Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Add a Canned Response via Scripts

    Posted 10-07-2024 16:26
    No replies, thread closed.

    I'm trying to create a default script for an outbound-only Email queue. 

    The ideal behavior would be that the agent creates a new outbound email, clicks the default script, and enters two values in a text field before hitting a Submit button.

    The script action would take the two text fields, convert them into participant data for the interaction and then insert a specific canned response using the two substitutions.

    Right now, the process would be: Create OB Email > Log text values via script > Find and insert template
    Ideally we could use step 2 to automate step 3. (or maybe step 1 would launch step 2?)

    Any thoughts?


    #DigitalChannels
    #Outbound

    ------------------------------
    Peter Douglas
    Navan, Inc.
    ------------------------------


  • 2.  RE: Add a Canned Response via Scripts
    Best Answer

    Posted 10-07-2024 18:16
    No replies, thread closed.

    How about a script that collects the two values and a button for Generate Response that runs a data action to a generative AI to get the response on a secondary page.  The other might be to use a data action to set the participant data and then have the agent open the canned responses.  Lastly, you could consider something like Shelf.io that could take these variables and us them to search the knowledge base with the terms or insert them into articles.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Add a Canned Response via Scripts

    Posted 10-08-2024 14:10
    No replies, thread closed.

    These are great ideas! 
    I tested the first one and the copy/paste action from the script to the email body ignores new lines. It bunches all the text in a way that looks unprofessional. I may be able to test the second option, although it adds a few extra clicks.

    I'll report back!
    Thanks!



    ------------------------------
    Peter Douglas
    Navan, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Add a Canned Response via Scripts

    Posted 10-08-2024 16:47
    No replies, thread closed.

    I'm struggling with the second option. Because the outbound email doesn't trigger an Architect flow, the Set Participant Data action can't be used. I'm not sure how else to associate a participant data attribute with a canned response substitution. 



    ------------------------------
    Peter Douglas
    Navan, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Add a Canned Response via Scripts

    Posted 10-08-2024 17:13
    No replies, thread closed.

    Outbound Email can trigger a script that can do similar to the first idea.  Scripts can be used for any media and any direction.  Pop the same script using the Panel Manager, set values and change the page to get the values set.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content