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How to Link Token in Manage Messages — Cloud Customer Connect
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How to Link Token in Manage Messages

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Summary:

Creating custom token in Manage Messages task, need to link it to value

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I am using Manage Messages to edit the SVC_EMAIL_ACK templates for Help Desk emails. For SVC_EMAIL_ACK_KNOWN_EMP, where the system will recognize the person submitting the request, I want to call a token {SR_PPOC} that will reference the name of the primary contact. I am able to add this token at the bottom next to the reference number, but I am unsure of how to link it so that SR_PPOC relates directly to the primary point of contact on the request.

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