Canned Response Substitutions in WebChat Widget Config

[jhopkins2]

Hi there,

I'm trying to follow the article found at https://help.mypurecloud.com/articles/substitutions-overview/ for Live Chat canned responses, but i'm having a little trouble.

Thus far i've managed to get Canned Response substitutions working for Email interactions by using Set Participant Data actions in PureCloud. I assumed it would be a similar setup in the Live Chat widget (set some custom data that shares the same name as the Substitution in the Canned Response), but this doesn't appear to be working.

I've created a substitution called FIRSTNAME and have added the following under setData in the webchat code:

FIRSTNAME: "John Tester"

But i'm still only getting the default value of the substitution when I try to use the canned response. I've also tried naming the substitution "CONTEXT.FIRSTNAME" but this also fails to work.

Can anyone point me in the right direction? Cheers!

[tim.smith]

This may be an issue with casing. If your web chat config is providing the data attribute firstName, the participant attribute will be context.firstName. If that's not it, product configuration questions are better suited for the PureCloud Community Forum or opening a case with PureCloud Care. This forum is specific to API usage and customizations.