This help page is for Desktop Studio. If you're part of the CXone Studio Controlled Release (CR) program, you can find this information in the CXone Studio online help. If you're not part of the CR program but want to be, contact your CXone Account Representative.

Enables you to inform contacts of their position in the chat queue. The Message value is displayed in the customer chat interface to waiting contacts . In a Studio script, Quemsg should follow Reqagent.

If your organization uses V2(HTML5) custom chat profiles, a waiting queue and waiting message may be configured as part of the profile. In that instance, when the contact enters the waiting queue, the waiting message will display for the first five seconds, followed by the value in the Message field. These messages alternate every five seconds for the duration of the contact's time in the waiting queue. This configuration also restricts the character count of the Message field as described later in this topic.

If a waiting queue is not configured, only the value in the Message field displays.

The queue information appears as a system message, as shown in the following image.

Supported Script Types

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.


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 default is the action name.


Displays the message that is sent to the chat contact. The default message is, "There are %q contacts ahead of you...". The "%q" is a variable that provides the number of chat contacts in queue for the skill. You can change this message as needed.

There is no Studio-enforced limit to the character count for this message. However, if your organization uses V2 (HTML5) custom chat profiles and a waiting queue is configured, the message can be no longer than 168 characters. Exceeding this limit causes the end of the message to be cut off and replaced with an ellipsis ( ... ). The remainder of the message is shown in a tooltip.

If a waiting queue is not configured, or if your organization uses V1 (ASPX) custom chat profiles, the character count of that field is constrained by the selected font size for when the chat interface is embedded, or by the browser width if the chat window is popped out. As a general guideline, the character limit is 47 using the regular default font; 57 using the small font; and 28 using the huge font.

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.