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This action is supported only for Digital First Omnichannel-enabled customers and provides the option to publish content to body of a case as a direct message. This content persists on the customer card as part of the case. Content added using CC Post Message supplements information captured in cases automatically, such as ContactID, ANI/DNIS, Skill, Start/End Times, and so on. Because the content consists of simple character strings, you can use it to include links to relevant cases/objects from CRMs or other relevant content. |
Supported Script Types
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| Chat | Phone | Voicemail | SMS |
Properties
| Property | Details |
|---|---|
| MessageBody | The message that is added to the case. Message content cannot exceed 1 MB. |
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. |
| OnError | Only returns if you use this action and a case has not been created. |
Tips & Tricks
- This action must be placed AFTER the CC Create action, but before the contact has ended. The best placement is directly after CC Create and, if applicable, CC Custom Fields.
- When CC Post Message is used, you should instruct agents to enable panels in their MAX settings. When panels are enabled, MAX has better control of the screen pop and will close it automatically if the agent rejects the call.
Phone Script Example Using CC Post Message
In this example, CC Post Message is the 3rd action, after Customer Card Create, with the caption PostMessage. An example of the event would be:
{
"EventType": "PostMessage",
"MessageId": "1c60220e-978b-4e65-82a0-1d75b08ee4d1",
"TenantId": "11e9d30c-b236-e0c0-96e2-0242ac110004",
"ContactId": 1710502,
"MasterId": 1710502,
"CustomData": {
"MessageBody": "This could be text from an ASSIGN action that is passed to the PostMessage."
}
}