Create Canned Reply with Dynamic Parameters

Overview

Glassix provides you with the ability to create embedded Dynamic Parameters inside the body of your Canned Responses. Dynamic Parameters are placeholders that are dynamically filled based on the context in the ticket.

Create Canned Reply

  1. Go to Setting.

    Click on the symbol in the agent dashboard.

  2. Click General SettingsCanned Replies.
  3. Select existing Canned Reply from list or, click on New to create one.
  4. Where you want a Dynamic Parameter surround your variable name in double curly brackets i.e. {{Parameter_Name}}.

When an agent chooses to send a Canned Response with Dynamic Parameters, the following window will appear:

The agent can fill the fields with suitable text, and the variable name will be replaced with the new text.


Did this page help you?