SendSMSPayload

For digital channels with ACD, this action manages the framework in which an SMS interaction is handled. This framework is known as the text hub, and each interaction takes place in a "room" within that hub.

SendSMSPayload encompasses an entire CXone SMS Messaging interaction in a single action. This includes creating, managing, and terminating the text hub session, as well as generating and saving a transcript if you enable that functionality. You can place SendSMSPayload anywhere in any type of script where you want to support SMS interactions.

You can also use SendSMSPayload in SMS or non-SMS scripts to send a single message to a contact at the end of an interaction. For example, an OnRelease action in a phone script could trigger a SendSMSPayload action that sends a post-interaction survey URL to the contact.

Using this action requires that you have a provisioned SMS long or short code for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.

Property

Description
Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

ToNumber

The phone number to receive the SMS message.

FromNumber

The phone number the SMS message is sent from. Enter the phone number or select one from the drop-down.

If the phone number requires E164 formatting, enter the number and the plus sign ( + ). Selecting the number from the drop-down doesn't add the required formatting. This is a requirement for numbers in Europe and other locations outside North America.

Message

The SMS message contents.
PartyType

Select a party from the drop-down.
SaveTranscript

Boolean. Whether or not to save a transcript of the text messages.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
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.

OnError

Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

OnErrorSMSMessageTooLong

Path taken if the SMS message is longer than the specified number of characters.
OnNeedsRetry

Path taken if a retry is needed.
OnInvalidTransportCode

Allows you to create a branch for the specific error condition.
OnTimeoutWaitingForResponse

Path taken if there is no response for the number of seconds specified.