CC Post Message

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

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, ANIClosed Also known as caller ID. Listed phone number of an incoming voice call./DNISClosed 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 skillClosed 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 CRMsClosed 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 cards in non-digital scripts.


Supported Script Types

Email Chat Phone Voicemail SMS

Comparison of Similar Actions

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

To perform the same tasks in digital scripts, use: 

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.

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.




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.

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 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."