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

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Forwards a message using any digitalClosed Any channel, contact, or skill associated with Digital Experience. email channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..


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

Supported Script Types


Input Properties

These properties define data that the action uses when executing.

You can use variable substitution in all of the properties of this action.



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.

Add Attachment

Enter the name and path of the file you want to include as an attachment with the forwarded email.

BCC Enter one or more email addresses to add as BCC recipients of the forwarded email. This field is optional.
Body Enter the body of the forward email.
CC Enter one or more email addresses to add as CC recipients of the forwarded email. This field is optional.

Channel Id

Enter the channel ID of the digital email channel you want to use to forward the email. This field is required.

Message Id

Enter the message ID of the email you want to forward. This field is required.
To Enter the email address you want to forward the email to. This field is required.

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.


Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).