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

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

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
------------------------------

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
------------------------------

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!!!

Hi Chad, following this thread with interest!

One thing I'm curious about when you set up the queue, did you assign the script specifically to that queue, or only at the division level? I've seen cases where the script is configured correctly but the queue-level assignment is missing, which would explain why the preview works but the live call doesn't trigger it.

Also are your agents using the Genesys Cloud desktop app or the web version? Sometimes the agent UI behavior differs between them.

Hope you get this sorted! 

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!!!

Hi Martha,

It's assigned at the division level. From what I've been reading, you have to go into Architect to assign it to a specific queue. Is that correct? Also, from one of the earlier comments... I did find that the permission for Scripter > Published Script > View is enabled to the User role, which is a default role we have for basic agent functions.

We are using the web version via SSO.

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

Original Message:
Sent: 05-15-2026 11:51
From: MARTHA VELASCO
Subject: Using inbound call Script template

Hi Chad, following this thread with interest!

One thing I'm curious about when you set up the queue, did you assign the script specifically to that queue, or only at the division level? I've seen cases where the script is configured correctly but the queue-level assignment is missing, which would explain why the preview works but the live call doesn't trigger it.

Also are your agents using the Genesys Cloud desktop app or the web version? Sometimes the agent UI behavior differs between them.

Hope you get this sorted! 

------------------------------
MARTHA VELASCO

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
------------------------------

There are a few key configuration steps that need to be in place for scripts to appear during inbound calls:

1. Enable the Inbound Property on Your Script

First, ensure the Inbound property is enabled on your script:

Go to Admin > Digital and Telephony > Interactions Assets > Scripts
Open your script in the script editor
Click Script > Script Properties
Click the Inbound property group
Set the switch to Enabled
Click Script > Save

This setting allows Architect call flows to select and invoke your script.

2. Configure Script Invocation in Your Architect Flow or Queue

Scripts don't automatically appear just by being published. You need to explicitly invoke them through one of these methods:

Option A: Use Set Screen Pop Action in Architect Flow

In your Architect inbound call flow, add a Set Screen Pop action (found in the Data category)
Configure it to reference your published script
Place this action before the Transfer to ACD action that sends calls to your queue

Option B: Set as Default Script on the Queue

Go to Admin > Contact Center > Queues

Edit your test queue

Under Default Script, select your published script

Note: This only displays when no other script is specified by Architect or Campaigns

Most Common Issue: Simply setting a default script on the queue may not trigger the script if your inbound call flow doesn't explicitly invoke it. The Set Screen Pop action in your Architect flow is typically the most reliable method for ensuring scripts appear during interactions.

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

Original Message:
Sent: 05-15-2026 11:59
From: Chad Ambrose
Subject: Using inbound call Script template

Hi Martha,

It's assigned at the division level. From what I've been reading, you have to go into Architect to assign it to a specific queue. Is that correct? Also, from one of the earlier comments... I did find that the permission for Scripter > Published Script > View is enabled to the User role, which is a default role we have for basic agent functions.

We are using the web version via SSO.

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

Original Message:
Sent: 05-15-2026 11:51
From: MARTHA VELASCO
Subject: Using inbound call Script template

Hi Chad, following this thread with interest!

One thing I'm curious about when you set up the queue, did you assign the script specifically to that queue, or only at the division level? I've seen cases where the script is configured correctly but the queue-level assignment is missing, which would explain why the preview works but the live call doesn't trigger it.

Also are your agents using the Genesys Cloud desktop app or the web version? Sometimes the agent UI behavior differs between them.

Hope you get this sorted! 

------------------------------
MARTHA VELASCO

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
------------------------------

This was a success! Thank you Arthur!!! I had to get IT to edit the queue since I didn't have that ability but we tested it successfully. Much appreciation to everyone who responded!

Option B: Set as Default Script on the Queue

Go to Admin > Contact Center > Queues

Edit your test queue

Under Default Script, select your published script

There are a few key configuration steps that need to be in place for scripts to appear during inbound calls:

1. Enable the Inbound Property on Your Script

First, ensure the Inbound property is enabled on your script:

Go to Admin > Digital and Telephony > Interactions Assets > Scripts
Open your script in the script editor
Click Script > Script Properties
Click the Inbound property group
Set the switch to Enabled
Click Script > Save

This setting allows Architect call flows to select and invoke your script.

2. Configure Script Invocation in Your Architect Flow or Queue

Scripts don't automatically appear just by being published. You need to explicitly invoke them through one of these methods:

Option A: Use Set Screen Pop Action in Architect Flow

In your Architect inbound call flow, add a Set Screen Pop action (found in the Data category)
Configure it to reference your published script
Place this action before the Transfer to ACD action that sends calls to your queue

Option B: Set as Default Script on the Queue

Go to Admin > Contact Center > Queues

Edit your test queue

Under Default Script, select your published script

Note: This only displays when no other script is specified by Architect or Campaigns

Most Common Issue: Simply setting a default script on the queue may not trigger the script if your inbound call flow doesn't explicitly invoke it. The Set Screen Pop action in your Architect flow is typically the most reliable method for ensuring scripts appear during interactions.

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

Original Message:
Sent: 05-15-2026 11:59
From: Chad Ambrose
Subject: Using inbound call Script template

Hi Martha,

It's assigned at the division level. From what I've been reading, you have to go into Architect to assign it to a specific queue. Is that correct? Also, from one of the earlier comments... I did find that the permission for Scripter > Published Script > View is enabled to the User role, which is a default role we have for basic agent functions.

We are using the web version via SSO.

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

Original Message:
Sent: 05-15-2026 11:51
From: MARTHA VELASCO
Subject: Using inbound call Script template

Hi Chad, following this thread with interest!

One thing I'm curious about when you set up the queue, did you assign the script specifically to that queue, or only at the division level? I've seen cases where the script is configured correctly but the queue-level assignment is missing, which would explain why the preview works but the live call doesn't trigger it.

Also are your agents using the Genesys Cloud desktop app or the web version? Sometimes the agent UI behavior differs between them.

Hope you get this sorted! 

------------------------------
MARTHA VELASCO

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
------------------------------