Genesys Cloud - Main

i am currently dealing with a customer who wants to send SMS canned responses to customers which include information such as dates and i have attached a couple of examples below.

Company Safety Inspection reminder. $AGENCY will be out on $DATE If you are unavailable for this appointment please call $MESSAGE urgently to cancel & re-arrange.

Hello, we're contacting you about your upcoming repair with company name on $DATE for repair reference $NG_ORDER_NUMBER

is there anyway in which this information can be populated to include elements such as dates, order numbers and agency names ?.

#Unsure/Other

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richard craig
British Telecommunications PLC
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On inbound, you can set participant attributes and then use those as a substitution.  For outbound, I don't think there is a way to do that.  What you could do is create a script that calculates or pulls information in with a data action and then the agent could use that to copy/paste into the SMS.  The other option is possibly using HTML code to populate the canned response.  

Outside of that, maybe you can look at an SMS campaign and a button on the script that adds the information to a contact in a campaign list.  

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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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