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

Allows you to set up multiple custom branches based on the value of the action's Variable property.

For example, the Case action might be used in a chat script where the chat window presents a pre-chat form to the contact. From a drop-down on the form, the contact chooses from a list of products to chat about. The products are set up as variables in the Begin action for the script, and the Case action is then used to set up different branches depending on the product the contact selected.

There is no limit to the number of branches that can be used in a single Case action.


  • For every possible variable value, you must create a custom branch condition.
  • Always connect the Default branch of the Case action. This is particularly important if the variable in the Variable property might sometimes hold a different or unexpected value. Connecting the Default branch gives the script a way to handle unexpected values.

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.



Add Caption

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.

Variable The name of the variable you want CASE to pull the value from.

Result Branch Conditions

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



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 action's other branches are not defined.

Add a Variable Branch to a CASE Action

Case variables are added by using the connector or link to the appropriate action.

  1. On the canvas, drag a connector from the Case action to a different action.

    The Pick Branch window will open, as follows:

  2. Click the Plus sign (+) to create a new branch.

  3. Enter the value of the variable that will trigger this branch to be taken, for example '1.'
  4. Click OK.
  5. Repeat as needed for each branch.

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, Case is connected to three different Runscript actions. If a call comes in with a DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. of 8881234567, then the Sales Runscript action runs a designated subscript. If the DNIS is 8771234567, then the Collections Runscript action runs a different script. Finally, if call does not come in on either of those DNIS numbers, the Customer Service Runscript action triggers a subscript.

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