Scripting Details for CXone Bot Builder

With script integrations, you can write custom JavaScript to tell your botClosed A software application that handles customer interactions in place of a live human agent. how to respond in conversations. This page describes the methods, objects, and functions supported by Bot Builder.

The Scripts tab of the Integrations section, where you can write custom JavaScript on the left and see the executed code on the right.

Script Variables

You can create variables to use in Bot Builder scripts. Variables can store a value to be used elsewhere in the script. They can only be used in the script integration where you create them, but you can use them in any of the scripts in that integration.

Variable values cannot be changed in the script. They can only be modified on the script integration page or when an action that refers to the variable is used in a bot response in a storyClosed Used to train bot for interaction handling based on intent and context , ruleClosed Used to define bot's response to messages that don't change with context., or fallbackClosed These sites are for the development and support of CXone, not its operation. Blocking these may interfere with access to help and download links within the platform..

To use a variable in a script action:

  • The action's script must reference the variable.
  • It must be made editable in that action, if you want to be able to change the value when the action is used in a story, rule, or fallback.

Bot Builder scripts support four types of variables:

  • Text: Text variables hold simple string values. An editable text variable becomes a field in the custom bot action UI where you can enter text in the field to assign a value to the variable.
  • Number: Number variables hold numeric values. An editable number variable becomes a field in the custom bot action UI where you can enter a number in the field to assign a value to the variable.
  • Select: Use select variables when you want to define multiple possible values for the variable. A select variable becomes a drop-down list on the custom bot action UI. The options in the drop-down list are defined in the Values field in the variable definition on the Scripts tab.
  • Secret: Use secret variables to hold private data, such as tokens or API credentials. After entering the value, Bot Builder masks all but the first five characters with asterisks ( * ). The value is read-only and cannot be overwritten or changed by the script or via the bot action. If you need to change it, you must update the value on the Variable page in the script. Secret variables cannot be made editable.

You can define a default value for text, number, and select variables. When the variable is editable, the default value can be overwritten by selecting or entering a different value when you add the action to a bot response. When the variable is not editable but referenced in an action's script, the default value is used, if it has one. If no default is assigned, the variable has no value in the script.

The variables you create are added to the Variables object in the script integration.

Standard Objects and Functions

In addition to standard JavaScript functionalities, Bot Builder has the following bot-specific framework:

Because Bot Builder scripts operate on the server, there are some limitations to consider while building your scripts.

Bot Object

The Bot object contains methods that trigger bot actions. When writing a script, the web editor prompts you with all available methods including their arguments and types. The following methods are available when using the Bot object:

Many methods in the Bot object can be optionally customized with an options parameter. Options can be fallbackText (fallback) or typing (smart typing). Possible values for typing are 1, 2, or 3.

Options = {
	"fallbackText": "this is the fallback text",
	"typing": 2,
}

sendMessage

Enter a plain text message for the bot to send. Use the format .sendMessage(text: string, options: Options): void. The options parameter is not required.

Bot.sendMessage('This is message written by bot')
the output of the sendMessage method example

sendButtons

Configure and send up to three buttons. All button settings can be arranged by setting attributes. Use the example below to compare the button settings in the dialog with the attributes in the script. Use the format .sendButtons(text: string, buttons: ButtonPayload[], options: Options): void. The options parameter is not required.

Bot.sendButtons('This is message written by bot', [
{
	title: 'Button 1',
	intent: {
		name: 'mood'
	}
}
])
the output of the sendButtons method example

You can also trigger entityValue, text, or url through your script.

Combining these attributes can result in an error or unexpected behavior.

// triggers intent
{
	title: 'Title',
	intent: 'mood'
}

// triggers intent with entity value
{
	title: 'Title',
	intent: {
		name: 'mood',
		entity: 'myEntity',
		value: 'entity value'
	}
}

// url
{
	title: 'Title',
	url: 'https://www.nice.com'
}

// text
{
	title: 'Title',
	text: 'This is a text'
}

sendQuickReplies

Configure and send up to three quick replies. All quick reply settings can be arranged by setting attributes. The options for quick replies are the same as the options for buttons. Use the format .sendQuickReplies(text: string, quickReplies: QuickReplyPayload[], options: Options): void. The options parameter is not required.

Bot.sendQuickReplies('This is message written by bot', [
{
	title: 'Quick reply 1',
	intent: {
		name: 'mood'
	}
}
])

You can also trigger entityValue, text, or url through your script.

Combining these attributes can result in an error or unexpected behavior.

