Askcaller (Digital Scripts)

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

A speech bubble with a question mark inside.

Requests information from a contact using any supported digitalClosed Any channel, contact, or skill associated with Digital Experience. direct or private messaging application, such as Facebook Messenger or WhatsApp, as well as Digital Experience SMS and chat. For example, you can use this action to have the contact provide you an account number, their name, or any other useful information.

This action pauses the script until it receives a reply. The script waits for a response from the contact, even if it takes days or weeks. This supports the asynchronous nature of digital communications.

This action requires Digital Experience.


  • This action requires Digital Experience.
  • Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
  • You can use rich mediaClosed Elements in digital messaging such as buttons, images, menus, and option pickers. in the message to the contact. You have two options: 
    • Create rich message templates on the Points of Contact Digital page in CXone. Use the GETRICHMESSAGEaction in your script and configure it to send a rich media template. Place it before ASKCALLER. Set the MessageFormat property in ASKCALLER to JSON.
    • Build the JSON for the rich media content in a snippet action. In ASKCALLER, set MessageFormat to Prompt Sequence . This option is primarily for use with virtual agents. However, you may need to use it if the rich media you want to use isn't available as a template in CXone.
    • If the message you send includes rich media that the contact will interact with, such as a picker or button, you may you may also need to configure the ResultPostback property. It's recommended that you contact the NICE CXone Expert Services team for assistance in building digital scripts that include rich media.
  • Postback is only supported in the Studio script that originated the rich media.
  • Support for rich messaging content type varies by channel, as shown in the following drop-down.

Supported Script Types


The Askcaller action has separate help pages for the other supported script media types: SMS or chat.

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.  If you're sending rich media as a prompt sequence or via the GETRICHMESSAGE action, this field must be a JSON string.

Message Format

Select the format of the message you're sending. Options are:

  • PromptSequence: Select this option if sending rich media as JSON built in a Snippet. See the Dependencies section for details.
  • Text: Select this option if the message is plain text. This is the default.
  • JSON: Select this option if sending rich media via the GetRichMessageaction. See the Dependencies section for details.


An optional field that identifies CXone suite-level components interacting with this action.


The name of a variable to hold any returned postback data. This data is sent when the contact interacts with certain rich media types in the message you send. For example, if you include a time picker in the message, the time option the contact selects is returned in this variable.

Timeout Sec

The number of seconds the action waits to execute before timing out. The contact has this amount of time to enter information into their chat window.

To send a message without waiting for a response, set this property to 1.

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.



ResultVar 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.

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.

Tips and Tricks

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. Currently, using Reqagent with Askcaller in digital scripts requires the assistance of NICE CXone Expert Services and must include a Snippet 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.

An example digital script that uses the Askcaller action.

Download this script.