Textmsg (Digital)

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

Sends a text-based message to the contact.

The digital Textmsg action supports rich mediaClosed Elements in digital messaging such as buttons, images, menus, and option pickers. content. If the digital channel you're using supports it, you can use this content in the messages you send. Rich media content includes things such as buttons, carousels, and list pickers.


  • This action requires Digital Experience.
  • Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
  • You can use rich mediaClosed Elements in digital messaging such as buttons, images, menus, and option pickers. in the message to the contact. You have two options: 
    • Create rich message templates on the Points of Contact Digital page in CXone. Use the GETRICHMESSAGE action in your script and configure it to send a rich media template. Place it before TextMsg. Set the MessageFormat property in TextMsg to JSON.
    • Build the JSON for the rich media content in a snippet action. In TextMsg, set MessageFormat to Prompt Sequence . This option is primarily for use with virtual agents. However, you may need to use it if the rich media you want to use isn't available as a template in CXone.
  • Support for rich messaging content type varies by channel, as shown in the following drop-down.

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.


The text of the message you want to send. You can use a variable for this field.

Message Format

Select the format of the message you're sending. Options are:

  • PromptSequence: Select this option if sending rich media as JSON built in a Snippet. See the Dependencies section for details.
  • Text: Select this option if the message is plain text. This is the default.
  • JSON: Select this option if sending rich media via the GetRichMessageaction. See the Dependencies section for details.

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.