype it with what the agent should see, like "Opening greeting".
3. Use the play button in the picker to hear the clip before you commit to it.
4. Add the rest of your buttons the same way. Each new button starts on its own row; drag a card next to another card to share a row, or drag it back to its own line. The canvas mirrors what agents see — rows run top to bottom, buttons left to right.
5. Want variations grouped under one button (say, three answers to "too expensive")? Click the "0 nested" toggle on the card, then Add nested button. Nested buttons sit under their parent in the agent’s panel.
6. In the left rail, set the board’s options: Name, Notes (admin only) — never shown to agents — the Active switch, Layout (Default stacks your rows; Columns packs buttons up to Max columns per section), and Button labels show (Filename, Display name, Hide button numbers).
7. Glance at the Agent preview on the right — it shows exactly what agents will get.
8. Click Save, top-right. The confirmation tells you how many buttons were saved.

Closing the builder with unsaved changes asks before discarding, so a stray click won’t lose your layout.

Step 4 — Attach the board to campaigns

1. Back on the Soundboards pill, find your board’s card and click Campaigns.
2. Tick every campaign whose agents should see this board.
3. Click Save.

That’s it. We create the underlying agent screen (a managed Script called "Soundboard: your-board-name") and wire it into those campaigns for you — you never touch VICIdial Scripts yourself. Unticking a campaign removes the board from it, and deleting a board (trash icon on its card) detaches it from every campaign too. To change buttons later, click Edit on the board’s card.

What your agents see

Agents logged into an attached campaign see the board in their script panel during calls. One click plays the clip into the live call — the caller hears it. If a clip needs stopping mid-play (the customer jumped in), the agent gets stop and restart controls on each button. Nested buttons appear under their parent. The board is read-only for agents — they can play clips, never change them.

Good to know

• Attaching a soundboard sets the campaign’s Script. If that campaign already uses a custom script of yours, the soundboard replaces it — and unticking the campaign clears the field instead of bringing your old script back. Re-attach your own script afterwards if you need both.
• Buttons that point at a clip you later delete from the Audio Store are skipped on save ("skipped — audio missing"). Open the board and re-pick a valid clip.
• Two buttons in the same row can’t use the same audio file when one of them has nested buttons — the save is rejected. Move one to its own row, or use different files.
• A board holds up to 500 buttons. In practice, keep it to the clips agents actually reach for — a wall of buttons slows them down.
• Only the server owner can create, edit, attach, or delete boards. Sub-users see boards read-only (their button says View).
• Renaming a board never breaks its campaign wiring — the board keeps its internal ID.
• The screenshots here are from our demo server, whose plan does not include soundboards — on an entitled plan you’ll see the extra Soundboards pill where shown above.