The Studio script defines how NiCE CXone routes contacts through the virtual agent interaction. The script must use the digital media type. The TextBotExchange actions is the supported virtual agent action for this integration.
A script must contain at least two TextBotExchange actions. The action is used in a loop: the first action starts the conversation, and subsequent actions handle each additional turn.
Required permissions:
-
Click the app selector
, go to Omnichannel Routing and select Studio -
Do one of the following:
-
To use an existing script: Open the Studio script that handles routing for the digital channel where the bot will run. Verify that the script uses the digital media type. If the script uses a voice or legacy chat media type, create a new script.
-
To create a new script: Create a new script and select the Digital media type. Email, Chat, and SMS script types also support TextBotExchange, but this procedure focuses on the Digital media type for digital chat channels.
-
-
Review the script to identify where customer messages are received. The script typically uses the AskCaller or equivalent action to capture the contact's input at the start of the interaction and on each subsequent turn.
For information about creating and configuring Studio scripts, refer to Studio Fundamentals page.