CC Post Message

This action provides the option to publish content to body of a case as a direct message. This content persists on the customer card as part of the case. Content added using CC Post Message supplements information captured in cases automatically, such as contact ID, ANI Also known as caller ID. Listed phone number of an incoming voice call./DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls., ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, interaction start/end times, and so on. Because the content consists of simple character strings, you can use it to include links to relevant interactions or objects from CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories. or other relevant content. This is one of several actions that allow digital-enabled systems to access digital customer card in non-digital scripts.

Dependencies

• This action requires that you have Digital Experience.
• CC Post Message must be placed after the CC Create action, but before the contact has ended. The best placement is directly after CC Create and, if applicable, CC Custom Fields.
• When CC Post Message is used, you should instruct agents to enable panels in their MAX settings. When panels are enabled, MAX has better control of the screen pop A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. and will close it automatically if the agent rejects the contact.

Supported Script Types

Email	Chat	Phone	Voicemail	SMS

Comparison of Similar Actions

The following actions allow you to access Digital Experience customer card from supported non-digital Any channel, contact, or skill associated with Digital Experience. script types: 

• CC Create
• CC Custom Fields
• CCPostMessage

To perform the same tasks in digital scripts, use: 

• Get Customer
• Create Custom Field Customer Card
• Get Custom Field
• Update Custom Field

Input Properties

These properties define data that the action uses when executing.

Property	Description
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.
MessageBody	The message that is added to the case. Message content cannot exceed 1 MB.

Result 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.
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

In this example, CC Post Message is the 3rd action, after Customer Card Create, with the caption PostMessage. An example of the event would be:

{
"EventType": "PostMessage",
"MessageId": "1c60220e-978b-4e65-82a0-1d75b08ee4d1",
"TenantId": "11e9d30c-b236-e0c0-96e2-0242ac110004",
"ContactId": 1710502,
"MasterId": 1710502,
"CustomData": {
	"MessageBody": "This could be text from an ASSIGN action that is passed to the PostMessage."
	}
}