GETRICHMESSAGE

Passes rich message JSON to the digital AskCaller action or TExtMsg action.  This allows you to use rich message templates created on the Point of Contact Digital page in ACD in your scripts instead of building the JSON in the script.

Dependencies

• This action requires Digital Experience.
• Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
• Must be used with one of the following actions: AskCaller or TExtMsg.
• Place GETRICHMESSAGE before AskCaller or TExtMsg in your script.

• Support for rich messaging content type varies by channel, as shown in the following drop-down.

  Learn more

  The following table shows the types of rich content Elements in digital messaging such as buttons, images, menus, and option pickers. available for each digital channel. Some rich content uses TORM (truly rich omnichannel messaging) and is configurable under Rich Message Settings. Any rich content not supported by TORM is configurable under chat, email, Apple Messages for Business, and WhatsApp.

  Channels that are not listed do not currently have rich content support. Any rich content sent through other channels is delivered as plain text.

  	Adaptive Cards	HTML & Markdown Text	Rich Link	Quick Replies	List Picker	Time Picker	Form message
  Apple Messages for Business
  Digital Chat
  Email				Uses fallback text
  Facebook Messenger
  WhatsApp
  Google Business Messages

  Supported:

  Not Supported:

  This rich content is available for use by APIs, bots, virtual agents, and live agents. However, not all rich content is supported for use by live human agents. The following table shows what rich content is visible to live agents in the Customer Card section in MAX. Live agents can access rich content not supported by TORM under Message Templates > Choose template. Live agents can access rich content supported by TORM under Rich Messages > Rich message.

  	Adaptive Cards	HTML & Markdown Text	Rich Link	Quick Replies	List Picker	Time Picker	Form message
  Apple Messages for Business
  Digital Chat
  Email
  Facebook Messenger
  WhatsApp
  Google Business Messages

  Supported:

  Not Supported:

• Create rich message templates to use with this action on the Point of Contact Digital page in CXone. You can create templates for list pickers, time pickers, rich links, and quick replies. If you need to use other rich media, you cannot use GETRICHMESSAGE. Instead, you must build the JSON in a Snippet action and pass it directly to AskCaller or TExtMsg. See the Dependencies section in the online help for those actions for more information.

Supported Script Types

Digital

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

• AskCaller: Requests information from a contact on a digital chat-based channel. Can display rich messaging Elements in digital messaging such as buttons, images, menus, and option pickers. content.
• GetRichMessage: Retrieves rich messaging templates from the channel's configurations in CXone.
• Textmsg: Sends a text-based message to a contact. Can display rich messaging content.

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.
channelID	Select the digital channel this script uses to send messages.

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.

Property	Description
resultSet	Holds the JSON returned from CXone. Pass the contents of this variable to Askcaller or TExtmsg as a JSON string.

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

Required SNIPPET Action Code

This action may require a Snippet action with code that handles the rich media templates that the GETRICHMESSAGE action returns from the digital point of contact. If the point of contact only has one template, you don't need snippet code. You can use the variable specified in the Result Set property. For points of contact that have more than one template, you need snippet code.

1. Create a template on the Points of Contact Digital page in the ACD application and assign it to the point of contact you want to use it with. You may need assistance from a CXone administrator to complete this step.

2. Create a script with the digital media type.

3. Add a GETRICHMESSAGE action and either an ASKCALLER action or a TeXTMSG action. If the point of contact has more than one template, you also need a SNIPPET action.
4. Configure the ChannelId property in GETRICHMESSAGE with the point of contact you assigned the template to.
5. Add the appropriate code to the SNIPPET action:

   • If you only have one template or if you only want to send one template with this script, use code such as:

     DYNAMIC json1 
     ASSIGN json1.data[1] = resultset.data[1]

   • If you have multiple templates and want to be able to send more than one with this script, use code such as:

     DYNAMIC json1
     DYNAMIC json2
     DYNAMIC json3
     				 
     ASSIGN json1.data[1] = resultset.data[1]
     ASSIGN json2.data[1] = resultset.data[2]
     ASSIGN json3.data[1] = resultset.data[3]

6. Change the index number that identifies the template you want to send. In the example code from the previous step, you would change the index numbers in the resultset.data[x] variable. Do not change the index in the variable you're assigning the template to. In the example code, the variable is jsonY.data[Z], and you could change Y but not Z. Each jsonY variable holds one template.
7. Modify the variable names if you want. If you do, change the variable names as needed in the other actions in the script. For example, resultSet is the default variable name in the resultSet property of GETRICHMESSAGe. The jsonY variables are used in the Message property of AskCaller and Textmsg.
8. Configure AskCaller or Textmsg: 
   1. Set the MessageFormat property to JSON.
   2. Configure Message with the name of the variable that holds the JSON of the template you're sending. It must be sent as a JSON string. You can use variable substitution in this field. If you do, add code to a Snippet to choose the template to send and pass the right variable on.
   3. Configure other properties of the actions as needed, including connecting the branches. Refer to the online help for the ASKCALLER action or TeXTMSG action.

Script Example

This example shows the GETRICHMESSAGE action connected to a SNIPPET action, which is connected to TeXTMSG. It could also be connected to ASKCALLER. When the script runs, GETRICHMESSAGE retrieves the available rich message templates for the digital channel specified in ChannelId. They're stored in the variable specified in the Result Set property. In this example, the variable is resultId. The snippet code contains a dynamic data object that will hold a specific rich message template JSON and pass it to TeXTMSG.