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  • 1.  Copy and paste script variable in the agent answer of an email interaction

    NEW MEMBER
    Posted 28 days ago

    Hello all,

    When an agent manage an email interaction in GC, I am looking for a way for the agent to copy/paste a markdown field from a script (loaded with the email interaction) to the agent answer in one click (for example, with a button or a link ; or perhaps via a custom substitution in a canned response).
    The content of the markdown field is from a variable retrieved in an inbound mail flow that calls an external business API.

    Has anyone already implemented this kind of use or have any idea on how to do that ?

    Thanks a lot !


    #Implementation
    #Integrations

    ------------------------------
    MICKAEL MASSOT
    LAZULI Consultant
    ------------------------------


  • 2.  RE: Copy and paste script variable in the agent answer of an email interaction
    Best Answer

    Posted 23 days ago

    Canned Responses allow for both substitution of outbound fields as well as including of HTML code and mark down language.  Knowledge articles also allow for rich text editing, but not for substitutions.  



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



  • 3.  RE: Copy and paste script variable in the agent answer of an email interaction

    Top 25 Contributor
    Posted 22 days ago

    As Robert mentioned Canned responses allow what you are after, check out these links:

    https://help.mypurecloud.com/video/canned-responses-insert-a-substitution/

    https://help.mypurecloud.com/articles/substitutions-overview/



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    Anton Vroon
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  • 4.  RE: Copy and paste script variable in the agent answer of an email interaction

    NEW MEMBER
    Posted 21 days ago

    Hello Robert and Anton,

    Thanks very much for your answers.

    I will test with a canned response and let you know if it works.



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    MICKAEL MASSOT
    Individual Only Contact Account
    ------------------------------



  • 5.  RE: Copy and paste script variable in the agent answer of an email interaction

    NEW MEMBER
    Posted 15 days ago

    Hello Robert and Anton,

    The substitution in a canned response is the solution for my need. I just tested successfully.

    The only limitation is that markdown language is not taken in account when you use canned response to reply an inbound email in the agent UI. It seems that just HTML is used.

    Thanks again for your help both.



    ------------------------------
    Mickaël MASSOT
    LAZULI Consultant
    ------------------------------



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