Canned response UI update broke passing HTML as substitutions

1

We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update landed this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the html tag angle brackets < > are now passing as entities:

Example: &lt;br&gt;

Anyone else encounter this bug? Is there a way to force the canned response to read the string being delivered by the custom substitution as html?

I've opened a ticket with our service provider asking them to escalate to Genesys. Awaiting a response.

Thanks!

2

Did you find a workaround for this? I am running into the same problem.

3

I have the same problem. Hopefully this will be fixed.

4

i received word from customer care, here is the fix (still need to test it)

You will need to prepend html= in front of their substitution values with HTML content in order for them to be interpreted as such and not just a jumble of plaintext that should be HTML

5

This indeed works, anyone who finds this with search...

this is the fix, in architect append html to the text:
"html=my text herey"

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