Dynamic email content with Placeholders and Bookmarks
Placeholders in ServiceJourney are a way to add dynamic content and personalize your automated emails. An email that refers to the customer by name updates them about a status change and adds details about a ticket is an excellent way to retain the conversation's context.
For example, you can have a status update email sent automatically by ServiceJourney when the customer's case is closed. But instead of just a generic message, you can create a personalized message such as "Dear @CUSTOMER_NAME@, your Case @CASE_ID@ was resolved successfully". The Placeholders get contextual content.
There are 2 concepts:
- Placeholders: temporary text inside of an email subject or body that will be replaced with dynamic content right before it's sent.
- Bookmarks: instructions on how each placeholder gets converted to real values.
The following are out-of-the-box bookmarks that can be used:
| Bookmark | Description | Sample |
|---|---|---|
| System fields | ||
| @COMPANY_NAME@ | Name of your organization as is set in | Eccentex Corp |
| @SERVER_BASE_URL@ | Server Base URL. Value from ConfigurationManager.AppSettings["AppBaseExternalUrl"]) | https://servicejourney.eccentex.com:1234 |
| @SYSTEM_DATE@ | String with current System Date | 11/17/22 |
| @SYSTEM_DATE_TIME@ | String with current System DateTime | 11/17/22 10:11:12 AM |
| @SYSTEM_YEAR@ | String with current System Year | 2022 |
| @TOKEN_ACCESSSUBJECTS@ | Current Users Accesssubjectcode | 3C21DCD09C014323AB7E3BCC5ABB1830 Note:This Bookmark can be used only in Quotes |
| @TOKEN_ALLACCESSSUBJECTS@ | @TOKEN_ACCESSSUBJECTS@ + User Access Subject on user + access subjects of groups. Comma-separated. | LTR_ExtJs5_Prod.088_root_LTR_Root,3C21DCD09C014323AB7E3BCC5ABB1830,441A9181-A915-4C39-B2E3-59A25C8789DB, |
| @TOKEN_DOMAIN@ | Token domain | LTR_ExtJs5_Dev.123 |
| @TOKEN_GROUPACCESSSUBJECTS@ | Replaces the tag with all the groups the current user is part of, comma-separated. access subjects | 3C21DCD09C014323AB7E3BCC5ABB1830,441A9181-A915-4C39-B2E3-59A25C8789DB,7FAC3B24-0DE5-472D-969C-36668753D833 |
| @TOKEN_LOCALECODE@ | Current Locale Code | en-us |
| @TOKEN_LOGIN@ | The current user's Login | jsmith@myemail.sol |
| @TOKEN_NAME@ | The current user's Name | John Smith |
| @TOKEN_SYSTEMDOMAIN@ | The system domain | config.123 |
| @TOKEN_SYSTEMDOMAINUSER@ | Name of the schema tenant | appbase_tenant_99 |
| @UNSUBSCRIBE_URL@ | Text with NULL HREF link | <p><a href="#">unsubscribe from this list</a></p> |
| @USRS_CONTACT_NAME@ | Current or parameterized user title + full name + position + email + phone + fax | Mr. John Smith, Developer, jsmith@myemail.sol, +1 555 666 7777, +1 555 666 8888 |
| @USRS_EMAIL@ | Current or parameterized user email | jsmith@myemail.sol |
| @USRS_FAX@ | Current or parameterized user FAX number | +1 555 666 7777 |
| @USRS_FIRSTNAME@ | Current or parameterized user first name | John |
| @USRS_FULLNAME@ | Current or parameterized user full name | John Smith |
| @USRS_LASTNAME@ | Current or parameterized user last name | Smith |
| @USRS_PHONE@ | Current or parameterized user phone number | +1 555 666 8888 |
| @USRS_POSITION@ | Current or parameterized user position | Developer |
| @USRS_TITLE@ | Current or parameterized user title | Mr. |
| Case-specific | ||
| @CASE_CREATEDBY@ | String with the Access Subject Name of the user who created the Case | John Smtih |
| @CASE_TYPE @ | Case type name | |
| @CASE_SUMMARY@ | Case summary | SJ-123-999 Any Request |
| @CASE_STATE @ | Case state name | In Process |
| @CASE_RESOLUTION@ | Case resolution name | Successful Resolution |
| @CASE_PRIORITY @ | Case priority name | Normal |
| @CASE_OWNER @ | Case owner name | Peter Parker |
| @CASE_ID@ | Case number | CASE-2017-9327 |
| @CASE_DESCRIPTION@ | Case description | SJ-123-999 Any Request |
| @CASE_CREATEDDATE_SD@ | Case created date short format | 07/14/2017 |
| @CASE_CREATEDDATE_LD@ | Case created date long format | July 14, 2017 |
| Customer Service specific | ||
| @Requester@ | Full name of the 'Requester' Case Party | John Smtih |
| @Requester_Primary_Phone@ | Primary phone number of the 'Requester' Case Party | +1 555 666 7777 |
| @Requester_Phone@ | Phone number of the 'Requester' Case Party | +1 555 666 7777 |
| @Requester_Email@ | Emai address of the 'Requester' Case Party | jsmith@myemail.sol |
| @Enhanced_Requester@ | The Requester full Name if it is in the CRM and the string "Customer" if it only contains the email address. | Customer |
