Home Tags, attributes and custom fields How to Use Dynamic Fields in Cloud Chat?

How to Use Dynamic Fields in Cloud Chat?

Last updated on Sep 02, 2026

Want to make your messages more personalized and automations smarter? Dynamic fields are your allies!

They are used to automatically pull information from a conversation, contact, or agent — such as the customer's name, phone number, email, etc. They can be used in responses, shortcuts, macros, and automations.

🤔 What are dynamic fields?

They are little pieces of text enclosed in double curly brackets that the system automatically replaces with real data.

For example:

Hello, {{contact.first_name}}! How can I assist you today?

If the person's name is Matheus, the message will display as:

Hello, Matheus! How can I assist you today?

📚 Fields You Can Use (Native)

Conversation

  • {{conversation.display_id}}: Conversation ID (what appears to you)

  • {{conversation.id}}: Internal conversation ID (more technical)

Contact (the person who is talking to you)

  • {{contact.id}}: Person's ID

  • {{contact.name}}: Full name

  • {{contact.first_name}}: First name

  • {{contact.last_name}}: Last name

  • {{contact.email}}: Email

  • {{contact.phone}}: Phone number

Agent (you or someone from your team)

  • {{agent.name}}: Full name

  • {{agent.first_name}}: First name

  • {{agent.last_name}}: Last name

  • {{agent.email}}: Email

🧪 Practical Example

You can create a shortcut or macro like this:

Hi {{contact.first_name}}, is everything alright?

This is {{agent.first_name}} from the support team. We are already looking into your case with care. 💙

And the message sent will be:

Hi Matheus, is everything alright?

This is Ernesto from the support team. We are already looking into your case with care. 💙

Cool, right?

🛠️ What about custom fields?

You can also create your own custom fields, both for contact and conversation. Just follow the format:

  • Contact:
    {{contact.custom_attribute.field_name}}

  • Conversation:
    {{conversation.custom_attribute.field_name}}

Example:

If you created a contact field called plan, you can use:

Your current plan is {{contact.custom_attribute.plan}}, right?

🧠 Golden Tips

  • If the field is empty (for example, the phone number is not filled in), the system will show nothing in its place.

  • Test your automations and messages with dynamic fields before activating.

  • Avoid using custom fields with very long or complicated names — keep it simple!

💬 Where can I use dynamic fields?

You can use them in:

  • Response box (when writing to someone)

  • Shortcuts (snippets)

  • Macros

  • Automations