Custom substitutions in canned responses

[Chris_Phillips]

Hello

When we generate a new outbound email (we are initiating using the PEF api), the agent can select its contents from the list of Canned responses.

However, we can't figure out how to get any custom substitutions filled in.

example:

Hi {{CR_CUSTOMER_NAME}}

... blah blah...

Thanks

{{REP_NAME}}

Any help would be greatly appreciated .

Thanks

Chris

[anon28066628]

Hi Chris, Set Participant Data in Architect can be used to add an attribute that fills in the substitution variable. The name string of the data must match the substitution precisely.

Substitutions overview - Genesys Cloud Resource Center

[Chris_Phillips]

Hello Smith

This is for sending initial emails directly, so the email does NOT come through a flow.

I am initiating the creation of the email conversation using the Purecloud Embedded framework that allows us to pass attributes to add to the conversation.

However it does not seem to be able to use those attributes for insertion?

Thanks

Chris

[Chris_Phillips]

Extra info. What I'm doing to start email

window.PureCloud.clickToDial( {
        address: address,
        type: 'email',
        autoPlace: true,
        queueId: queueId.id,
        attributes: {
           TEST_NAME: 'BOB'
       },
});

Then in the subsitiontion I have

{{TEST_NAME}}

and it is not updated.

Thanks

Chris

[anon28066628]

Hi Chris, thanks for the clarification. At first glance it looks like that should work... have you confirmed that the attribute is actually added to the conversation?

[Chris_Phillips]

Hi Smith

Thanks, here is a shot of the conversation object showing the attribute.

And Here is the UI for inserting the canned response..

Thanks

Chris

[anon28066628]

Hi Chris, that looks reasonable to me... I wonder if it has something to do with the interaction being newly created as response management is loaded, or if the attribute is getting added to an unexpected participant.

Couple more questions:

1. Which participant is the attribute getting added to?
2. If you do send an inbound email through a flow, Set Participant Data, and answer it in the PEF app, does the response work properly?
   2A. If is does, what participant was the attribute added to?

[Chris_Phillips]

Nice work Smith (or RJ?).

So the PEF is adding attributes to the agent. If I used the API to add them to the "external/customer" participant then the substitution works!

Now just need a feature request update to the PEF api to allow choosing the participant for new attributes!

I can now move forward, the business will be very happy with this

take care

Chris

[anon28066628]

Hi Chris, that's great news :). I'll let our teams know this information, and please do put in the feature request.

It is R. J. btw - I answer to Smith, Smitty, or "J. R." though, or pretty much any two letters as long as one of them is "J."