Update Digital Contact Status

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

Updates the status of a digital contact.


  • 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.



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.

Contact Id

The variable that holds the contact ID. 


Select the new status you want the contact to have. Options are Open, Pending, Escalated, Resolved, and Closed.

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.

The path taken when the action doesn't execute properly. For example, when there's an unexpected problem, such as poor connectivity, syntax errors, HTTP error codes, and so on. The ERR variable should be populated with a condensed explanation of the problem.


The path taken when the specified contact ID is not valid.


The path taken when the specified status is not valid.