Genesys Cloud - Main

Hello Everyone,

I am currently developing an email flow that will be utilized by multiple Business Units (BUs). Each BU has specific acknowledgment messages, closed hours messages, emergency messages, etc. These messages are configured under canned responses, and substitutions such as agent ID and time of day are essential, with values passed from the flow.

However, we are facing a challenge with dynamically calling a canned response variable using a GET Response. Currently, we have to statically specify the library and response name, which is impractical for managing over 200 BUs using switch cases.

How can we achieve dynamic calling of canned responses while ensuring substitutions are performed correctly? Using canned responses is crucial for this process.

Hello Everyone,

I am currently developing an email flow that will be utilized by multiple Business Units (BUs). Each BU has specific acknowledgment messages, closed hours messages, emergency messages, etc. These messages are configured under canned responses, and substitutions such as agent ID and time of day are essential, with values passed from the flow.

However, we are facing a challenge with dynamically calling a canned response variable using a GET Response. Currently, we have to statically specify the library and response name, which is impractical for managing over 200 BUs using switch cases.

How can we achieve dynamic calling of canned responses while ensuring substitutions are performed correctly? Using canned responses is crucial for this process.

Can you leverage data tables to set the canned response, I haven't tried this though

Hello Everyone,

I am currently developing an email flow that will be utilized by multiple Business Units (BUs). Each BU has specific acknowledgment messages, closed hours messages, emergency messages, etc. These messages are configured under canned responses, and substitutions such as agent ID and time of day are essential, with values passed from the flow.

However, we are facing a challenge with dynamically calling a canned response variable using a GET Response. Currently, we have to statically specify the library and response name, which is impractical for managing over 200 BUs using switch cases.

How can we achieve dynamic calling of canned responses while ensuring substitutions are performed correctly? Using canned responses is crucial for this process.

Hi Andy, 

You mean to say update the content of the canned response in data table and just call that in the flow? That's the easiest approach but again we cannot use substitutions while doing this. For example the content would look like this:

****************
Dear {{Customer_name}},
We have acknowledged your email and here is your reference number: {{Reference_ID}}

Thank you,

Team ABC

************

In this Customer name and reference ID are passed from the flow which I do not think is possible if we use data table. As with data table we can just use the variable in Send Auto Reply and no modifications on this content can be done. That is my understanding. Please correct me if I am wrong. 

Can you leverage data tables to set the canned response, I haven't tried this though

Hello Everyone,

I am currently developing an email flow that will be utilized by multiple Business Units (BUs). Each BU has specific acknowledgment messages, closed hours messages, emergency messages, etc. These messages are configured under canned responses, and substitutions such as agent ID and time of day are essential, with values passed from the flow.

However, we are facing a challenge with dynamically calling a canned response variable using a GET Response. Currently, we have to statically specify the library and response name, which is impractical for managing over 200 BUs using switch cases.

How can we achieve dynamic calling of canned responses while ensuring substitutions are performed correctly? Using canned responses is crucial for this process.