Askcaller (Chat Scripts)

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

Requests information from a chat contact. For example, use this action to have them provide you with an account number, their name, or any other useful information.

Supported Script Types


The Askcaller action can also be used in scripts with the SMS or digital media type.

Input Properties

These properties define data that the action uses when executing.



Add Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.

Message The text that is sent to the selected target when this action executes. You can use variables in this field.
Result Var The variable name that is created and holds returned information. For example, if the contact enters their account number as 123456, then the variable holds 123456. The default is RES.
Timeout Sec

The number of seconds the action waits to execute before timing out. The value must be between 0 and 60. The contact has this amount of time to enter information into their chat window.

In Value Mode: Enter the number of seconds or click the + or - buttons to change the value.

In Expression Mode: Enter the number of seconds.

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.
Timeout Path taken if there is no response for the number of seconds specified.
CallerResponded Path taken if the contact provides a response.
Error 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.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In the following script, the Askcaller action requests an account number from the contact. If the contact provides an account number, they are passed on to an agent through the Reqagent action. If the contact does not respond, the interaction is looped back to the account number prompt. This occurs up to the number of times specified in the Loop action. Each loop sends a message explaining that the system did not receive a response from the contact. If no response is received after the specified number of loops, a different message is sent to inform the contact that no account number was received, then the interaction ends.

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