Using Entities for short phrases

Hello @fkoerner, I have 1 last issue I have been trying to resolve. I was hoping you could help me with it since I haven’t had any success with the individual trying to assist me. I don’t want to sound mean or rude, but I don’t think he/she understands what I am talking about. I am not the best communicator, so it would make sense that he/she is having difficulties understanding.

Here is the thread I have open for it: Why is my FollowupAction not working?