When to use it
- You want an automation, canned response or macro to fill in the customer's name, email or ticket number on its own
- You inserted a variable and it came through empty in the conversation
- You are building an automatic message and want to know what can be filled in automatically
About this article
Cloud Chat replaces variables inside the messages that go out to the customer — agent replies, canned responses, macros, automation messages and automatic inbox messages. The replacement happens at the moment the message is sent.
Just type two braces in the text field to open the list of available variables.
Conversation variables
| Variable | What it fills in |
|---|---|
conversation.display_id |
Ticket number shown to the customer |
conversation.id |
Internal identifier of the conversation |
conversation.custom_attribute.chave |
Value of a conversation custom field |
Contact variables
| Variable | What it fills in |
|---|---|
contact.name |
Full name |
contact.first_name |
First name |
contact.last_name |
Last name (empty when the contact only has one name) |
contact.email |
Contact's email |
contact.phone_number |
Contact's phone number |
contact.id |
Contact identifier |
contact.custom_attribute.chave |
Value of a contact custom field |
Agent, inbox and account variables
| Variable | What it fills in |
|---|---|
agent.name |
Name of the agent who is sending the message |
agent.first_name / agent.last_name |
Agent's first name and last name |
inbox.name |
Inbox name |
account.name |
Account name |
Rules that save you headaches
A variable with no value becomes empty text. If the contact has no email on file, the email variable disappears from the message and the customer receives half a sentence. To avoid this, set a default value using the default filter on the variable itself.
It only works on outgoing messages. Messages received from the customer are never processed — if the customer types the name of a variable, the text stays literal.
- The custom field's key is what counts, not its label. Use the exact key registered in Settings, with no spaces or accents.
- Text between backticks is not processed. To show a variable as an example without having it replaced, put it between backticks.
- A broken brace is not replaced. If one of the closing braces is missing, Cloud Chat leaves the text as it is instead of trying to guess.
Since every outgoing message goes through this replacement, you cannot teach a variable's syntax inside a message — Cloud Chat swaps the example for the real value before sending. To explain variables to someone, point them to this article instead of writing the example in the conversation.
Notes
- The variables in this list apply to Cloud Chat messages. Inside a "Fluxo Controlado" (Controlled Flow) the list is a different one — see the article about variables sent to flows.