You can create branches in your script if there is more than one possible outcome of an action. The flow of your script is defined by how actions are connected. Properties include things such as choosing skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, setting variables, and selecting an audio file to play. Most actions have a set of properties that must be configured to define the behavior of the action for the specific scripts you're creating.

Each action serves a specific purpose in the script, such as creating a menu of choices, playing an audio file, or requesting the next available agent. In Studio, scripts are made up of connected blocks called actions. If an action from the Framework tab is not compatible with the script type you're creating, Studio displays an error message. Actions that aren't compatible with a certain type of script won't appear in the Tools tab of that script. For example, ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. Most actions work with any script type, but some actions only work with specific script types.

The media type must match the type of routing the script handles. When you create a script, you're prompted to select the media type.

Studio supports the same media types as CXone, including phone/voice, chat, SMS, and email. Refer to the scripting best practices to ensure you're following all the recommended guidelines.

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