The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Special Paragraph Inserts

In addition to all of the regular paragraph inserts for various case-related information, there are a number of special-purpose inserts.

When you click the Paste Insert button, on the Standard Paragraphs page, the Paste Insert menu opens. You will find the following inserts listed under the "Special" folder.

Insert Name	Insert Text (Description / Purpose)
Console Prompt	[prompt.] Allows you to prompt the user for information at the time the letter is prepared. You should enter the text with which the user will be prompted after the period, before the closing bracket. Example [prompt.Enter the name of your favorite color] Note: This special insert will not work when included in a suggested paragraph.
Today's Date	[special.today] Inserts the current date when letter is prepared. You can also specify a date format.
Time Now	[special.now] Inserts the current time when the letter is prepared. You can also specify a time format.
Tab	[special.tab] Inserts a tab character. The size (width) of tabs is completely dependent on the output type. In HTML documents, the size may vary.
Paragraph Mark	[special.paragraph] The text which follows this insert will begin a new paragraph. Depending on the output type, this could mean a new line, or a double-spaced line. In HTML documents, starting a new paragraph may also reset any styles and formatting that were applied in the previous paragraph.
Line Break (retains style)	[special.newline] The text which follows this insert will begin on a new line. This is intended primarily for paragraphs that will be used on HTML letters. In standard HTML, carriage return characters (the [Enter] key) are ignored. If you start a new line by pressing the [Enter] key on your keyboard, HTML letters treat that simply as a space. Also, unlike beginning a new paragraph, beginning a new line will retain the format/style being applied to the previous line.
Suggested Paragraphs	[special.suggested_paragraphs] This insert will trigger the paragraph suggestion logic, basically forcing the user who is preparing the letter to look for suggestions. Suggested paragraphs may be used automatically, or the user may be prompted. Note: If this insert is used, make sure that it is only in one paragraph on any given letter. Otherwise it will restart the suggestion process each time it occurs. For information on setting up suggested paragraphs, refer to Paragraph Suggestions.
Picture	[special.picture,path-to-file] This will allow you to insert a picture from a file. This is supported in HTML letters. For specifics on how to use this paragraph insert, refer to Picture Inserts.
Text of Issue	[special.issue_text.paraname,text-type{:first,:last,:all}] Inserts the Case Text related to an issue. Replace "paraname" with the name of a paragraph that includes the case_text columns that should be included. Replace "text-type" with the Text Type Code to be included. Only a text entry with this type will be used.
Text of Case	[special.case_text.paraname,text-type{:first,:last,:all}] Inserts all of the Case Text based on the filtering criteria regardless of whether or not the case text is attached to an issue. Replace "paraname" with the name of a paragraph that includes the case_text columns that should be included. Replace "text-type" with the Text Type Code to be included. Only a text entry with this type will be used.
Include Paragraph (Code Based)	[special.include.paraname] Allows you to insert another paragraph into this paragraph. Simply replace "paraname" with the ID of the paragraph that you want to include. Note: The ID is case-sensitive. Make sure the case matches or the insert will not work correctly.
Line Break (If Not Blank)	[special.newline,ifnotblank] Inserts a new line (carriage return) only if the insert immediately preceding this one is not blank. This is especially useful when creating address blocks, where you don't want blank lines included for items that may not be present, such as the Address2 or company name.
Issue_Detail	[special.issue_detail.paraname,t01_code] If you have Issue Details implemented on your system, you can use this insert to include information included in the issue details of a case. You must complete the following to use this insert: Create a paragraph and select "Issue Details" in the Repeat Table field. Create a second paragraph using the following insert: [special.issue_detail.paraname]. Replace "paraname" with the paragraph name of the first paragraph that you created. If you want to filter the result by the t01 code, add the code after the "paraname" as shown above. Replace "paraname" with the name of a paragraph that includes the issue_detail columns that should be included. Note: To insert only Issue Details for a specific T01 code, replace "t01_code" with the T01 code value to be included. Only matching issue detail rows will be used.
Start/End Timeframe Period	[special.periodstart.<timeframe id>.<relative option>,<format>] [special.periodend.<timeframe id>.<relative option>,<format>] Inserts a relative date timeframe. This is used on reports to insert a relative date for a specified period into the report title. For further information about using dates in reports, refer to Report Dates and Report Time Frames and Dates.
Copyright Symbol	[special.copyright] Inserts the symbol for a copyright notice: © Note: Due to a previously resolved bug, the system used to create this insert as `[special.copywrite]`. This spelling is still recognized when preparing letters so that older paragraphs containing the misspelled version will still work.
Knowledge Response	[special.knowledge_response] Inserts a standard paragraph.

You may also want to enter the following Special Inserts.

Insert Name	Insert Text (Description / Purpose)
Non-Breaking Space	[special.nbsp] Inserts a non-breaking space. This can be used to prevent two words (such as first and last name) from breaking across lines when they appear at end of a line on the page. Also, multiple consecutive spaces in an HTML document will normally result in just a single space being included in the text. (This is standard behavior with HTML.) You must use this insert if you need to include multiple consecutive spaces in the text of the paragraph.
Non-Breaking Hyphen	[special.nbhyp] Inserts a non-breaking hyphen. The two words between which this hyphen displays will not be split onto two lines if the words should appear at the end of a line.
Trademark Symbol	[special.trademark] Inserts the symbol for a trademark: ™
Registered Symbol	[special.registered] Inserts the symbol for a registered trademark: ®
If Enclosure Exists	[special.if_enclosure.insert-text] Allows you to specify text that will be included only if there is an enclosure assigned to the letter on the case (for example, the Letter column on the Enclosures view must have a letter number assigned). If there are no enclosures assigned to the letter, this insert will not be included. This is most often used to simply add the word "enclosures" to the bottom of a letter when a letter includes enclosures. You should specify the text to be included following the second period, before the closing bracket. Examples [special.if_enclosure.enclosures] [special.if_enclosure.This letter contains enclosures]
Address Block Insert	[special.include.paragraph_prefix,[category_code]] Allows the decision of which paragraph to include in a letter to be based on a particular code value on a case. (This does not have to be address specific, despite the name.) For a full description of using this insert, refer to Inserts Based on Code Values.

Specifying Phone Type for Phone Numbers

When you insert a phone number, you may want to specify the Phone Type Code of the phone number that you want to use (for example, Work, Home, or Cell). This can be done by simply adding the type code in parenthesis to the paragraph insert, as shown in the following sample paragraph:

Home: [send_phone.phone(Home)]

Work: [send_phone.phone(Work)]