Messaging variables can be created for Engage Messaging channels to extract information about the customer’s actions on your company’s website or mobile app. Examples of useful information that you can gather using messaging variables include the total amount of the products in the customer’s shopping cart, the name of the product that the customer is currently viewing, and whether the customer is logged in to their account. You can then display this additional information to agents handling Engage Messaging conversations in Routing mode. Your company’s website can also use messaging variables as additional triggers for the Engage Messaging chat window to appear.
A messaging variable can contain a number, a string, or a Boolean (true or false) value. The information must be defined as a CSS element in your company’s website or mobile app so that the platform knows where to get the value.