End a Contact

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

Designed to terminate an active contact based on the unique contact ID. This can be used in any media type or channel and forces the active contact to conclude upon proper execution. Typical uses cases would be in emergency scenarios, clearing stuck contacts from queue, terminating a specific script (i.e. spawned), or when using API calls to run your agent application.

If terminating a specific script, you can use the End action. To terminate an active voice contact within the same script, you can use the End a Contactaction.


This action is found on the API Actions palette in Studio.

Supported Script Types

A square with a line branching from it that goes to three other squares.


Email Chat Phone Voicemail Work Item SMS

Comparison of Similar Actions

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

  • Discard: Terminates an email script.
  • End: Terminates a phone, voicemail, SMS, or digital script. Does not terminate a digital contact, but terminates contacts in scripts with other media types.
  • End a Contact: Terminates the active contact. Does not terminate the current script.
  • EndText: Terminates an SMS workflow that doesn't include a Regagent action (for digitalClosed Any channel, contact, or skill associated with Digital Experience. channels only).
  • EndWi: Terminates a work item with a cause code. Does not terminate the current script.
  • Exit: Terminates a chat session and disconnects the chat contact.
  • Hangup: Terminates a phone script.
  • Return: Terminates a subscript and returns control to the originating script.

Do not use the Stop action to end a script. It does not terminate the script and leaves contacts running. This has a negative impact on the CXone servers.

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.

Security User The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).
Contact Id The desired state to which the agent will be set after executing this action successfully. Options include Unavailable or Available and can be consumed as variables.

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.
Success Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
Invalid Contact ID Path taken if the requested Contact ID is invalid.
Unauthorized Path taken if the SecurityUser does not have the correct roles/permissions in order to execute the API action.
Invalid Security User Path taken when an invalid security user is used.