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  • 1.  Use custom substitutions for new outbound email

    Posted 02-06-2026 09:18

    Hello,

     I would like to create a Canned Response that will be used by agents in new outbound emails. This canned responses should contain some Agent information that is not available by default in the substitutions list. 

     Is there a way to attach some info to the user profile that would be used in the substitution? For example I would like to add their tag (@xxx) in the Agent section of his person details and somehow add this information in his email signature or body.

    Regards,

    Mihai 


    #DigitalChannels

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    Mihai Vasiloiu
    Tech Lead Customer Interactions
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  • 2.  RE: Use custom substitutions for new outbound email
    Best Answer

    Posted 02-06-2026 09:30

    Hi Mihai, 

    At this time, Genesys Cloud does not support adding custom attributes to the user profile that can be used as substitutions in canned responses.

    Canned responses and email templates only support the standard substitution variables that Genesys provides (such as agent name, queue, interaction details, etc.). Any custom fields added to the agent's profile (for example, tags or notes in the Person details) are not exposed as substitution variables for outbound emails or signatures.

    I found an idea similar to what you're looking for.

    https://genesyscloud.ideas.aha.io/ideas/CEEMAIL-I-318



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    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
    ------------------------------



  • 3.  RE: Use custom substitutions for new outbound email

    Posted 02-10-2026 02:20
    Edited by Mihai Vasiloiu 02-10-2026 02:22

    Thank you very much for your answer.

    @Marudhu Pandian is it possible to receive an official answer, confirming/infirming this, which I could give to my customer?

    Regards,

    Mihai



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    Mihai Vasiloiu
    Tech Lead Customer Interactions
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    Original Message


  • 4.  RE: Use custom substitutions for new outbound email

    Posted 03-06-2026 05:13
    Edited by Marudhu Pandian 03-06-2026 05:14

    Hi @Mihai Vasiloiu,

    Sorry about the delayed response. This one slipped through the cracks. @Kaio Oliveira is right. We don't support this now. The idea that Kaio referred to is specific to the ability to use the substitutions tied to the footer type canned response. I would recommend you create a separate idea for your request. That will help us gauge demand.

    Thanks!



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    Marudhu Pandian
    Genesys - Product Management
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    Original Message


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