TEXTMSG (Digital)

Sends a text-based message to the contact. The digital Textmsg action supports rich media 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.

Dependencies

• 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 media 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 Mpower. 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 Mpower.

• 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:

Supported Script Types

Digital

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.
Message	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.
Message Sender	For internal use.
Message Status	The status of the message. Select an option from the drop-down. Options are Pending, Escalated, Resolved, and Open. The default is Pending.
Message Author	The sender of the message. Select an option from the drop-down. Options are System and all agents that can send digital messages. The default is System.
Message Status	The status of the message. Select an option from the drop-down. Options are Pending, Escalated, Resolved, and Open. The default is Pending.

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.

Script Example

In this example, TEXTMSG has the caption newWelcomeMsg. The script shows how you can capture values from a pre-chat survey, setting variable values used by TEXTMSG, then sending the contact The person interacting with an agent, IVR, or bot in your contact center. to an agent.

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