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. 2021-01-10 09:15:27) |
| Is replaced by the current date in the workspace’s timezone. Format: YYYY-MM-DD (e.g. 2021-01-10) |
| 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
Variable | Description |
| 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 |
| Is replaced by the time when the Conversation opened Format: YYYY-MM-DD hh:mm:ss (e.g., 2021-01-10 09:15:27) |
| Is replaced by the source of how the Conversation was opened |
| Is replaced by the time when the Conversation closed. Format: YYYY-MM-DD hh:mm:ss (e.g., 2021-01-10 09:15:27) |
| 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. |
| Is replaced by the source of how the conversation was closed |
| Is replaced by the first response time provided by the assignee to the Contact Format: hh:mm:ss (e.g., 08:18:58) |
| Is replaced by the resolution time of the conversation Format: hh:mm:ss (e.g., 00:19:08) |
| Is replaced by the number of incoming messages that were received from the conversation |
| Is replaced by the number of outgoing messages that were sent to the conversation |
| Is replaced by the conversation category of the conversation's closing note |
| Is replaced by the conversation summary of the conversation's closing note |
| Is replaced by the user ID of the assignee for that Conversation |
| Is replaced by the name of the team of the assignee |
| 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) |
