Available script actions

To clear the previously defined action, click X.

Now you can choose a different one.

This action allows an agent to add numbers to a specific Do Not Call (DNC) list. As a result, campaigns that use that DNC list never call the number again. As a best practice, scripts must provide agents with this option as a courtesy to customers, as well as to comply with applicable legal requirements.

1. Click Scripter.Add to Do Not Call List. This action takes two arguments.
2. Select the Do Not Call List list to add the contact to.
3. In the Phone Number box, insert the number you want to add to the DNC list.
4. If you want to add an expiration date for the DNC list, in the Expiration box, insert a string variable associated with a date picker component.

An Alert action displays a pop-up message to the agent. To configure this action:

1. Click Scripter.Alert.
2. Type the text to display when the alert is triggered. To insert a variable, click Insert Variable. Alert text can be interpolated, meaning you can mix text and variables to create an alert message. Variable names appear in braces. For example: ID of this interaction: {{Scripter.Interaction ID}}

   

3. If you are configuring a component action, click Select. If you are configuring this action in the action editor, click Add Step.

This action transfers the interaction to a number, queue, or user so that agents do not have to remember where to transfer interactions.

1. Click Scripter.Blind Transfer.
2. Under Address, choose Interpolated Text, Queue, or User:
   • Interpolated Text: Enter a phone number. For example, 317-555-5555. 
     
     Note: If you enter an invalid number, Genesys Cloud still attempts to make the transfer.
   • Queue: Choose a queue.
   • User: Choose a user.
3. Click Select.

This action consult transfers the interaction to a number, queue, or user so that agents do not have to remember where to transfer interactions. In a consult transfer, the transferring agent talks to the transfer recipient before transferring the call.

1. Click Scripter.Consult Transfer.
2. Under Address, choose Interpolated Text, Queue, or User:
   • Interpolated Text: Enter a phone number. For example, 317-555-5555. 
     
     Note: If you enter an invalid number, Genesys Cloud still attempts to make the transfer.
   • Queue: Choose a queue.
   • User: Choose a user.
3. Click Select.

To display a different script page:

1. Click Scripter.Change Page. 
2. Select a page.
3. Click Select if you are configuring a component action. Click Add Step if you are configuring this action in the action editor.

This action passes the current call to a secure IVR flow action, so that the customer can enter sensitive information. After the system collects the sensitive information, you can return the customer to the agent and the script in progress. Or, you can end the agent script session when the call passes to the secure flow.

1. Add a component that supports actions—a button for example.
2. For the component's click or change action, click No Action Selected. A list of actions appears.
3. Select Scripter.Invoke Secure Flow.
4. From the Secure Flow box, select a flow.
5. Use Return After Flow Completion settings to control whether the call returns to the agent or not. The default is No, meaning that the script ends and the system disconnects the agent from the call when the call passes to the IVR. By setting the switch to Yes, you can configure the action to return the call to the agent and script after the flow completes.
6. From the FlowData Field list, choose the variable or text that passes from the script to the secure flow. Information that you pass to the secure flow is available in the Architect Flow.InvocationData read-only string variable.
7. Click Select.
8. Click x to dismiss the Select Action popover.

To open a webpage in a secondary browser window or to send an email:

1. Click Scripter.Open URL. 
2. Type a URL. Or, to send an email, enter an address in the format mailto:username@domain.com.
   
   Notes:

   • If an ad or pop-up blocker blocks this action at run time, a notification informs the user that it blocked the action.
   • Important—The Safari browser does not support this action and does not allow you to open new tabs using any method without a user clicking something.
3. Click Select if you are configuring a component action. Click Add Step if you are configuring this action in the action editor.

1. Under Advanced > Change Action, select the Scripter action Refresh Input Variables.
2. Click Select.

Use the Scripter.Schedule Callback action to schedule a return call on a specific date and time, routing the call to a specific queue and optionally, to a specific script. Unlike Outbound.Schedule Callback, which applies to outbound scripts only, Scripter.Schedule Callback works for inbound and outbound, and offers more flexibility.

Call Recipient's Name

Prompts for a variable containing the name of the person to call back. Click the box to select a variable or to create a new one.

