Askcaller (Digital Scripts)
Requests information from a digital Any channel, contact, or skill associated with Digital First Omnichannel. contact using any digital direct or private messaging application, such as Facebook Messenger or WhatsApp, as well as Digital First Omnichannel SMS and chat. For example, use this action to have the contact provide you an account number, their name, or any other useful information.
This action pauses the script until it receives a reply. The script will wait for a response from the contact, even if it takes days or weeks. This supports the asynchronous nature of digital communications.
This action requires Digital First Omnichannel.
Supported Script Types
The Askcaller action has separate help pages for the other supported script media types: SMS or chat.
|Message||The text that is sent to the selected target when this action executes. You can use variables in this field. <![CDATA[ ]]> If you're sending a prompt sequence with rich media content, this field must be a JSON object.|
|MessageFormat||The format the message is sent in. Select PromptSequence if the message is sent in JSON. The default is Text.|
|ResultVar||The variable name that is created and holds returned information. For example, if the contact enters their account number as 123456, then the variable holds 123456.|
|TimeoutSec||The amount of seconds that the action waits to execute before timing out. The contact has this amount of time to enter information into their chat window.|
|Default||Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.|
|Timeout||Path taken if there is no response for the number of seconds specified.|
|CallerResponded||Path taken if the contact provides a response.|
|Error||Path taken when the action fails to execute properly. For example, when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable (with a single underscore character) should be populated with a condensed explanation of the problem.|
Tips and Tricks
- Include additional Askcalleractions in the loop to provide messages at intervals to prompt a response. For example, if the contact doesn't respond within a certain amount of time, prompt a response with, "Are you still there?" The amount of time you have the action wait depends on the digital channel you're using this action with. For example, the amount of time that's reasonable for a live chat Agents and contacts interact on a real-time basis channel wouldn't be appropriate for an email channel.
- Combine with a virtual agent by including one of the supported virtual agent A software application that handles customer interactions in place of a live human agent. actions. Create a loop with the Askcaller (digital) action and the virtual agent action to allow conversation between the bot and the contact until the contact says they want to talk to a live agent or the interaction ends.
- Using PromptSequence as the MessageFormat, you can send a message to the contact in JSON. This allows you to send multiple text bodies at the same time. You can include menus, buttons, carousels, quick replies, and so on. Not all Digital First Omnichannel channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. support the same functions. The JSON schema will likely vary from channel to channel. For example, presenting a message that contains a menu requires a different schema in chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply than it does in Apple Messages for Business.
Digital Script Example
In the following script, the AskCaller action requests an account number from the contact. If the contact provides an account number, they are passed on to an agent through the Reqagent action. Currently, using Reqagent with Askcaller in digital scripts requires the assistance of NICE CXone Expert Services and must include a Snippet action.
If the contact does not respond, the interaction is looped back to the account number prompt. This occurs up to the number of times specified in the Loop action. Each loop sends a message explaining that the system did not receive a response from the contact. If no response is received after the specified number of loops, a different message is sent to inform the contact that no account number was received, then the interaction ends.