Call Studio Script URL

This workflow automation job executes a Studio script. The page displays information about the placeholders you can include in the script you call to have certain data included in the script. For example, you can include the IDs for the caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., post, channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center., message, outbound author, or inbox assigneeClosed The agent whose inbox a case currently resides in. An agent remains the inbox assignee until they close the case's tab..

You can use this job to send information to a customer relationship management (CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.) software such as Salesforce to save data or update a status.

Workflow Automation (WFA) can interact with interactions managed by scripts. However, digital Studio actionsClosed Performs a process within a Studio script, such as collecting customer data or playing music. do not run natively in scripts launched by WFA or via URL. This is because digitalClosed Any channel, contact, or skill associated with Digital Experience (DX). actions rely on system variables that only exist in scripts that start with a digital point of contact.

When WFA spawns a script, whether through an API call or a URL, it runs with minimal data and independently from the original contact script. As a result, many required system variables are missing. Digital actions cannot run in scripts launched with WFA or started via URL. Attempting to pull digital actions into a WFA script fail because the necessary context does not exist.

Example workflow:

  • WFA triggers an event.

  • The event sends an OnSignal to the original digital script.

  • The original script executes the required digital action using its existing system variables.

All inbound contacts should be managed by digital scripts. Studio actions aren't compatible with workflow automation, so call the script that is already running with the contact. Configure actions natively in Studio instead of with workflow automation. You can also use Studio to spawn a script with an ACD scripts page URL, instead of using this WFA job. You cannot use this job to call a non-digital script for a digital interaction.

Contact center administrator Akela Wolf wants to automatically send her contact center's chat interaction transcripts to a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.. To accomplish this automated process, Akela creates a Before case closed trigger with Delayed execution of 7 seconds and the following conditions:

  • Included channels condition: Allows her to specify which channels this trigger should apply to.
  • Routing queues: Allows her to specify which routing queues or digital skills he wants this time limit to apply to. She adds this under Delayed conditions.

Then, she creates the Call Studio Script URL and under Parameters, enters the script URL with variables for relevant placeholders.

With this configuration, a Studio script shares the chat interaction transcripts with the CRM.

Create This Job

If you want a script to run for multiple skills, you must create an automation job for each one.

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Call Studio script URL.
  6. Provide the Script URL. Make sure the URL contains the necessary elements to call the script, described in the table below
    FieldDetails
    {{caseId}}ID number assigned to a contact.
    {{postId}}ID number assigned to a social media post.
    {{channelId}}ID assigned to the channel.
    {{inboxAssigneeIncontactId}}ID of the agent currently assigned to the contact.
    {{messageId}}ID assigned to an individual message.
    {{authorUserIncontactId}}ID of the user who wrote the message.
    {{skillId}}

    ID of the default ACD skill that's being used to send the message. You cannot use a placeholder, but you could pull a skill ID out of the contact inside the script.

    The skill you use must be active and match the script media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.. Scripts with the Generic type work with any active skill.

    This parameter is required.

  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. If you need to, create a new trigger and add conditions to it. These steps can be found on the individual help page for each trigger, listed in the following drop-down:

  3. Locate the trigger you want to assign this job to and open it.

  4. Click Add existing job.

  5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  6. Click Add.