Substitutions overview

Use substitutions, or variables, in canned responses to include real-time, customer-specific information:

  • To provide agents with personalized messages that help reduce resolution time
  • To include personalized content in emails that automatically send as replies to inbound emails.

The following canned substitutions are available for all interactions:

    Note: This substitution inserts the customer name as Lastname, Firstname. If you want a name inserted otherwise, use a Custom substitution.

For example, you can include the AGENT_ALIAS substitution to include the agent’s alias in a canned response that any interaction uses.

Note: To ensure that substitutions work for all languages, Genesys Cloud does not localize names of the canned substitutions.

For example, an agent working in Genesys Cloud’s Spanish user interface can insert AGENT_ALIAS into a canned response, but not a localized name such as ALIAS_DE_AGENTE.

For more information about how your agents set their aliases, see Add an agent name and image for web chats.

Custom substitutions

You can create custom substitutions that address your specific business needs. You can use Canned Responses in several ways, and each one allows you to specify substitution values for your response.

  1. Add or edit the canned response and add the substitution
  2. Specify values for the substitutions when you use a response:
    • Use a response with the script editor:
      1. Create the flow in Architect.
      2. Configure the Set Participant Data action.
      3. Assign the values for the substitutions, which are available in the response.
        Note: In the Set Participant Data action, you must call the substitution by the exact name you defined in Canned Responses.
    • To send a response as an email body to a customer as an auto-response in an Inbound Email flow:
      1. Use the Get Response action.
      2. Supply the substitutions you want. The Get Response action loads the response into a String variable.
      3. Follow that action with a Send Auto Reply action, and use your substituted string variable as the message body.
    • Send the response to a web user in an Inbound Chat flow:
      1. Use the Get Response action as above.
      2. To send the substituted message to the web guest, use a Send Response action in the chat flow.