Genesys Cloud's substitutions feature enables agents to insert real-time, customer-specific information into canned responses to personalize messaging and reduce resolution time. The platform provides standard canned substitutions including AGENT_NAME, CUSTOMER_NAME, AGENT_EMAIL, AGENT_ALIAS, DEPARTMENT, TITLE, FROM_NAME, and EMAIL_ADDRESS, which can be applied to standard responses, footer content, or both depending on the substitution type. Custom substitutions can be created to address specific business requirements. Substitutions function across multiple implementation methods: they can be added directly when editing canned responses, integrated into script flows through the Set Participant Data action (where substitutions must be called by their exact defined names), or deployed in inbound email flows using the Get Response action to generate personalized auto-reply emails. The feature supports personalized interactions across all languages, with canned substitution names remaining non-localized to ensure consistent functionality regardless of user interface language. For chat interactions, Genesys Cloud provides functionality through the Get Response action, which loads responses into string variables for processing within inbound chat flows. The Get Response action can be paired with a Send Auto Reply action to transmit substituted string variables as message bodies, or used with a Send Response action to deliver messages to web guests in chat interactions. This comprehensive capability streamlines agent workflows by automating the insertion of dynamic customer and agent details into predefined response templates across email, chat, and script-based channels, enabling automated response handling and message delivery workflows within the platform's infrastructure.