The -forwardexternal parameter is used within an Agent Notification Auto Response. It supplies the details for the auto response, such as the agent that forwarded the message, their comments, an external answer page URL, etc. The following options are supported.
url - generates a URL that can be clicked to open the external answer page.
id - the reference number of the interaction that was forwarded
guid - This parameter is used within the Admin Tools - Website page to specify the Forward External URL. When variables are inserted into your forward external auto response template, a URL must be generated (e.g., the Forward External variable that creates a link for answering a question). You must specify the URL to be used in this section, which is typically the domain followed by the URL as shown below.
agentname - inserts the name of the agent that submitted the Forward External message.
agentemail - inserts the email address of the agent that submitted the Forward External message
agentcomments - inserts the comments from the agent that submitted the Forward External message
An example of these parameters within an auto response is shown below.
A new message has been submitted through our support website and you have been asked to provide the response. Details about the person that assigned this to you and their notes are shown below.
Details From Assigning Agent
Agent that assigned this to you: $value -forwardexternal(agentname)$
Email address of agent that assigned this to you: $value -forwardexternal(agentemail)$
Notes from agent (if any): $value -forwardexternal(agentcomments)$
You can answer this by clicking the link below, or copying it into your browser:
$value -forwardexternal(url)$
