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  • 1.  HTML Placeholder Not Replacing with Script Variable Values

    Posted 07-19-2025 18:31
    No replies, thread closed.

    Hi Team,

    I'm currently passing an HTML body as a variable (htmlBody) from the email flow to the agent script. This HTML body contains placeholders (e.g., {{ticketid}}) that are expected to be replaced by corresponding script variable values during runtime.

    When the agent clicks the Submit button, we trigger a data action to send an agentless email. This data action takes two inputs:

    • toEmail

    • htmlBody

    The email is successfully triggered and sent to the customer. However, the placeholder values inside the HTML body (e.g., {{ticketid}}) are not being replaced by the actual script variable values

    Example

    What we expect 

    Hi customer,
     
    Your ticket ID is 12345

    what we got is 

    Hi customer,
     
    Your ticket ID is 


    any suggestions??


    #Omni-ChannelDesktop/UserInterface

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    Shamsudin Jamal Basha
    -
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  • 2.  RE: HTML Placeholder Not Replacing with Script Variable Values
    Best Answer

    Posted 07-21-2025 06:36
    No replies, thread closed.

    It sounds like you need something to re-generate the value of the htmlBody variable after the values are generated for the embedded variables. Just guessing, but the embedded values are probably null when first sent to the script, and you are not specifically updating the body when they are no longer null.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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