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Variable Controls for Standard Texts?

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edited Dec 30, 2016 4:42PM in Communication Channels 2 comments

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I'm wondering if there is the capability of creating variables that must be addressed before a representative can send that chat script to the customer? As an example, our staff needs to create a case and provide that case number and we'd like to do that in part of our closing. A simplified example would be the rep choosing this Standard Text;

Thanks for contacting us today. For reference, your case number is {{{CASE}}}.

I'd like to ensure that the representative addresses the {{{CASE}}} section and doesn't send that directly to the customer creating an embarrassing situation.

Version

May '16

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