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Quick Reply Substitution Variables

With this feature, substitution variables can be used inside of quick replies in the contact center to make them more dynamic and personalized. These variables will be replaced by the real value during a live email or chat. The format of the variable will be [[VARIABLE_NAME]].

Available Agent Values

Variable Replaced With
[[agent_first_name]] Agent's first name
[[agent_last_name]] Agent's last name
[[agent_email]] Agent's email address
[[agent_user_id]] Agent's CXone user ID

Custom IVR Data

Custom IVR data can also be used to substitute in quick replies. The Implementation Manager will need to add custom data to the current contact in the IVR. This is done by using the Assign action and setting the SaveToDB value to True. There can be up to 5 custom variables set per contact.

The name in the Assign action can be one of the following list:

  • qr_custom_1
  • qr_custom_2
  • qr_custom_3
  • qr_custom_4
  • qr_custom_5

Available Custom Values

Variable Replaced With
[[qr_custom_1]] Custom data 1
[[qr_custom_2]] Custom data 2
[[qr_custom_3]] Custom data 3
[[qr_custom_4]] Custom data 4
[[qr_custom_5]] Custom data 5

Quick Reply and Comment Template CRM Merge

The SIX Smart Agent allows you to create dynamic Quick Replies and Comment Templates by using merge tags that pull data directly from your CRM. When an agent selects a template, the console automatically replaces these tags with the actual values from the open SalesForce object.

Merge Tag Syntax To include a CRM variable in your quick reply, use the following specific format:

{crm.ObjectName.FieldName}

crm: The required prefix that tells the console to look for CRM data. ObjectName: The category of the data (e.g., Contact, Account, Case, or custom Object include __c). FieldName: The specific field to be inserted (e.g., FirstName, Name, CaseNumber, or custom field __c).

Example Quick Reply: 

Hello {crm.Contact.FirstName}!
Thank you for your Support!
Skybox Communications

Since we are only looking at the active record, it may be required to create a formula field to reference a parent object field.