We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the angle brackets < > are now passing as entities:

Example: <br>

How can we preserve html formatting of custom substitutions when a canned response is presented to an agent?

Thanks!

#ArchitectureandDesign

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Brady
Seattle, USA
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Hello Brady, 

I would definitely post this in the developer forums but if you don't get an answer there it maybe worth opening a customer support case as this looks like something changed and caused an error and customer care will have the correct channels to go through if needed.  

Cheers, 

We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the angle brackets < > are now passing as entities:

Example: <br>

How can we preserve html formatting of custom substitutions when a canned response is presented to an agent?

Thanks!

#ArchitectureandDesign

------------------------------
Brady
Seattle, USA
------------------------------

We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the angle brackets < > are now passing as entities:

Example: <br>

How can we preserve html formatting of custom substitutions when a canned response is presented to an agent?

Thanks!

#ArchitectureandDesign

------------------------------
Brady
Seattle, USA
------------------------------

Hi Brady,

we have same issue on our org.
I have already opened a customer support case.

Thanks

Rino

We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the angle brackets < > are now passing as entities:

Example: <br>

How can we preserve html formatting of custom substitutions when a canned response is presented to an agent?

Thanks!

#ArchitectureandDesign

------------------------------
Brady
Seattle, USA
------------------------------

Hi Rino,

We also have a ticket open with Genesys. They provided a fix late yesterday that seems to be working - append "html=" to the beginning of the html code within Architect.

In the Set Particpant Data action where I'm passing the custom substitution, I've set this expression as the value:

Append("html=", Flow.emailContent)

Flow.emailContent is a string containing the html code.

Hope this helps!

Brady

Hi Brady,

we have same issue on our org.
I have already opened a customer support case.

Thanks

Rino

We have some email canned responses where we pass HTML as a string from Architect to a custom substitution. Passing the HTML allows us to pass the substitution content in clean, paragraph formatting. This used to work seamlessly until the canned response UI update this week. Since the update, the html code itself is presented to the agent.

Inspecting an email reply reveals the angle brackets < > are now passing as entities:

Example: <br>

How can we preserve html formatting of custom substitutions when a canned response is presented to an agent?

Thanks!

#ArchitectureandDesign

------------------------------
Brady
Seattle, USA
------------------------------