Date/Time to Callback

Prompts for a string variable whose value indicates when to call back. Set the value of this variable beforehand using a Date Input component.

Note: An agent can schedule a callback up to 30 days in advance.

Phone Number

Prompts for a variable that contains the contact's telephone number.

Country Code

Optional. Prompts for the recipient's country code, or for a variable that stores the country code.

Callback Queue ID

Prompts for the ID of a queue. The call routes to this queue if someone answers the callback. To specify the queue ID, select the built-in variable Scripter.Queue ID.

Callback Script ID

Optional. Prompts for the ID of a script to pop on the agent's display when the call routes to an agent. The built-in variable Scripter.Script ID is recommended.

Preferred Agent ID

Prompts for the ID of the agent that the contact would prefer to talk to when the callback is placed. A common practice by script designers is to set this argument to the Scripter.Agent ID variable, so that the agent who originally spoke with the contact is the agent the system tries to acquire for the callback.

When you finish configuring this action, click Select if you are configuring a component action. Click Add Step if you are configuring this action in the action editor.

Using this action, you can assign to any string variable, a static value, the value of another variable, or an interpolated combination of text and run-time variable values. You can set a Boolean variable True or False implicitly, assign the result of a True/False expression, or assign the value of another Boolean variable. To a numeric variable, you can assign an integer, the result of a mathematical expression, or the value of another numeric variable.

1. Click Scripter.Set Variable.

2. Select a variable from the Variable list. If there are no variables in the list, see Add a variable.

   

   Tip: After you select a variable, options vary based upon the data type of the variable selected.

3. Choose the path that corresponds to the data type of the variable selected:

   Click to expand

   To a string variable, you can assign interpolated text, the value of a text expression, or the value of another variable:

   To assign interpolated text:

   To assign a combination of static text and variable values, choose Interpolated Text.

   Next, define any combination of static text and variable names. Optionally type static text in the box. Optionally click Insert Variable to select variable values. Variable names are denoted by two sets of curly braces. At runtime the value of each variable will be inserted. See Use braces to display variable values.

   Click Select. For example, you might type {{Outbound.Salutation}} {{Outbound.FirstName}} {{Outbound.LastName}} to assign a customer's full name to a variable.

   ---

   To assign a text expression:

   A text expression is any static string of text that you want to assign to the variable. Select Text Expression. Type type the value you want assigned to the variable.

   ---

   To assign a variable:

   To assign the value of a variable, select Variable. Choose a variable.

   Click to expand

   To a numeric variable, you can assign an integer, the result of a mathematical expression, or the value of another numeric variable.

   To assign an integer value to a numeric variable:

   Select Integer from the drop list.

   Then type a number in the input box.

   ---

   To assign the result of an expression to a numeric variable:

   Select Math Expression from the drop list.

   Then type an expression. You can use the same expression syntax as dynamic variables use.

   ---

   To assign the value of another numeric variable:

   To assign the value of another numeric variable, select Variable from the list box. Then select a numeric variable. At runtime the current value of that variable will be assigned.

   Click to expand

   You can set a Boolean variable True or False implicitly, assign the result of a True/False expression, or assign the value of another Boolean variable.

   To implicitly assign True or False:

   Select True/False from the list box.

   Use the toggle switch to assign a Yes or No value.

   ---

   To assign the result of an expression:

   Select True/False Expression from the list box.

   Type an expression that evaluates to a True or False result. For example:

   {Scripter.Customer Call Duration}} > 10

   ---

   To assign the value of another Boolean variable:

   To assign the value of another Boolean variable, select Variable from the list box. Then select a True/False variable. At runtime the current value of that variable will be assigned.

   Click to expand

   You can set a List variable to the result of another List variable of the same type. 

   To assign the value of another List variable:

   To assign the value of another List variable, select the List Variable from the list box. At runtime the current value of that variable will be assigned. 

4. Click Select if you are configuring a component action. Click Add Step if you are configuring this action in the action editor.

Not clear what to put here?

Create an action that define custom multistep actions that execute after evaluating criterion.

