Although field codes are used mostly in standard responses, they are the most complex and powerful aspect of standard responses, so they are described in this separate section, including:
- Field Codes Overview
- Field Code Variables
- Field Codes in Knowledge Manager
- Field Code Anatomy
- Field Code Examples
Field Codes Overview
The main use of field codes is to particularize standard responses, in a manner similar to the Mail Merge feature in word processors.
For example, you can use the field code <$Contact.FirstName$> in a response beginning Dear <$Contact.FirstName$>, which you send to dozens of recipients. In each message, <$Contact.FirstName$> is replaced by the first name of the addressee of the message (the contact) as listed in the Universal Contact Server database.
More generally, a "field code" is a formula that you insert into an outgoing text object, such as an e-mail that E-mail Server generates when triggered to do so by a routing strategy object.
The most common type of such text object is a standard response (triggered by an Autoresponse or Acknowledgement object), but you can also insert field codes into other types, such as chat transcripts, SMS messages, and forwarded or redirected e-mails. In some cases the only place you can insert a field code is in the Subject line using the Format tab in a strategy object.
The following is a complete list of the strategy objects that can use field codes either in a standard response or in the Subject line:
The following is a complete list of the strategy objects that can use field codes only in the Subject line:
Reply from External Resource
When a text object containing such a formula is processed, the following happens:
The formula performs an operation, which produces a result.
The result replaces the field code in the text object.
This process of performing an operation and substituting its result is called "rendering."
A complete reference list of field codes is available in the Genesys eServices Field Codes Reference Manual.