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  • 1.  canned responses Substitutions.

    Posted 03-10-2020 13:22
    No replies, thread closed.

    Hi there

    Our client is using canned responses in webchat with the default substitutions (agent name, agent alias and customer name) at the moment with succesful results. But this client wants to have the "customer name" substitution with only the customer name and not the complete name and last name.
    is there any way to achieve this? 


    #ArchitectureandDesign
    #Implementation

    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------


  • 2.  RE: canned responses Substitutions.

    Posted 03-10-2020 13:56
    No replies, thread closed.
    You have the ability to use Code Block to extract the name or you can use a Set Participant in the Flow with just the first name and then add a substitution as per:  https://help.mypurecloud.com/articles/add-a-substitution/

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: canned responses Substitutions.

    Posted 03-10-2020 14:21
    No replies, thread closed.

    i do have a set participant data in my flow and i did try to use the attribute i use in that block. but when i created the custom substitution in the canned response did not work. i have the block in my flow with "attibute name: "context.firstName" with the variable "flow.nombre" i tried to create both custom substitutions with no success.

    any tips? 



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------

    Original Message


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