1. Click Add action. The Custom Action Editor appears.
2. See Define a custom action for instructions.

This action allows a script to query data from an outside data source. Typically the outside data source is a CRM or database application. A script can also use this action to pass information collected by the agent to a database or CRM, if the web service supports it.

To configure a data action in your script:

1. Add a button or other component that supports actions. Or, use a page load action to invoke the data action.
2. Click No Action Selected.
3. Choose Data Actions.Execute Data Action from the actions popover.
4. Select an action from the list.
5. Click Select.
6. Fill in necessary inputs using variables, static values, or interpolated text.
   Note: The system prompts you to enter input items required by the action. Different actions accept different inputs.
7. Under Output, optionally create and then assign a variable to each item of data retrieved by the action, if any.
8. Click Select.

When the action runs, it submits the request with all necessary input values, and then loads the resulting data, if any, to the output variable. The script can use the output variable to display the results. See Use braces to display variable values.

This action temporarily pauses recording to exclude sensitive information from the recorded conversation. See Configure secure pause actions.

This action resumes recording following a secure pause. See Configure secure pause actions.

This action adds the current contact to the first Do Not Call (DNC) list assigned to the campaign. As a result, the campaign and any others that use that DNC list never calls the contact again. As a best practice, scripts should provide agents with this option as a courtesy to contacts, and also to comply with applicable legal requirements.

1. Click Outbound.Add to Do Not Call List. This action does not have arguments.
2. Click Select if you are configuring a component action. Click Add Step if you are configuring this action in the action editor.

This action adds a new contact row to the contact list assigned to the campaign. It accepts a single argument, which is an object variable that contains contact columns. Here's how to create input fields that match the columns in your contact list, with a button the agent can click to add a new contact:

1. Click the button icon on the component toolbar.
2. To set the button action, expand the Advanced property group. Click the No Action Selected button below Click Action.
3. Choose Outbound.Create Contact from the list of actions.
4. Select Variable from the list.
5. The Fields option allows you to assign a customer variable to any field of the object. But because you want to bind the value of a control to a contact column, select Variable.
6. Click the Select Variable list box.
7. Click Create New Variable.
8. In the Name box, type a descriptive name for the variable (MyNewContact for example). Optionally, fill in a description. Leave the default value blank.
9. Click Apply to create the variable.
10. Click Select.
11. To dismiss the Outbound.Create Contact popover, click X. At this point, the new object variable MyNewContact contains variables that correspond to each column in the contact list.
12. Add a read-only text component to the page. Type First Name: as its label.

    Tip: The width property of this component is set to use all available horizontal space. To make it shorter, expand Layout. Then change Width to px. The width sets to 100 pixels by default, which is more appropriate for a label.

13. Add a text input box.
14. On the Common tab in the component properties, click Select Variable. Notice that the variable list contains a "MyNewContact" object variable for each column in the contact list. In the example shown, MyNewContact.Phone is listed. The names of your variables mirror the actual names of columns in the script's associated contact list. The key point to remember is that the special variables are prefixed by the name of the object variable you created when the action was assigned.
15. Click MyNewContact.FirstName. Notice that the text box is now bound to the Outbound.FirstName variable.
16. Repeat the two previous steps to add labels and text input fields for your other columns. Assign each text input a variable, such as MyNewContact.LastName. The names of these variables reflect the names of columns in the contact list that is associated with your script.
17. Finally, click to select the Submit button. Then click the Move Down arrow repeatedly until the Submit button moves below the text boxes.
18. On the Script menu, click Save.

A Schedule Callback action is an agent-originated request to call a contact back at the date and time stored in the action's associated string variable. Use date input and button components together to add a Schedule Callback option to your scripts.

The high-level steps to set up a schedule callback option:

1. Add a date input component
2. Select a variable from the Value list. To create a variable, select Create New Variable.
3. Add a button. Set its name to "Schedule Callback" or something similar.
4. Configure the button's Click Action as a schedule callback action. Configure that action to reference the same variable set by the date input component.

This action temporarily pauses recording to exclude sensitive information from the recorded conversation. See Configure secure pause actions.

This action resumes recording following a secure pause. See Configure secure pause actions.

