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  • 1.  Alert agent - Placeholders in canned response

    Posted 11-06-2024 09:28
    No replies, thread closed.

    Is there a way to stop the agent from sending a canned response if it contains a placeholder that was not updated? For example, if I have a canned response with the text "The current outage fix ETA is {{number_of_hours}} - thanks for your patience". I want the agent to fill in the "number_of_hours" value but is there a way to stop the message from being sent unless they do? Like a rule that looks for {{ }} and if they exist disable the send message button for the agent?


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    #Omni-ChannelDesktop/UserInterface

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    Kyle Russell
    Senior Manager of Sales Technology
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  • 2.  RE: Alert agent - Placeholders in canned response

    Posted 11-06-2024 09:59
    No replies, thread closed.

    Hello Kyle, 

    This is a great question and I dont think the functionality exists in GC currently. Community correct me if I am wrong. 

    This might be a great idea for an enhancement request within our ideas portal. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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  • 3.  RE: Alert agent - Placeholders in canned response
    Best Answer

    Posted 11-07-2024 02:20
    No replies, thread closed.

    Why not have that entire phrase be the canned response and build that in Architect before transferring to the agent.  You could have a default of something like "No outages reported"



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Alert agent - Placeholders in canned response

    Posted 11-07-2024 11:53
    No replies, thread closed.

    I was thinking this would be used for something the system wouldn't be able to easily access. We've got plenty of possible canned responses with dynamic data that may only be determined by the agent at the time of use. So making sure the agent has access to 99% of the response and would only need to fill in the blanks would help. But if they can send the response blindly without being prompted to fill in the variables it would be a bad CX.



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    Kyle Russell
    Senior Manager of Sales Technology
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    Original Message


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