// triggers intent
{
	title: 'Title',
	intent: 'mood'
}

// triggers intent with entity value
{
	title: 'Title',
	intent: {
		name: 'mood',
		entity: 'myEntity',
		value: 'entity value'
	}
}

// url
{
	title: 'Title',
	url: 'https://www.nice.com'
}

// text
{
	title: 'Title',
	text: 'This is a text'
}

sendCards

Configure and send up to 10 cards. Use the format .sendCards(cards: CardPayload[], options: Options): void. The options parameter is not required.

Bot.sendCards([{
	title: 'Card title',
	description: 'Card description',
	image: 'https://picsum.photos/200/300',
	mimetype: 'image/jpeg',
	button: {
		title: 'Button title',
		url: 'https://www.nice.com/'
	}
}])
the output of the sendCards method example

sendMultimedia

Multimedia is not validated by Bot Builder, but can be validated in other integrations. The content on the url must be available for the entire time the script is used. It must also be publicly accessible, as it will be downloaded repeatedly when the script is run. The media type and size restrictions are the same as when you use a multimedia bot action. Use the format .sendMultimedia(url: string, mimetype: string, options: Options): void. The options parameter is not required.

Bot.sendMultimedia('https://picsum.photos/200/300', 'image/jpeg')
the output of the sendMultimedia method example

sendRichLink

Configure and send a rich link. Use the format .sendRichLink(richlink: RichLinkPayload): void.

Bot.sendRichLink({
	title: 'Title',
	url: 'https://www.nice.com',
	image: 'https://picsum.photos/200/300',
	mimetype: 'image/jpeg'
})
the output of the sendRichLink method example

sendListPicker

Configure and send up to 12 list picker options. All list picker options can be arranged by setting attributes. The options for list picker are the same as the options for buttons. Use the format .sendListPicker(message: string, description: string, actions: ListPickerPayload[], options: Options): void. The options parameter is not required.

Bot.sendListPicker('Message', 'Description', [{
	title: 'Title',
	description: 'Description',
	image: {
		url: 'https://picsum.photos/200/300',
		mimetype: 'image/jpeg'
	}
	intent: {
		name: 'mood'
	}
}])
the output of the sendListPicker method example

handover

Configure where the handoverClosed Any contact message that should trigger transfer to a live agent goes by using a queueId. This can be left null to use auto re-route, or it can be the id of an existing queue. Use the format .handover(queueId: ?string): void.

To locate a queueId:

  1. In CXone, click the app selector and select ACD.

  2. Go to DFO > Routing Queues.

  3. Locate the queue you need the id for and click Edit.

  4. On the edit page for the queue, look at the URL in your browser. The number after /edit/ is the queueId. It should look like five sets of numbers and letters divided by dashes. For example, 67bf5865-4556-40db-ba44-6c0cc3f88ffa.

Bot.handover(null)
// or
Bot.handover('queueId')
the output of the handover method example

addTags

Configure which tags should be applied. Any tags used in the script must already exist in Bot Builder. If a tag is called in the script but doesn't exist, the action will be ignored. Use the format .addTags(tags: string[]): void.

Bot.addTags(['Tag 1', 'Tag 2'])
the output of the addTags method example

waitForResponse

In some cases, you need to wait for a customer response and continue with your script execution. Since communication with customer is asynchronous, waiting for response is also asynchronous. The Bot.waitForResponse method takes one parameter: the name of the function that will be executed after a response is received. Use the format .waitForResponse(functionName: string): void.

This function has a postponed behavior. This means the outcome doesn't take effect immediately when executed. Instead, a current script execution must finish first. If you want the script to end with postponed behavior function, you must explicitly stop the script execution using a return statement or conditions.

function main() {
	console.log('Testing wait for response')
	Bot.waitForResponse('response') //The script continues to run and the next line executes while listening for a customer response
	console.log('This is still going to be executed')
}

function response() {
	console.log('Customer responded', Bot.slots['last customer message'].value)
}

fillSlot

Configure which slotClosed Entity extracted from contact's message and saved for use in bot responses. Similar to a variable. should be applied. Any slots used in the script must already exist in Bot Builder. If a slot is called in the script but doesn't exist, the action will be ignored.

If you just want to store the value for script run, use a local variable or use the Store object. Use the format .fillSlot(name: string, value: any[]): void.

To access the actual slot value, you must access the .value attribute.

function main() {
	Bot.fillSlot('slotName', 'slotValue');
	console.log(Bot.slots.slotName.value);
}
the output of the fillSlot method example

slots

In the dot notation, the editor can prompt available slotsClosed Entity extracted from contact's message and saved for use in bot responses. Similar to a variable., but this is only applicable when slot names do not contain spaces or special characters. In cases where slot names include spaces or special characters, the bracket notation must be used instead.

console.log(Bot.slots)

// example
let contactId = Bot.slots['contact.id'].value
let lastCustomerMessage = Bot.slots['last customer message'].value
the output of the slots method example

sendAsCustomer

This function allows you to add what the contactClosed The person interacting with an agent, IVR, or bot in your contact center. might say in your storiesClosed Used to train bot for interaction handling based on intent and context and rulesClosed Used to define bot's response to messages that don't change with context.. Use the format .sendAsCustomer(text: string): void.

