Creating Placeholders

Quick links in this article:

With Gnatta Content Responses, you can build a library of pre-approved content to present to your agents as they’re handling interactions - no more Word Docs, no more notepads. In those responses, you can add dynamic placeholders for key contextual information that the agent can fill in, or check, before sending.

In this article, we’ll explore setting up those placeholders.

Getting started

First, you’ll need to navigate to Configuration > Advanced > Content Responses > Placeholders tab and click + Add to create your first placeholder.

Open

Placeholder types

We’d recommend creating a selection of useful placeholders before you start building your actual content library - you can then insert these placeholders as needed! Common examples include:

• Customer Name

• Customer Email

• Order Number / Tracking Number

• Day of the week

• Delivery timescales

Open

Placeholders appear as tags in the content response

There are three types of placeholders you can create, each with a slightly different function and use case:

• Manual placeholders - these placeholders are not dynamic, and must be edited by the agent before they send their response. They’ll insert into the reply box on an interaction like this: XX[Customer Name]XX

• Option placeholders - these placeholders will offer the user a dropdown selection. For example, days of the week! The agent could select the relevant day of the week to insert into the response.

• Context placeholders - these placeholders will dynamically collect information from the user, interaction or conversation and attempt to autofill using the data it can find. For example, you might create a ‘Tracking number’ placeholder to collect and insert a tracking number from a Tracking ID custom field on the interaction.

Conditional placeholders

With an Option placeholder, you can also choose to add a display condition for each variant you add to the dropdown selector. This will then dynamically display the options to the user, depending on whether your conditions are met.

For example, you could create a Delivery Timescales placeholder with the following options:

• Option 1 No display conditions - 3-5 working days

• Option 2 IF Order Value field contains High - 1-2 working days

The content response would then offer the user two options for that placeholder, if the condition is met:

• I’ve organised a replacement for you, and that’ll be delivered in [Delivery Timescales: 3-5 working days | 1-2 working days].

Next steps

Now that you’ve created a selection of useful placeholders, it’s time to move on to creating the content responses themselves. More on that here: