It sounds like you need something to re-generate the value of the htmlBody variable after the values are generated for the embedded variables. Just guessing, but the embedded values are probably null when first sent to the script, and you are not specifically updating the body when they are no longer null.
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 07-19-2025 18:31
From: Shamsudin Jamal Basha
Subject: HTML Placeholder Not Replacing with Script Variable Values
Hi Team,
I'm currently passing an HTML body as a variable (htmlBody) from the email flow to the agent script. This HTML body contains placeholders (e.g., {{ticketid}}) that are expected to be replaced by corresponding script variable values during runtime.
When the agent clicks the Submit button, we trigger a data action to send an agentless email. This data action takes two inputs:
The email is successfully triggered and sent to the customer. However, the placeholder values inside the HTML body (e.g., {{ticketid}}) are not being replaced by the actual script variable values
Example
What we expect
Hi customer,
Your ticket ID is 12345
what we got is
Hi customer,
Your ticket ID is
any suggestions??
#Omni-ChannelDesktop/UserInterface
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Shamsudin Jamal Basha
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