This function has a postponed behavior. This means the outcome doesn't take effect immediately when executed. Instead, a current script execution must finish first. If you want the script to end with postponed behavior function, you must explicitly stop the script execution using a return statement or conditions.

Bot.sendAsCustomer('Hello bot')

Store Object

Store is an object created to store data during script execution. Compared to a local variable, it has the advantage that it can be used across multiple .waitForResponse functions.

set, get

Store.set(name: string, value: any[]): void

Store.get(name: string): any[] 

function main() {
	Store.set('token', 'my-secret-token')
	Bot.waitForResponse('response')
}

async function response() {
	console.log(Store.get('token')) // my-secret-token is logged
}

Variables Object

The Variables object holds the variables you create in the script integration. Each variable is a property of Variables. Each variable has a set of subproperties that hold information about it. The following example shows a select variable called colorChoice:

"colorChoice": {
  "defaultValue": "red",
  "options": [
	"red",
	"green",
	"blue"
	],
  "type": "select",
  "value": "red",
  "name": "colorChoice"
}

In the example, the list of values assigned to the variable are contained in the options property.

The defaultValue and value properties hold the same value initially. If you don't specify a default value for a select variable, the default is null. Variable values cannot be changed in the script, but they can be made editable, then changed when the action is used in a story or rule. 

Refer to Variables in a Script

Refer to a variable value using dot notation: Variables.varName.value

Refer to the list of options in a select variable: Variables.varName.options

View Existing Variables in a Script Integration

You can see a list of the existing variables and their properties in the script by adding the following line to your code, then executing the script. The list appears in the console. The code is: console.log(Variables). Similarly, you can view the contents of a single variable by adding console.log(Variables.varName.value) or console.log(Variables.varName.options)to your script.

fetch Functions

fetch(url: string, ?options), where possible options are:

  • method - 'GET', 'POST', 'PUT', 'DELETE'
  • headers
  • form_params
  • json
  • body

Use fetch for communicating with APIs. These can be any of the CXone APIs or your own.

const URL = 'https://nice.com'

async function main() {
	// 1. using async/await
	try {
		const response1 = await fetch(URL, { 'method': 'GET' })

		console.log(
			'response 1',
			response1.ok,
			response1.status,
			response1.statusText,
			response1.url,
			response1.headers
		)
		console.log('response 1', await response1.text())
	} catch (exception) {
		console.log('Error occured', exception)
	}

	// 2. using Promises
	fetch(URL, { 'method': 'GET' })
		.then(response => {
			console.log(
				'response 2',
				response.ok,
				response.status,
				response.statusText,
				response.url,
				response.headers
			)
	
			return response.text()
		})
		.then(response => {
			console.log('response 2', response)
		})
		.catch(exception => {
			console.log('Error occured', exception)
		})
	
	// 3. using fetchSync
	try {
		const response3 = fetchSync(URL, { 'method': 'GET' })
		console.log('response 3', response3)
	} catch (exception) {
		console.log('Error occured', exception)
	}
}

fetchSync

The fetch function is a standard implementation of JavaScript fetch, which returns Promise and also implements .json() or .text() functions on response.

There is also a synchronous variant fetchSync, which returns the response directly, not the Promise. If you want to stay consistent with the asynchronous world of JavaScript, use a standard fetch function.

Console Function

Console is used for testing your script. You can log any data. The result of the log is also stored in the conversation history but is not sent to the contactClosed The person interacting with an agent, IVR, or bot in your contact center..

the output of the log method example

log

Use the format console.log(…output: any[]): void.

console.log('my log', 123, {pi: 3.14})

warn

Use the format console.warn(…output: any[]): void.

console.warn('my warn', 123, {pi: 3.14})

info

Use the format console.info(…output: any[]): void.

console.info('my info output', 123, {pi: 3.14})

debug

Use the format console.debug(…output: any[]): void.

console.debug('my debug output', 123, {pi: 3.14})

error

Use the format console.error(…output: any[]): void.

console.error('my error output', 123, {pi: 3.14})

Error Handling

onError

You can handle errors from unexpected exceptions by defining your onError function.

let onError = (e) => console.log('my handler', e.message)
		
function main() {
	Bot.nonExistentMethod()
}