Stages categorize each general task that an agent performs while talking to a contact. Any discrete part of a call, such as pitching a product, or collecting order information, can have a stage name. Think of stages as completing actions that agents perform while using your script.

The Set Stage action sends a stage name to the outbound dialing system. Predictive mode campaigns analyze the time agents spend in each stage to calculate when and how many calls to place. For this reason, every predictive mode script should invoke a set stage action whenever the agent transitions to a new activity within the call. You can name stages anything you like, as long as each stage name is unique within your script.

Only predictive mode campaigns use stages. All other dialing modes ignore stage information.

A Set Stage action is easy to configure. The action prompts for the name of the stage—which can be anything you like, so long as the name is unique within a script.

How to call the Set Stage action automatically when a page loads

Stage transitions typically occur when an agent navigates to a different script page. As the script designer, it's up to you to decide when to tell the system that a stage transition occurred. As a best practice, use Page Load actions to trigger set stage actions when needed.

Pages have a Page Load action property. By assigning the Set Stage action to each page's Page Load action, you can set stages automatically without requiring action on the part of the agent.

To send stage information when a page loads:

1. Click the Page icon. A list of pages in the script appears.
2. Click the name of a page. The page opens in the editor.
3. Open the menu for the page and select Properties.
4. Under Page Load Action, click No Action Selected.
5. Scroll the list of actions and locate the set stage action, then click Outbound.Set Stage.
6. Type a name in the Stage box and click Select. The name can be anything you like, provided it is unique within the script.
7. Repeat this process for each script page that should signal a stage transition.

This action commits contact list edits that an agent makes. It sends the values of components bound to contact list columns to outbound dialing, and then updates the contact record.

To add a button that invokes the Update Contact action:

1. To add a button component, click the Button icon on the component toolbox.
2. Click Common in the properties panel. Then click No Action Selected.
3. Click Outbound.Update Contact.
4. The Outbound.Update Contact popover appears. This action does not have arguments to configure.
5. Click Select.

User to User Information (UUI) is exchanging or passing data that is unrelated to the call from one application to another. This action updates User to User Information (UUI) associated with the interaction.

This action fetches customer secured data. The attribute name of the get secure data can be either a text or a variable and its value should be a variable.

To get secure data, perform the following:

1. Click Script > Script Properties.
   
2. In the properties panel, under Features, expand Customer Secured Data and then, use the toggle switch to enable secured data. 
3. On the toolbar, click the Add Components icon, and then scroll up and click Button. 
4. To set the button action, under Click Action, click No Action Selected. A list of actions appears.
5. Under Actions, click Customer Secured Data > Get Secure Data.
   
6. Click Add New Item and enter an attribute name.
7. Under Variable to set, click Create New Variable and select the required variable type.
   
8. Enter a name for the variable.
   Note: Disable the Output option for the variable, so that the data entered into this variable is not used in an insecure way during interactions.
9. Click Apply to create the secure data object for that variable.
10. To pull secure data, under Click Action, click No Action Selected. A list of actions appears.
11. Under Actions, click Customer Secured Data > Get Secure Data.
12. Click Add New Item and enter an attribute name.
13. Under Variable to set, select the secure data variable already created.
14. Click Add to add the secure data to the attribute.
    
15. Click Select to get secure data.

This action updates customer secured data. The attribute name of the set secure data can be either a text or a variable. The value of the attribute name of the set secured data can be either a text or a variable.

To set secure data, perform the following:

1. Click Script > Script Properties.
   
2. In the properties panel, under Features, expand Customer Secured Data and then, use the toggle switch to enable secured data.
3. On the tool bar, click the Add Components icon and then, scroll up and click Button. 
4. To set the button action, under Click Action, click No Action Selected. A list of actions appears.
5. Under Actions, click Customer Secured Data > Set Secure Data.
   
6. Click Add New Item and enter an attribute name.
7. To assign a Value to the attribute, choose one of the followings:
   1. Variable to assign a variable value to the attribute.
   2. Interpolated Text to assign a combination of static text and variable values to the attribute.
      
8. Click Add to set the value to the attribute.
9. Click Select to set secure data.