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of the FocalScope omnichannel suite, according to best practice.


    Placeholders add in details, such as a recipient's name, automatically to messages and thus does not require you to enter the name for each response manually. Signatures and Standard Responses have Placeholders (click the links to see how these are created). This lesson shows you how placeholders are used.

    Insert a Placeholder


    To insert a placeholder, click on [Insert Tab] when creating new signatures or standard responses.


    The "Select Placeholder" dialog appears and allows you to select the placeholder type you would like to use for creating this response or signature.

    The following explains, with example, each type of available placeholders and how they can be used.

    1. %TICKET NO%


    %Ticket No% is use for standard responses and for e-mails that give the recipient a reference to your communications with them. This will help agents to easily find the e-mail with the quick search function in FocalScope, as the communication party can quote the ticket number to agents.

    2. %MY NAME%

    %MY NAME% is useful in signatures, created for use with ticketboxes which are shared by 2 or more users. The system will retrieve the name of the agent sending out the e-mail, to attach in the signature. Agents then do not need to type in their names each time they send the e-mail. The %MY NAME% placeholder can only be used to with names of FocalScope users.


    %RECIPIENT NAME% refers to the name of the person in the [To] field of an e-mail.


    %RECIPIENT ADDRESS% refers to the e-mail address of the person in the [To] field of an e-mail.

    5. %SENDER NAME%

    %SENDER% is the name of the person sending the message, taken from the "From" field.


    %SENDER% is the e-mail address of the person sending the message, taken from the "From" field.

    7. %SLA 1% and %SLA 2%


    %SLA1% is the time at which the first SLA had been triggered. %SLA2% is the time at which the second SLA was triggered. Use this place holder in auto responder to let your customers know the estimated waiting time they could expect from you.

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