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_1qr_custom_2qr_custom_3qr_custom_4qr_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 |