Requests information from a digital 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
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.
|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.|
|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
- Include additional Askcaller actions in the loop to provide messages at intervals to prompt a response. For example, if the contact doesn't respond within five seconds, prompt a response with, "Are you still there?" See the script example for more information.
- Combine with a virtual agent bot A software application that handles customer interactions in place of a live human agent. by including one of the supported virtual agent actions. Create a loop with the Askcaller action and the bot 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 JSON as the MessageFormat, you can customize the message that you pass to the contact. JSON allows you to send multiple text bodies at the same time, and to include menus, buttons, carousels, quick replies, and so on. Not all Digital First Omnichannel channels A way for contacts and agents to interact, such as 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.
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.
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