Get Custom Fields

Retrieves custom fields for the specified contact. You can use this action to bring values from custom fields into your script. These values can come from sources such as pre-chat forms or CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integrations. For example, you may ask the contact to provide their date of birth as part of their pre-chat interaction prior to talking with an agent. Including GET Custom Fields in your script allows that information to be populated into the Studio script. You can use the data to make more precise routing decisions. The data could also be used to automate or script a process. This is the digital equivalent of the CC Custom Fields action.

Dependencies

• This action requires Digital Experience.
• Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
• You can use more than one GET Custom Fields for one contact.
• The data includes fingerprints from chat channels, if available.

Supported Script Types

Digital

Comparison of Similar Actions

The following actions allow you to access Digital Experiencecustomer card from digital scripts types: 

• Get CustomerGet Customer
• Create Custom Field Customer CardCreate Custom Field Customer Card
• Get Custom FieldGet Custom Field
• Update Custom FieldUpdate Custom Field

To perform the same tasks in supported non-digital scripts, use: 

• CC CreateCC Create
• CC Custom FieldsCC Custom Fields
• CCPostMessageCCPostMessage

Input Properties

These properties define data that the action uses when executing.

Property	Description
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.
ContactId	The variable that holds the contact ID.

Output Variables

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

Property	Description
AbandonStatus (out)	Holds the value indicating whether this contact has abandoned the interaction. The default variable is AbandonStatus.
ContactCustomFields (out)	Holds the contact's custom field values. The default is ContactCustomFields.
CustomerCustomFields (out)	Holds the contact's custom field values from the customer card. The default is CustomerCustomFields.
CustomerFingerprint (out)	Holds the contact's fingerprint The contact's unique ID on the platform for the channel where the interaction is taking place.. The default variable is CustomerFingerprint.
DigitalContactStatus (out)	Holds the contact's current status. The default is DigitalContactStatus.

Branch Conditions

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

Condition	Description
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	The path taken when the action doesn't execute properly. For example, when there's an unexpected problem, such as poor connectivity, syntax errors, HTTP error codes, and so on. The ERR variable should be populated with a condensed explanation of the problem.
OnSuccess	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).