Genesys Cloud - Main

I've attempted to create a script from the inbound call template. It's setup on the home division in a test queue but when I add myself to the queue and call the test line phone number, I do not see the script guidance. I noticed in one of the Genesys Education videos that there was an icon for script? However, I did not see this icon when testing.

After creating the script, though, I was able to preview and it appeared to be functioning as expected. It's a simple IF option A, then do action B... or IF option C, then do action D, etc. The 3 options are designated as buttons that go to a new page with directions.

If anyone has a suggestion or can help resolve, I would greatly appreciate!!!

#ArchitectandDesign

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Chad Ambrose
Workforce Analyst
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Hello, @Chad Ambrose.

For a voice call, this icon will not appear. Sorry for misunderstanding, but are you making an inbound call or an outbound call? 

Sometimes the script could be "minimized". Could you share more details?

You can also check if you have permissions properly: 

Scripter > Published Script > View

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Arthur Pereira Reinoldes

Original Message:
Sent: 05-15-2026 09:10
From: Chad Ambrose
Subject: Using inbound call Script template

I've attempted to create a script from the inbound call template. It's setup on the home division in a test queue but when I add myself to the queue and call the test line phone number, I do not see the script guidance. I noticed in one of the Genesys Education videos that there was an icon for script? However, I did not see this icon when testing.

After creating the script, though, I was able to preview and it appeared to be functioning as expected. It's a simple IF option A, then do action B... or IF option C, then do action D, etc. The 3 options are designated as buttons that go to a new page with directions.

If anyone has a suggestion or can help resolve, I would greatly appreciate!!!

#ArchitectandDesign

------------------------------
Chad Ambrose
Workforce Analyst
------------------------------

Basically, I'd like a prompt that guides the agent to verify a color code that shows on the incoming call. Then, based on the color coding, the agent will have a specific question to ask the caller. I followed the steps outlined in the course: Genesys Cloud Contact Center Administrator: Scripting and this is the layout I created.

Hello, @Chad Ambrose.

For a voice call, this icon will not appear. Sorry for misunderstanding, but are you making an inbound call or an outbound call? 

Sometimes the script could be "minimized". Could you share more details?

You can also check if you have permissions properly: 

Scripter > Published Script > View

------------------------------
Arthur Pereira Reinoldes

Original Message:
Sent: 05-15-2026 09:10
From: Chad Ambrose
Subject: Using inbound call Script template

I've attempted to create a script from the inbound call template. It's setup on the home division in a test queue but when I add myself to the queue and call the test line phone number, I do not see the script guidance. I noticed in one of the Genesys Education videos that there was an icon for script? However, I did not see this icon when testing.

After creating the script, though, I was able to preview and it appeared to be functioning as expected. It's a simple IF option A, then do action B... or IF option C, then do action D, etc. The 3 options are designated as buttons that go to a new page with directions.

If anyone has a suggestion or can help resolve, I would greatly appreciate!!!

#ArchitectandDesign

------------------------------
Chad Ambrose
Workforce Analyst
------------------------------

I've attempted to create a script from the inbound call template. It's setup on the home division in a test queue but when I add myself to the queue and call the test line phone number, I do not see the script guidance. I noticed in one of the Genesys Education videos that there was an icon for script? However, I did not see this icon when testing.

After creating the script, though, I was able to preview and it appeared to be functioning as expected. It's a simple IF option A, then do action B... or IF option C, then do action D, etc. The 3 options are designated as buttons that go to a new page with directions.

If anyone has a suggestion or can help resolve, I would greatly appreciate!!!

#ArchitectandDesign

------------------------------
Chad Ambrose
Workforce Analyst
------------------------------

Hi Chad,

Since the Script preview is working, it sounds like the Script itself is likely fine.

A couple of things that may be worth checking:

- Did you assign the Script as the default Script on the queue configuration?
- Do you see the Script tab/icon at all during the interaction?
- Also worth checking permissions related to Scripts/Agent UI access, since missing permissions can sometimes prevent the Script tab/icon from appearing.

The missing Script icon during the live call feels like the biggest clue here.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 05-15-2026 09:10
From: Chad Ambrose
Subject: Using inbound call Script template

I've attempted to create a script from the inbound call template. It's setup on the home division in a test queue but when I add myself to the queue and call the test line phone number, I do not see the script guidance. I noticed in one of the Genesys Education videos that there was an icon for script? However, I did not see this icon when testing.

After creating the script, though, I was able to preview and it appeared to be functioning as expected. It's a simple IF option A, then do action B... or IF option C, then do action D, etc. The 3 options are designated as buttons that go to a new page with directions.

If anyone has a suggestion or can help resolve, I would greatly appreciate!!!

#ArchitectandDesign

------------------------------
Chad Ambrose
Workforce Analyst
------------------------------