Table of Contents
Dynamic Variables Overview
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
Standard Contact Variables
Variable | Description |
| Is replaced by the full name of the contact (First Name + Last Name). |
| Is replaced by the first name of the contact. |
| Is replaced by the last name of the contact. |
| Is replaced by the email of the Contact. |
| 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. |
| Is replaced by the contact ID of the Contact. |
Custom Contact Field Variables
Variable | Description |
| 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 |
System Variables
Variable | Description |
| 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) |
| Is replaced by the current date in the workspace’s timezone. Format: YYYY-MM-DD (e.g. 2023-01-10) |
| Is replaced by the current time in the workspace’s timezone. Format: hh:mm:ss (e.g. 09:15:27) |
Assignee Variables
Variable | Description |
| Is replaced by the user ID of the assignee for a Contact. |
| Is replaced by the full name of the assignee for a Contact (First Name + Last Name). |
| Is replaced by the email of the assignee for a Contact. |
| Is replaced by the first name of the assignee for a contact. |
| Is replaced by the last name of the assignee for a contact. |
| 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
|
|
| The date and time when the conversation opened. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27) |
| The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation. |
| The channel ID that triggers the conversation opened. |
| The contact type (New Contact or Returning Contact) of the conversation. |
| The first incoming message of the conversation after the conversation is opened. |
| The channel ID of the first incoming message of the conversation after the conversation is opened. |
Trigger Variables for Conversation Closed Trigger
Variable | Description |
| The date and time when the conversation was opened. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27) |
| The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation opened. |
| The channel ID that triggers the conversation opened. |
| The date and time when the conversation was closed. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27) |
| The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation closed. |
| 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. |
| The team ID of the user who closed the conversation. |
| The contact type (New Contact or Returning Contact) of the conversation. |
| The team name of the user who assigned the conversation. |
| 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) |
| The user ID of the first assignee. |
| The date and time when the first response was given. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27) |
| The user ID of the user who gave the first response. |
| The date and time of when the conversation was last assigned. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27) |
| The user ID of the last assignee. |
| The time taken to first assign the conversation to the first user. Format: hh:mm:ss (e.g. 00:19:08) |
| The time taken to give the first response from the time when the conversation was opened. Format: hh:mm:ss (e.g. 00:19:08) |
| 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) |
| 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) |
| The time taken to resolve the conversation from the time when the conversation was opened. Format: hh:mm:ss (e.g. 00:19:08) |
| 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) |
| 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) |
| The average time taken to give responses to contact. Format: hh:mm:ss (e.g. 00:19:08) |
| The number of assignments in the conversation. |
| The number of incoming messages received during the conversation. |
| The number of outgoing messages sent during the conversation (excluding broadcast messages). |
| The number of responses sent in the conversation. |
| The conversation category as specified in the closing note. |
| The closing note summary of the conversation. |
