Thank you very much for your answer.
Original Message:
Sent: 02-06-2026 09:30
From: Kaio Oliveira
Subject: Use custom substitutions for new outbound email
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
Original Message:
Sent: 02-06-2026 09:18
From: Mihai Vasiloiu
Subject: Use custom substitutions for new outbound email
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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