Genesys Cloud CX

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  • 1.  Using Blank Values in Contact List Substitutions

    Posted 12-01-2022 05:23
    We are in the process of testing outbound email campaigns for one of our customers. We use several of the columns in the contact list as substitutions to insert variables into the body of the email, for example the person_name column is used to insert the customers' names.

    One thing we have noticed is that if the contact column being used as a substitute is empty for any contacts, rather than inserting a blank value as the substitute, it is inserting the column name which is not ideal. Our customer sends emails to businesses as well as individuals so the person_name column will sometimes be blank. Does anyone know if there is a way to insert a blank value instead of column name?
    #DigitalChannels
    #Outbound

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    James Foster
    Conn3ct (Connect Managed Services (UK) Limited)
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  • 2.  RE: Using Blank Values in Contact List Substitutions

    GENESYS
    Posted 12-02-2022 07:39
    Hi James,
    Yes, you can set a default value for the substitution. When there is no data returned, as in your case, instead of using the sub name, the system will look for the default value you specified for that substitution.
    Just click Edit for the substitution, and you'll see the Default Value option:


    Hope this helps.

    Thanks!
    Jody

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    Jody Nabuurs
    Genesys - Employees
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  • 3.  RE: Using Blank Values in Contact List Substitutions

    Posted 12-02-2022 07:52
    Hi Jody,

    Thank you for the suggestion, unfortunately this only works for inserting a physical value. We want literally nothing (blankspace) to be inserted if the contact column is empty. I've tried entering a default value of just spaces, but if I do this it still inserts the header name. It looks as though it has to be a physical character or a string of characters.

    Regards,
    James

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    James Foster
    Conn3ct (Connect Managed Services (UK) Limited)
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