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 [[QR_XXX]]

Below is a list of available agent values.

[[QR_AGENT_ID]]
[[QR_AGENT_USERNAME]]
[[QR_AGENT_FIRSTNAME]]
[[QR_AGENT_MIDDLENAME]]
[[QR_AGENT_LASTNAME]]
[[QR_AGENT_EMAIL]]
[[QR_AGENT_TEAMID]]
[[QR_AGENT_INTERNALID]]
[[QR_AGENT_TEAMNAME]]
[[QR_AGENT_TELEPHONE1]]
[[QR_AGENT_TELEPHONE2]]
[[QR_AGENT_CUSTOM1]]
[[QR_AGENT_CUSTOM2]]
[[QR_AGENT_CUSTOM3]]
[[QR_AGENT_CUSTOM4]]
[[QR_AGENT_CUSTOM5]]

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

Below is a list of available custom values.

[[QR_CUSTOM1]]
[[QR_CUSTOM2]]
[[QR_CUSTOM3]]
[[QR_CUSTOM4]]
[[QR_CUSTOM5]]