Standard Responses API
A Standard Response is a text template with keyword placeholders that are meant to be replaced, resulting in a standardized, yet custom message that is crafted according to the situation and customer.
The Web Services API caters to Standard Response features.
This section describes general concepts employed by the standard response portion of the Web Services API and provides guidance for developers building standard response into their client applications.
Standard Response template transformed into a message
Hello <$ Customer.FirstName $> <$ Customer.LastName $>, I am <$ Agent.FirstName $> and I am happy to help you.
Hello Clark Kent, My name is Lex and I am happy to help you.