Genesys Cloud (formerly PureCloud)

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Canned responses

  • 1.  Canned responses

    Posted 05-19-2020 13:20

    When using Canned responses, {{AGENT_NAME}} returns firstname and lastname of the agent.

    Would it be possible to return only the firstname ? I don't know how to access this variable to keep only the string I am interested in.

    Any ideas ?



    Charaf Eddine Chemlal
    NTT France

  • 2.  RE: Canned responses

    Top 25 Contributor
    Posted 05-25-2020 12:56
    If you add the person_agent section to the People Profile, you can add just their first name or any fictitious name and it should use that instead.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Canned responses

    Posted 06-01-2020 10:39
    What Robert mentions is the preferred method for defining exactly what is displayed in the chat for each agent (along with setting an Agent Image in the profile pic settings)

    NOTE: You cannot use {{AGENT_NAME}}, you need to change to {{AGENT_ALIAS}}

    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant