Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Canned Response

    Posted 06-06-2025 16:35
    No replies, thread closed.

    Hello All -  I had a requirement of adding Email Taglines which should be dynamic (Planning to ask Business to add Tag lines to a Data Table) and then by virtue of substitutions , we can insert it Dynamically using the combination of DT / Architect/ Substitution and Canned Response. And it works for the Auto-Response , but the problem is when I try to use it in Canned Response, it will not work, because Canned Response cannot read it from Data Table, Anyone has any solution for this.

    Here is the screenshot of the Auto-Response:-

    And when I try to use this for canned response as an agent, it's not working, Does anyone have any idea how to read data from Data Table and use it in Canned Response:-


    Thanks


    #DigitalChannels

    ------------------------------
    Shakti Joshi
    Accountant
    ------------------------------


  • 2.  RE: Canned Response

    Posted 06-09-2025 08:43
    No replies, thread closed.

    Hi Shakti,

    Can you provide a bit more information on what format the Canned Responses have been created for the data table? 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Canned Response

    Posted 06-10-2025 15:44
    No replies, thread closed.

    @Samuel Jillard, this is how it is.




    ------------------------------
    Shakti Joshi
    Accountant
    ------------------------------

    Original Message


  • 4.  RE: Canned Response

    Posted 06-11-2025 04:30
    No replies, thread closed.

    Thanks for confirming Shakti.

    I am not quite sure why its not working.  If nobody else in the community can help, it might be worth raising this with Genesys Customer care or asking the Genesys Cloud Developer Community as the experts there maybe be able to help with this



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Canned Response
    Best Answer

    Posted 06-12-2025 05:07
    No replies, thread closed.

    Hello Shakti,

    For this to work you need save Email_Tagline_English and Email_Tagline_Spanish as Participant Data, then it will work when you add Canned Responese to your conversation.

    It doesn't work if you automatically add a signature to the e-mail from the e-mail configuration.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 6.  RE: Canned Response

    Posted 06-13-2025 11:29
    No replies, thread closed.

    Hello @Jan Heinonen - Could you kindly elaborate further more Please. 

    I am doing a Data Table lookup to find the Taglines:-

    Here is the Data Table for your reference:-

    and then here is the Set Participant Data, here I am passing the value I am getting from the Data Table:-

    Am I making a mistake any where?



    ------------------------------
    Shakti Joshi
    Accountant
    ------------------------------

    Original Message


Related Content