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.

Contact center administrator Akela Wolf wants to automatically send her contact center's chat interaction transcripts to a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.. To accomplish this automated process, Akela creates a Before case closed trigger with Delayed execution of 7 seconds and the following conditions:

  • Included channels condition: Allows her to specify which channels this trigger should apply to.
  • Routing queues: Allows her to specify which routing queues or digital skills he wants this time limit to apply to. He adds this under Delayed conditions.

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

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

With this configuration, a Studio script shares the chat interaction transcripts with the CRM.

Create This Job

If you want to a script to run for multiple skills, you must create an automation job for each one.

  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. The script must have a default skill Id. You cannot use a placeholder, but you could pull a skill Id out of the contact inside the script. Make sure the URL contains the necessary elements to call the script, described in the table below.
    Learn more about fields in this step
    FieldDetails
    {{caseId}} 
    {{postId}} 
    {{channelId}} 
    {{inboxAssigneeIncontactId}} 
    {{messageId}} 
    {{authorUserIncontactId}} 
  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.