Why do my Text messages contain dashes?
Using formatted placeholders in the proactive outbound Text trigger will cause the additional formatting to be sent to customers in the form of dashes. Even though we only show the formatted version of the placeholder as an available placeholder via the "View available placeholders" link when creating a trigger that sends a notification, the unformatted version of the placeholder can still be used here and will not include the dashes and agent name and date in the Text received by the customer.
- Example of a formatted placeholder: ticket.latest_public_comment_formatted
- Example of a non-formatted placeholder: ticket.latest_public_comment
For more information on proactive text, see Start a text conversation with proactive outbound texts.