SendSessionText

For CXone Messaging with ACD, this action can be used to include a message in an SMS interaction. You can configure who receives the message as well as who the message appears to be from. Messages sent with this action are included in CXone Messaging SMS transcripts.

For example, you could use this action to provide an after-hours message for inbound SMS messages received when your contact center is closed.

Supported Script Types

SMS

Properties

Property

Details
RoomID Associates the message with a specific interaction "room".

FromID

Associates the message with a specific sender.
Message The text that is sent when this action executes (directed towards the selected target). This field can consume variables.
ChatTarget

Allows you to specify the message sender and recipient as shown in the interaction itself. Choose one of the following from the drop-down:

  • Caller from System — A system-generated message is sent to the SMS 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 system 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.

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

Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.