This help page is for Desktop Studio. This information is also available for CXone Studio.

The starting point of a script. Every Studio script and subscript must have one Begin action.


  • Begin must be the first action in the script.
  • Every Studio script must have one Begin action. If a script has more than one Begin, the script may not work as intended.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

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

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.


Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.




Change the Caption to something that uniquely identifies this action in the script. The IVR Press Path report includes the action name and caption. Descriptive, unique captions make the reports easier to read and understand.Use only for BEGIN CASE IF IVRLOG MENU and REQAGENT For example, you could change it to include name of the script.


This property is not used.


Click the ellipsis icon in the field and add a variable for each parameter that's passed to this script. Enter one variable per line in the editor window. Use meaningful variable names. Variable names do not have to match the name of the corresponding variable used in the source that passes the parameters.

Parameters can come from sources such as API calls or another script that spawned the current script. Parameters that are passed into a script appear in that script's trace output in the Begin action.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.




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.

Tips & Tricks

If your script randomly starts in the middle instead of where you expect it to, check for a second Begin action that may have accidentally been added. Scripts start at last Begin action that was added.