On inbound, you can set participant attributes and then use those as a substitution. For outbound, I don't think there is a way to do that. What you could do is create a script that calculates or pulls information in with a data action and then the agent could use that to copy/paste into the SMS. The other option is possibly using HTML code to populate the canned response.
Outside of that, maybe you can look at an SMS campaign and a button on the script that adds the information to a contact in a campaign list.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-05-2023 09:51
From: richard craig
Subject: Information in SMS Canned Responses
i am currently dealing with a customer who wants to send SMS canned responses to customers which include information such as dates and i have attached a couple of examples below.
Company Safety Inspection reminder. $AGENCY will be out on $DATE If you are unavailable for this appointment please call $MESSAGE urgently to cancel & re-arrange.
Hello, we're contacting you about your upcoming repair with company name on $DATE for repair reference $NG_ORDER_NUMBER
is there anyway in which this information can be populated to include elements such as dates, order numbers and agency names ?.
#Unsure/Other
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richard craig
British Telecommunications PLC
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