Genesys Cloud - Main

#Architect/Routing
#Architect
#cannedresponses

Hello,

I am working on a SMS Campaign and want to be able to send an automatic reply based on the ​variables I assign in the Campaign SMS Template such as {{Cell Phone}} etc. I imported my Contact list, so the variables are the same as the column headers. I read through all the docs and tried several different things in Architect. I am able to substitute and set defaults, but nothing is working dynamically.

I send out a message via the campaign and all the variables are set according to the contact list but when I reply to the sent message the variables are empty. ​If I knew what variables the response management used, I could set them.

Maybe I am thinking of this wrong. Is it not possible to do substitution dynamically?

Some screenshots attached. 

Any help would be useful. Thanks.​
#ArchitectureandDesign
#DigitalChannels

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Matthew Raleigh
Thermo Fischer CRG
Sr. IT COMM Eng.
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Hi Matthew,

If you want to send a dynamic message based off of their contact information, you will need to retrieve that Contact's information in the messaging flow, and use that as the substitution values. The SMS Template in Canned Responses is used for the initial outbound message. The other standard Canned Response is used in the messaging flow. 

You have Message.ContactID and Message.ContactListID available as native flow variables. You will then need to excute a data action to "Get Contact Information", which will grab all of the contact's information. Once you bind the contact information in the inbound messaging flow in the Data Action output, you can use those values as substitution values into your canned response, and voila.

This is the way that  I would suggest doing it. Not sure if there's an easier way.

Thanks,
Peter


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Peter Stoltenberg
Avtex Solutions, LLC
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Hi Peter,

Thanks for your reply. Your explanation make sense to me. I will give the data action a try.

Thanks again

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Matthew Raleigh
Thermo Fischer CRG
Sr. IT COMM Eng.
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Original Message:
Sent: 12-29-2022 18:16
From: Peter Stoltenberg
Subject: Response Management Substitution

Hi Matthew,

If you want to send a dynamic message based off of their contact information, you will need to retrieve that Contact's information in the messaging flow, and use that as the substitution values. The SMS Template in Canned Responses is used for the initial outbound message. The other standard Canned Response is used in the messaging flow.

You have Message.ContactID and Message.ContactListID available as native flow variables. You will then need to excute a data action to "Get Contact Information", which will grab all of the contact's information. Once you bind the contact information in the inbound messaging flow in the Data Action output, you can use those values as substitution values into your canned response, and voila.

This is the way that  I would suggest doing it. Not sure if there's an easier way.

Thanks,
Peter


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Peter Stoltenberg
Avtex Solutions, LLC
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