Call Studio Script URL

Executes a Studio script. The page displays information about the placeholders you can include in the script you call to have certain data included in the script. For example, you can include the IDs for the case, post, channel, message, outbound author, or inbox assigneeClosed The agent whose inbox a case currently resides in. An agent remains the inbox assignee until they close the case's tab..

You can use this job to send information to a customer relationship management (CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.) software such as Salesforce to save data or update a status.

All inbound contacts should be managed by digital scripts. Studio actions aren't compatible with workflow automation, so call the script that is already running with the contact, configure actions natively in Studio instead of with workflow automation.

To accomplish this automated process, Akela creates a Before case closed trigger with the following conditions:

  • Included channels condition: Allows her to specify which channels this trigger should apply to.
  • Current contact assignment: Allows her to specify the case assignment status this trigger should apply to. Akela selects The case is waiting in the queue to only target contacts that haven't been assigned to an agent yet.

    Then, she creates the Call Studio Script URL job and under Parameters, enters the script URL with variable for relevant placeholders.

    Then, she creates the Call Studio Script URL and under Parameters, enters the script URL with variable for relevant placeholders.

With this configuration, contacts who close or cancel an interaction while they're still waiting in the queue are marked as abandoned.

Create This Job

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Call Studio script URL.
  6. Provide the Script URL.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.