CC Custom Fields

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

This action allows you to populate custom fields in a customer card with values gathered through an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration, or similar script. It does not support populating values to custom fields in digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions.

For example, you may ask the contact to provide their date of birth as part of their IVR interaction prior to talking with an agent. By including CC Custom Fields in your script you can have that information populated into the customer card and displayed in MAX. The field could also be used to automate or script a process.

You can use multiple CC Custom Fields actions for one contact.

This is one of several actions that allow digital-enabled systems to access digital customer cards in non-digital scripts.


  • This action requires Digital Experience.
  • The custom field must be created in Digital Experience before you can use it in a script, so your tenant must be enabled for Digital Experience and you must have at least one licensed seat for that product.
  • This action must be placed AFTER the Customer Card Create actionaction, but before any ONANSWER actionaction.

Supported Script Types

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 SMS script type - a smart phone with a chat bubble coming out of it.

Email Chat Phone SMS

Comparison of Similar Actions

The following actions allow you to access Digital Experience customer cards from supported non-digitalClosed Any channel, contact, or skill associated with Digital Experience. script types: 

To perform the same tasks in digital scripts, use: 

Input Properties

These properties define data that the action uses when executing.




Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

customCaseFields A list of the custom fields you want to populate. These are the values assigned in the Ident field. Field names will automatically be converted to lower case, and automatically have spaces replaced with an underscore (_). You don't need to use brackets or quotes when entering the list.
customCaseValues A list of values for the custom fields. You must have as many values as you have fields, but you may pass an empty value.

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.


Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this example, CC Custom Fields is the third action, after Customer Card Create, with the caption CustomField. This allows the agent to see the age, number of laughs, and other information about the customer while handling an interaction with that customer. When scripted, the customCaseFields property would contain: age,laughs,state,cat_person,dog_person. The customCaseValues property would contain: 34,yes,Arkansas,no,yes.

The resulting event would be:

"EventType": "CustomFields",
"MessageId": "1c60020e-978b-4e65-82a0-1d75b08ee4d1",
"TenantId": "11e9d30c-b236-e0c0-96e2-0242ac110004",
"ContactId": 1684463,
"MasterId": 222599970,
"CustomData": {
	"age": "34",
	"laughs": "yes",
	"state": "Arkansas",
	"cat_person": "no",
	"dog_person": "yes"