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For CXone Messaging 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 Messaging SMS 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. |
Supported Script Types
Properties
|
Property |
Details |
|---|---|
| ToNumber | The phone number to receive the SMS message. |
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FromNumber |
The phone number from which the SMS message will be sent. Select a number from the drop-down. |
| 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. |
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. |
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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. |
| 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. |