Genesys Cloud - Main

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

Robert,

so the details of elements such as the  $NG_ORDER_NUMBER and $AGENCY reference,  $DATE and arrival $TIME_WINDOW_START and $TIME_WINDOW_END would all just go into the contact list ? but what if they are not known or can vary such as date and time ?.

The customer is doing agentless SMS messages on mass.

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

I assume they have to come from whatever is creating the list.  If you have to calculate them, either have the front-end service do that or send the information to a workflow and have it calculate them and insert into the contact list.  As for the time sent, that is in the conversation details, including the delivery receipt.  

Robert,

so the details of elements such as the  $NG_ORDER_NUMBER and $AGENCY reference,  $DATE and arrival $TIME_WINDOW_START and $TIME_WINDOW_END would all just go into the contact list ? but what if they are not known or can vary such as date and time ?.

The customer is doing agentless SMS messages on mass.

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

Are there any instructions on how to do what you have suggested ?. I have had a look on the Resource Centre and can't seem to find anything.

I assume they have to come from whatever is creating the list.  If you have to calculate them, either have the front-end service do that or send the information to a workflow and have it calculate them and insert into the contact list.  As for the time sent, that is in the conversation details, including the delivery receipt.  

Robert,

so the details of elements such as the  $NG_ORDER_NUMBER and $AGENCY reference,  $DATE and arrival $TIME_WINDOW_START and $TIME_WINDOW_END would all just go into the contact list ? but what if they are not known or can vary such as date and time ?.

The customer is doing agentless SMS messages on mass.

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

Robert i have added some tabs in the Excel file which is is going to be uploaded and i have created a Campaign SMS template and imported the calling list. In order for this to now replace the elements i want to replace do i need to edit the sections and add details into the below for example

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

You need to create an SMS template for Outbound Campaigns.  If this is for agent-initiated SMS, then you are stuck with what you have in canned responses.  The SMS Template will be tied to a contact list and you will see them as a drop-down in the fields you can use in the response.  

Robert i have added some tabs in the Excel file which is is going to be uploaded and i have created a Campaign SMS template and imported the calling list. In order for this to now replace the elements i want to replace do i need to edit the sections and add details into the below for example

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible

Robert this is not agent initiated but to be sent out en-mass to customers and therefore agentless. I have created an SMS template on an outbound campaign in the Digital Campaigns as below

i have created a new canned response Campaign SMS Template as below and imported the calling list into this view as below

the Excel spreadsheet has an entry against each of the columns i want to populate as below but when i run the campaign those values aren't populating

You need to create an SMS template for Outbound Campaigns.  If this is for agent-initiated SMS, then you are stuck with what you have in canned responses.  The SMS Template will be tied to a contact list and you will see them as a drop-down in the fields you can use in the response.  

Robert i have added some tabs in the Excel file which is is going to be uploaded and i have created a Campaign SMS template and imported the calling list. In order for this to now replace the elements i want to replace do i need to edit the sections and add details into the below for example

If you are using the SMS Campaign, you can set those values in the contact list and then use a SMS Template to build that.  For agent-sent SMS, you have to use Canned Responses with substitutions.  

Add a SMS campaign template message - Genesys Cloud Resource Center (mypurecloud.com)

Substitutions overview - Genesys Cloud Resource Center (mypurecloud.com)

All,

I may have asked this before but it may have been a while ago now. Is it possible to populate information as follows within an SMS response :

Your ref is $NG_ORDER_NUMBER and $AGENCY will be out on $DATE and arrive between $TIME_WINDOW_START and $TIME_WINDOW_END 

I need the SMS to automatically populate this information if possible