Update Digital Contact Status

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

Icon for the Update Digital Contact Status action.

Updates the status of a digital contact.


  • This action requires Digital Experience.
  • Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.

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.




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 contact IDClosed A unique numerical identifier assigned to each contact for which you want to obtain details.


Select the new status you want the contact to have. Options are Open, Pending, Escalated, Resolved, and Closed.

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.

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.

OnInvalidContactId Path taken if the system couldn't find a call with the specified contact ID.

The path taken when the specified status is not valid.