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

Generates a new email.


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.




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.

MailServer This property defaults to a built-in mail server listed as Automatic.
SenderName The name of the sender.
SenderAddress The email address of the sender. The address is not required to be valid, but it must have as the domain. If this action does not have a sender address, the email will not be sent.
Recipient The email address to receive the message.
CCRecipient The email address(es) for the carbon copy recipient(s).
Subject The subject of the email. If a subject is not entered, the email will not be sent.
Body The content of the message to be sent to the recipient.
HTML This property is optional. The HTML code of the body of the document. If the recipient's mail reader is not capable of showing HTML, they will see the plain Body text.
Attachments Lists the file name and path for each attachment for the message. Separate multiple filenames with a semicolon. Attachment files must exist on the CXone file server. You can upload files on the Browse ACD Files page or using Desktop Studio.
ErrorMsgVar The name of a variable to receive the mail server response text in case of an error.

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.
OnError 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.
OnInvalidFormatEmail Path taken when the email content is in an invalid format.