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How to get substitutions for canned responses in Genesys cloud while sending outbound email

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  • 1.  How to get substitutions for canned responses in Genesys cloud while sending outbound email

    Posted 10-20-2023 09:07
    No replies, thread closed.

    Hi Team,

    We are trying to send outbound email with canned responses in that we specified few substitution variables. That variables receiver can't able to see. Please help me on this issue.

    Thanks,

    Mahammad


    #ArchitectureandDesign

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    Jainu Mahammad Sami
    Infosys Limited
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  • 2.  RE: How to get substitutions for canned responses in Genesys cloud while sending outbound email

    Posted 10-21-2023 23:40
    No replies, thread closed.

    What are the variables that you want inserted.  If they are not part of the conversation natively, there would be nothing for the variables to reference.  I think for Email you only get agent-based variables.  Anything outside of these are not going to be possible:

    Canned Substitutions Description Response Type
    AGENT_ALIAS Add a name and an image to use as an alias during any interaction. Standard and Footer
    AGENT_EMAIL Add the email address of the agent. Standard and Footer
    AGENT_NAME Add the name of the agent. Standard and Footer
    DEPARTMENT Add the department of the agent. Footer
    EMAIL_ADDRESS Add the "Email Address" configured for the email route. Footer
    FROM_NAME Add the "From Name" configured for the email route. Footer
    TITLE Add the job title of the agent. Footer


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