Genesys Cloud - Main

Can anyone point me to how we use placeholders in canned responses.  I see a reference to this suggesting we can use CUSTOMER NAME but there is no syntax or list of variables.  I am assuming this is similar to scripts {{ variable}} but this does not seem to work.  

Hi Troy,

The information about the placeholders was published too early--sorry! That feature is coming very soon, but it's not available yet. Thanks for your patience and sorry for the confusion.

Hi,

So, in Canned Response I can't use something like {{Username}} in email signature? We always send e-mails with the name of the agent

Hi Rogier,

Sorry for the confusion. Yes, you can substitute the agent name by entering {{AGENT_NAME}} . I was trying to substitute custom variables. It supports standard variables like agent name and alias.

@Troy Roberts? 

Hi, thanks

didn't find a list of substitues.....

I couldn't find a specific list. The ones I know of are

{{AGENT_NAME}} the system agent name

{{AGENT_ALIAS}} which is the Agent alias name if setup in profiles.

{{CUSTOMER_NAME}} from conversation

Once the feature is released, we will allow for custom placeholders as well as the canned ones you specified. You will be able to use them both on the agent side for canned responses, as well as within email flows for sending custom auto responses. We anticipate releasing the full feature later this month.

Here's a preview for the admin side where canned responses are configured. Like you already found, there are three canned variables and then you have the ability to define custom ones.