FORWARD EMAIL

Forwards a message using any digital Any channel, contact, or skill associated with Digital Experience (DX). email channel Various voice and digital communication mediums that facilitate customer interactions in a contact center..

Dependencies

• This action requires Digital Experience (DX).
• Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.

Supported Script Types

Digital

Input Properties

These properties define data that the action uses when executing.

You can use variable substitution in all of the properties of this action.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Add Attachment	Lists the file name and path for each attachment for the message. Separate multiple filenames with a semicolon. Attachment files must exist on the NiCE CXone file server. You can upload files on the Browse ACD Files page or using Desktop Studio. You can use absolute or relative paths to specify the location of attachment files.
BCC	Enter one or more email addresses to add as BCC recipients of the forwarded email. This field is optional.
Body	Enter the body of the forward email.
CC	Enter one or more email addresses to add as CC recipients of the forwarded email. This field is optional.
Channel Id	Enter the channel ID of the digital email channel you want to use to forward the email. This field is required.
Message Id	Enter the message ID of the email you want to forward. This field is required.
To	Enter the email address you want to forward the email to. This field is required.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).