Askcaller (Digital Scripts)

The Askcaller action icon - a chat bubble with a question mark on a yellow-green background.

Requests information from a digitalClosed Any non-voice channel, contact, or skill such as email, chat, messaging, work item, or SMS. 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 icon for Digital scripts - purple background with the outline of a monitor and phone.
Digital

The Askcaller action can also be used in scripts with the SMS or chat type.

Before using a digital script, be aware of these important details: 

  • Currently, digital scripts must be built by the NICE CXone Expert Services group. Ask your CXone Account Representative for more information.
  • Digital scripts cannot be used for public Digital First Omnichannel channels.
  • The Default skill can route to agents if they are assigned to that skill
  • Digital scripts are currently only supported for routing through the Reqagent action. After Reqagent, the script must use an End action. The End action only terminates the script, not the contact. The contact will be queued and handled by agents as any digital contact would that wasn't routed with a digital script.

Properties

Property Details
Message The text that is sent when this action executes (directed towards the selected target). This field can consume variables.
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.

Branches

Branch Details
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 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.

Tips and Tricks

Script Example Using AskCaller

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.

An example digital script that uses the Askcaller action.

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