Manage script properties

AI-generated summary

Genesys Cloud scripts contain global properties that control their functionality across different interaction types and use cases, accessible through Menu > Digital and Telephony > Interaction Assets > Scripts. The Outbound property enables scripts for outbound dialing campaigns by allowing scripts to read contact list columns as variables, with contact data displayed using variable syntax (e.g., {{Outbound.FirstName}}) and a Contact data load action specifying which action runs after the contact list loads at runtime. Care must be taken when reassigning different contact lists to scripts, as column name mismatches may cause variables to become inaccessible. The Inbound property allows Architect call flows to select scripts for screen popping interactions, enabling Architect to pass variable values to the script before the screen pop occurs when call flow and script variables share matching data types. The Callback property enables Architect's Create Callback actions to select scripts for callback interactions, while the Chat property allows scripts to function with web chat interactions and provides access to variables passed through web chat channels, including room ID and customer name variables with queue-level default scripts available for agent use. Email scripts provide access to customer email address and subject line variables, and message scripts access message type information. Data Actions enable scripts to query external data sources through available data actions or bridge actions, with the Execute Data Action component passing inputs to external interfaces and receiving output variables. User to User Information (UUI) functionality allows data exchange between applications through the UUI.UUIData variable and UUI.Update action when trunk settings are enabled. Scripts can access and update customer secured data encrypted within the Genesys Cloud platform using customer keys, requiring administrator enablement. List variables are automatically enabled and support advanced list actions for manipulation and updates, and workitem properties, when enabled, grant scripts access to workitem variables for interaction with workitem data.

Scripts have global settings that affect how you can use a script.

Click Menu > Digital and Telephony > Interaction Assets > Scripts.
Select the name of a script.
Click Script > Script Properties.
Edit the script properties as you want to change.

Outbound—whether a script is for outbound dialingClick to expand

Enable this property to allow the script to read columns from a contact list for use in variables and contact form components. To use a script for a campaign, edit the campaign and choose the script.

Contact list associates a contact list with the script. This association allows the script to read the columns in the contact list, which in turn allows you to use those columns as variables.
Contact data load action specifies the action that runs after the contact list loads at runtime.

Result of enabling a script’s outbound contact list setting

A Contact List Form icon appears in the component toolbar. Click the icon to insert a vertical list of controls that correspond to each column in the selected contact list table. For more information, see Contact list form.
When you click Select Variable to bind a component (such as a text box) to a variable, the list of variables contains contact list columns, and any custom variables you manually define. The variables have an Outbound prefix. For example: Outbound.FirstName. The column name suffix is based on the names of columns in the contact list.
By binding a component to a contact column variable, you can create forms that update the contact list with information that the agent collects or updates.

Use caution when assigning a different contact list to a script

Once a contact list is assigned to a script, you can display run-time values of contact columns in the script by enclosing variable names in braces. For example, a script might display the first name of each outbound contact, if a text component contains the name of a contact column variable:

Hello {{Outbound.First Name}},

In preview mode, the variable name appears in square braces, since no data is read from a contact list in preview mode:

Hello [Outbound.First Name]

If you use contact column variables, be careful when you change the contact list that is assigned to the script. If the new contact list does not contain columns with the same names, the script cannot display values. If preview mode shows a variable name in curly braces instead of square braces, then the variable is not accessible and you may need to change the variable name to match a column in the assigned contact list. Curly braces are always displayed in edit mode, however.

Inbound—whether an inbound Architect call flow can select a scriptClick to expand

Enable the Inbound property to allow Architect call flows to select a script. Any call flow can invoke the script to screen pop an interaction. However, if an Architect call flow must pass information to the script, variables in the script must have the same data type as variables in the call flow.

When Architect passes control to the script, the system assigns values of variables in the call flow to the corresponding script variables. The assignment happens before the screen pop occurs. Setting up this process requires the script designer and the call flow designer to exchange information about the variables.

Callback—whether Architect's Create Callback actions can select a scriptClick to expand

Chat—whether you can use a script with web chat interactionsClick to expand

Email—whether email interactions can use a scriptClick to expand

Message—whether message interactions can use a scriptClick to expand

Data Actions—external data actions can use a scriptClick to expand

UUI—whether UUI data can use a scriptClick to expand

Customer Secured Data—whether a script can access and update secure dataClick to expand

List—A script has access to advanced list actions Click to expand

Workitem—whether a Workitem can use a script Click to expand