EMAIL (Digital Scripts)

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

An envelope.

Generates an email to send through a digitalClosed Any channel, contact, or skill associated with Digital Experience. email channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..


  • This action requires Digital Experience.
  • Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
  • Attachment files must be stored in your CXone file storage. They can be located in a subfolder. You can access your file storage through the Browse ACD Files page in CXone or using Desktop Studio.

Supported Script Types

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


Input Properties

These properties define data that the action uses when executing.

You can use variable substitution in all of the properties of this action.




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.


The file name and path for any attachments being sent with the email. Separate multiple files with a semicolon.

Attachment files must be located in your CXone file storage.

Body The plain text content of the email message.
CCRecipient The email addresses of one or more carbon copy recipients of this message.
EmailPOC Select the digitalClosed Any channel, contact, or skill associated with Digital Experience. email point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. to use when sending this message.

Optional HTML code for the body of the email message.

If the recipient's email client cannot display HTML, they will see the plain text from the Body property.


Use this property if the email you're sending is part of an email thread. Include the ID of the thread from the external email platform.

If you use this option, the original email body isn't included in the message you send. If you want to include the email body, use the {__threadIDOnExternalPlatform} variable. If you want to use the original subject in the reply message, use the GETMESSAGES action and include the subjectvar variable.

Recipient The email address of the recipient of this email. This field is required.
Subject The subject of the email being sent. This field is required.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.



ErrorMsgVar (out)

Holds any error messages returned from the sending of this message. The default variable is: ErrorMsgVar.

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.


Path taken when the format of the To email address is not valid, such as if it's missing the @ symbol or the top level domain at the end.