Genesys Cloud - Main

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.

Hello Mark, 

When you use lowercase variable names in your WA templates that match Genesys standard naming conventions they should automatically populate with the correct values. The an example list is here:

{{agent_alias}}
{{agent_name}}
{{customer_name}}

Now how it works in a canned response is pretty much the same. When you create or edit your WA template the template variables from your approved WA template should appear as pill buttons when you save the message. All you have to do is click the pill button to configure the variable settings. If the variable name matches the special names, like above, then Genesys should automatically populate these. 

Hope this helps. 

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.

Hi Cameron,

Thanks for the reply. The behavior you described is not what I'm experiencing in Genesys. For this new WA template that only allows lower case names, the variable is stated as {{agent_alias}}. In Genesys canned messages>Message Template it appears as the bubble with {{agent_alias}}. When the agent uses the canned message, the variable field appears blank. However, in an older WA template that was previously approved when they allowed upper case variable names, in the Genesys canned message for that template, the agent name is auto-filled. 

Hello Mark, 

When you use lowercase variable names in your WA templates that match Genesys standard naming conventions they should automatically populate with the correct values. The an example list is here:

{{agent_alias}}
{{agent_name}}
{{customer_name}}

Now how it works in a canned response is pretty much the same. When you create or edit your WA template the template variables from your approved WA template should appear as pill buttons when you save the message. All you have to do is click the pill button to configure the variable settings. If the variable name matches the special names, like above, then Genesys should automatically populate these. 

Hope this helps. 

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.

Hi Mark

I see this was added/updated on the 23rd of Feb, not sure if this might help.

https://help.genesys.cloud/articles/add-a-whatsapp-template-message/

https://help.genesys.cloud/articles/substitutions-overview/

Hopefully someone in the community can share some ideas on how to address this.

Regards

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.

Looking for solution to Meta requiring variables in WhatsApp templates to be lower case only. Old templates have variable formatted like Genesys such as {{AGENT_ALIAS}} and then agent name is properly inserted in Genesys canned message. New WA templates require lowercase so only {{agent_alias}} and it doesn't work. Is there a way to do variable mapping in canned messages? I tried substitution but default value is text and literal value so {{AGENT_ALIAS}} in that field is what is literally populated in canned message field.