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:

Standard Contact Variables represent standard contact fields such as first name, last name and email.

Custom Contact Field Variables represent customized fields added to the space.

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. 2021-01-10 09:15:27)

$system.current_date

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

Format: YYYY-MM-DD (e.g. 2021-01-10)

$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.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_time

Is replaced by the time when the Conversation opened

Format: YYYY-MM-DD hh:mm:ss

(e.g., 2021-01-10 09:15:27)

$conversation.opened_by_source

Is replaced by the source of how the Conversation was opened

$conversation.closed_time

Is replaced by the time when the Conversation closed.

Format: YYYY-MM-DD hh:mm:ss

(e.g., 2021-01-10 09:15:27)

$conversation.closed_by

Is replaced by the user ID of the user who closes the conversation

*If the conversation is closed by bot, workflow or API, this field will be empty.

$conversation.closed_by_source

Is replaced by the source of how the conversation was closed

$conversation.first_response_time

Is replaced by the first response time provided by the assignee to the Contact

Format: hh:mm:ss (e.g., 08:18:58)

$conversation.resolution_time

Is replaced by the resolution time of the conversation

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

$conversation.incoming_messages_count

Is replaced by the number of incoming messages that were received from the conversation

$conversation.outgoing_messages_count

Is replaced by the number of outgoing messages that were sent to the conversation

$conversation.category

Is replaced by the conversation category of the conversation's closing note

$conversation.summary

Is replaced by the conversation summary of the conversation's closing note

$conversation.assignee

Is replaced by the user ID of the assignee for that Conversation

$conversation.assignee_team

Is replaced by the name of the team of the assignee

$conversation.last_assignment_time

Is replaced by the time the last user was assigned to the conversation

Format: YYYY-MM-DD hh:mm:ss

(e.g. 2021-01-10 09:15:27)

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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