But basically you will use the substitutions from your approved WhatsApp template ,Genesys Cloud will automatically populate them with related conversation values. You can add the variable classified as {{AGENT_NAME}} on your message template.
For e.g Hello I am {{AGENT_NAME}}, I will be helping you for today
If you need any help implementing your whatsapp integration, I would post on the dev forum here: https://developer.genesys.cloud/forum/ for further in depth questions on how to implement this. Genesys' professional services team also has alot of experience with this integration. Want me to help you get in touch with them to have a conversation?
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CameronTomlin
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 06-25-2024 05:00
From: Oscar Gallone
Subject: WhatsApp template message: AGENT_NAME substitution
Hi,
I am on this help page: https://help.mypurecloud.com/articles/add-a-whatsapp-template-message/.
Among the notes, it is mentioned that variables like AGENT_NAME can be used for substitutions.
It is not clear to me how to use AGENT_NAME in a WhatsApp template approved by Meta where substitutions must be classified as {{1}}, {{2}}, {{#}}.
How can I do this?
#DigitalChannels
#Integrations
#Outbound
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Oscar Gallone
Asystel-BDF S.p.A.
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