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  • 1.  WhatsApp template message: AGENT_NAME substitution

    Posted 9 days ago
    Edited by Oscar Gallone 9 days ago

    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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  • 2.  RE: WhatsApp template message: AGENT_NAME substitution

    GENESYS
    Posted 3 days ago
    Edited by Cameron Tomlin 3 days ago

    Hello Oscar, 

     

    To use the substations you will need to use a canned response substitution, Found here: https://help.mypurecloud.com/articles/substitutions-overview/. Once this is created in the canned response part of GenCloud you will need to use a approved whatsapp template. I believe the variable will need to be set like {{AGENT_NAME}} according to meta documentation here: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/.

     

    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


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