Default and NULL Values for Paragraph Inserts

Normally, if no value is entered into a field to which a paragraph insert refers, a NULL reference is included in the generated letter.

For example, assume you included the following paragraph insert to include the store number in a letter: [issue.c08_code]

If the c08_code happens to be missing from a case, the following text is inserted into the letter: <issue.Store is NULL>

The category description was used in place of the name. This is to make it easier for an agent or other user to correct the problem.

Specifying Default Values

You can specify a default value for any paragraph insert. This is a good way to put generic text on a letter if there is missing data on a case, rather than requiring the agent or fulfillment operator to fix the problem.

To specify a default value, simply add .Default('your text here') to the insert.

For example, imagine you had a paragraph with the following text: Thank you for trying our [issue.c06_code.Default('product')].

If the value entered on the case in the C06 code was "Widget," the paragraph would be generated as: Thank you for trying our Widget.

But if no value was entered on the case, the paragraph would be generated as: Thank you for trying our product.