Genesys Cloud - Main

I'm attempting to set up an SMS auto-response for one of our queues. After reviewing and reading I found two ways I'd like to try this: 

1. Get Response Action  -  I would like to use this as it would allow our users with access to the library to edit responses as the business sees necessary. The issues: 

• The help set it says I have to use the Send Auto Reply action but that action does not appear as an option on my flow
• For Output Response Body, after reading the helpset I'm still not sure what value would be entered here 

2. Using Send Response Action - How do I use the substitution variable in this type of action? I attempted to use the same variables used in our canned response with not success, used variables suggested online and cannot get it to pull in the our customers name 

Hey @Vanessa Molina,

Simple fix here, what you have done is all in quotes, so it's going to need to edit your expression. Like below

Trim(Append(
    "Hi", 
    " ", 
    ToDisplayString(Flow.IsTest), 
    If(IsNotSetOrEmpty(ToDisplayString(Flow.IsTest)), "", " "), 
    "this is", 
    " ", 
    ToDisplayString(Flow.IsTest), 
    If(IsNotSetOrEmpty(ToDisplayString(Flow.IsTest)), "", " "), 
    "we called about your", 
    " ", 
    ToDisplayString(Flow.IsTest), 
    If(IsNotSetOrEmpty(ToDisplayString(Flow.IsTest)), "", " "), 
    ". We will try and get........"))

You'll just need to update the data flow. variables. 

This should then work for you :) Let me know if you need any help!

Thank you, @Lawrence Drayton! The formula worked for the Send Response solution. Do you know why solution #1 isn't working as described in the help docs? I couldn't find anything stating a complex formula is needed for the Send Response action. If you have the relevant help documentation, I'd appreciate it. Genesys documentation and navigation have been quite challenging.

Glad to hear the formula worked for the Send Response action!

Regarding why Solution #1 wasn't working as described in the Genesys documentation, it's because the text you previously had was enclosed entirely in quotes, making it a static string. In Genesys Architect, dynamic content (such as variables or expressions) must be included outside quotes or formatted using functions like Append(), Trim(), and ToDisplayString() to ensure correct evaluation.

Genesys help docs mention this briefly, but the information can be a bit scattered. Here's the documentation that directly addresses expressions in message bodies and using dynamic content with Architect actions:

• Genesys Architect Expressions Reference

• Genesys Send Response Action Details

These documents clarify the use of dynamic variables and expressions within Architect nodes, particularly in scenarios where you're combining text and variables.

Feel free to reach out if you have more questions or need further clarification!