Textmsg

Sends a plain text message to a chat contact, the live agent, or both. The message can come from the system, the agent, or the contact.

Dependencies

This action only works with scripts that have the chat media type. It does not work with SMS text messages or phone scripts.

Supported Script Types

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

Chat

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.

Target

Select the recipient of the message generated by this action:

  • Caller from System: A system-generated message is sent to the chat contact only. The contact sees that the system originated the message. This option would be appropriate for a message such as "An agent will be with you shortly."
  • Agent from System: A system-generated message is sent to the agent only. The agent sees that the system originated the message.
  • Both from System: A system-generated message is sent to both the agent and the chat contact. Both parties see that the system originated the message.
  • Caller from Agent: An agent-generated message is sent to the chat contact only. Both parties see that the agent originated the message.
  • Both from Agent: An agent-generated message is sent to both the agent and the chat contact. The contact sees that the agent originated the message.
  • Agent from Caller: A chat contact-generated message is sent to the agent only. Both parties see that the chat contact originated the message.
  • Both from Caller: A chat contact-generated message is sent to the agent and the chat contact . Both parties see that the chat contact originated the message.
Text

Enter the message you want this action to send.

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.