Table of Contents

Dynamic Variables Overview

Susan Swier Updated by Susan Swier

Dynamic variables can be used to personalize outgoing messages. Addressing Contacts personally in Conversations can be a key component of relationship building by making them feel seen and included.

There are three types of dynamic variables on the platform:

  1. Standard Contact Variables represent standard contact fields such as first name, last name and email.
  2. Custom Contact Field Variables represent customized fields added to the space.
  3. Workflow Variables are temporary variables that exist only during a Workflow session. Once the Contact exits the Workflow, the value of the variable will be erased.

There are three types of Workflow Variables: Trigger Variables, Output Variables, and variables created through Ask a Question step.

Dynamic Variables: Examples

Dynamic variables can be included by adding the "$" prefix to the contact field. The following are its syntax:

$contact, $assignee or $system

The platform supports the interpolation of static text + dynamic variables.

Standard Contact Variables

Variable

Description

$contact.name

Is replaced by the full name of the contact (First Name + Last Name).

$contact.firstname

Is replaced by the first name of the contact.

$contact.lastname

Is replaced by the last name of the contact.

$contact.email

Is replaced by the email of the Contact.

$contact.country

Is replaced by the Contact's country. If the Contact has no country stored, it will not be replaced and the actual string will be sent.

$contact.id

Is replaced by the contact ID of the Contact.

Custom Contact Field Variables

Variable

Description

$contact.field_name

Is replaced by the value in the custom field. For example, if the Custom Field "City" exists and one contact has the value "New York", sending $contact.city will be replaced by New York.

System Variables

Variable

Description

$system.current_datetime

Is replaced by the current date and time in the Workspace’s timezone.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-01-10 09:15:27)

$system.current_date

Is replaced by the current date in the workspace’s timezone.

Format: YYYY-MM-DD (e.g. 2023-01-10)

$system.current_time

Is replaced by the current time in the workspace’s timezone.

Format: hh:mm:ss (e.g. 09:15:27)

Assignee Variables

Variable

Description

$assignee.id

Is replaced by the user ID of the assignee for a Contact.

$assignee.name

Is replaced by the full name of the assignee for a Contact (First Name + Last Name).

$assignee.email

Is replaced by the email of the assignee for a Contact.

$assignee.firstname

Is replaced by the first name of the assignee for a contact.

$assignee.lastname

Is replaced by the last name of the assignee for a contact.

$assignee.team

Is replaced by the name of the assignee’s team.

Workflow - Trigger Variables

Trigger variables are variables that are tied to a Workflow trigger. They are only available when the specific trigger is used for the Workflow.

Trigger Variables for the Conversation Opened Trigger

Variable

Description

$conversation.opened_timestamp

The date and time when the conversation opened.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.opened_by_source

The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation.

$conversation.opened_by_channel

The channel ID that triggers the conversation opened.

$conversation.contact_type

The contact type (New Contact or Returning Contact) of the conversation.

$conversation.first_incoming_message

The first incoming message of the conversation after the conversation is opened.

$conversation.first_incoming_message_channel_id

The channel ID of the first incoming message of the conversation after the conversation is opened

Trigger Variables for Conversation Closed Trigger

Variable

Description

$conversation.opened_timestamp

The date and time when the conversation was opened.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.opened_by_source

The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation opened.

$conversation.opened_by_channel

The channel ID that triggers the conversation opened.

$conversation.closed_time

The date and time when the conversation was closed.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.closed_by_source

The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation closed.

$conversation.closed_by

The user ID of the user who closed the conversation. If the conversation is closed by bot, workflow or API, this field will be empty.

$conversation.closed_by_team

The team ID of the user who closed the conversation.

$conversation.contact_type

The contact type (New Contact or Returning Contact) of the conversation.

$conversation.assignee_team

The team name of the user who assigned the conversation.

$conversation.first_assignment_timestamp

The date and time of when the conversation was first assigned.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.first_assignee

The user ID of the first assignee.

$conversation.first_response_time

The time taken to give the first response from the time when the conversation was opened.

No value is shown if any of the following occurs:

  • the conversation is closed without any response.
  • if the first response is provided by API or the Contact was assigned to the user before, and then the conversation is opened by the agent.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.first_response_by

The user ID of the user who gave the first response.

$conversation.last_assignment_timestamp

The date and time of when the conversation was last assigned.

No value is shown if any of the following occurs:

  • the conversation is closed without an assignee.
  • no assignment happens in the conversation, e.g. the conversation was assigned to the user before the conversation is opened.

Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)

$conversation.last_assignee

The user ID of the last assignee.

$conversation.time_to_first_assignment

The time taken to first assign the conversation to the first user.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.first_assignment_to_first_response_time

The time taken to give the first response from the time when the conversation was first assigned.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.last_assignment_to_response_time

The time taken to give the first response by the last assignee from the time when the conversation was last assigned.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.resolution_time

The time taken to resolve the conversation from the time when the conversation was opened.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.first_assignment_to_close_time

The time taken to resolve the conversation from the time when the conversation was first assigned.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.last_assignment_to_close_time

The time taken to resolve the conversation from the time when the conversation was last assigned.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.average_response_time

The average time taken to give responses to contact.

Format: hh:mm:ss (e.g. 00:19:08)

$conversation.assignments_count

The number of assignments in the conversation.

$conversation.incoming_messages_count

The number of incoming messages received during the conversation.

$conversation.outgoing_messages_count

The number of outgoing messages sent during the conversation (excluding broadcast messages).

$conversation.responses_count

The number of responses sent in the conversation.

$conversation.category

The conversation category as specified in the closing note.

$conversation.summary

The closing note summary of the conversation.

Trigger Variables for Click-To-Chat Ads Trigger

Variable Name

Description

$clicktochat.ad_timestamp

The timestamp when the incoming message was received.

$clicktochat.ad_first_incoming_message

The first message in the conversation resulting from Click-to-Chat ad.

$clicktochat.ad_channel_id

The ID of the channel through which the incoming ad message was received.

$clicktochat.ad_channel_type

The channel through which the ad-related conversation is taking place.

$clicktochat.ad_contact_type

The type of contact associated with the ad: new or returning

$clicktochat.ad_id

The CTC ad ID number.

$clicktochat.ad_name

The CTC ad name.

$clicktochat.ad_campaign_id

The CTC ad campaign ID number.

$clicktochat.ad_campaign_name

The CTC campaign name.

$clicktochat.ad_adset_id

The CTC ad adset ID number.

$clicktochat.ad_adset_name

The CTC ad adset name.

$clicktochat.ad_ad_url

The URL of the CTC ad.

$clicktochat.ad_reference

The reference associated with the CTC ad.

$clicktochat.ad_status

The status of the CTC ad.

$clicktochat.ad_objective

The objective of the CTC ad.

$clicktochat.ad_optimization_goal

The optimization goal of the CTC ad.

$clicktochat.ad_destination_type

The type of destination associated with the CTC ad.

In the event that a standard contact field shares the same name as a custom contact field, priority for data retrieval will be given to the standard contact variable. For correct data retrieval, make sure all the variable names are unique.

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How to Use Dynamic Variables

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