Engage Digital | Using variables in reply assistant entries

Last updated on April 19, 2021

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Using variables in reply assistant

For increased productivity, you can add variables in the reply assistant entries. From the agent interface, when you add an entry, including variables, these are dynamically replaced according to thread data and the client’s identity information (entered in their client sheet).

The following variables can be used in the format {{variable_name}}:

{{channel}}: Represents the channel name.
{{title}}: Represents the title of the thread the message is attached to.
{{identity}}: Represents the author’s name (for example, ‘John Doe’).
{{identity_firstname}}: Represents the author’s first name (for example, ‘John’).
{{identity_lastname}}: Represents the author's last name (for example, ‘Doe’).
{{identity_company}}: Represents the author's company (for example: ‘Strickland Propane’).
{{identity_email}}: Represents the email address of the message author if several occurrences of email addresses are found, otherwise it represents the author's first email address only (for example, ‘[email protected]’).
{{identity_emails}}: Represents all the author's email addresses (for example, ‘[email protected], [email protected], [email protected]’).
{{identity_gender}}: Represents the author's gender (for example, 'female').
{{identity_home_phone}}: Represents the author’s home phone. If several occurrences of home phone numbers are found, it is the author’s first home number only (for example, '+32198312232').
{{identity_home_phones}}: Represents all the author’s home phone numbers (for example, '+32198312232, +32241314282').
{{identity_mobile_phone}}: Represents the author’s mobile phone. If several occurrences of mobile phone numbers are found, author’s first mobile phone number only (e.g., '+32711312299').
{{identity_mobile_phones}}: Represents all the author’s mobile phone numbers (for example, '+32711312299, +32700114333').

If you have created custom fields in your account, you can use these fields in the variables. To do so, use the following format and replace <key> with the custom field key: {{identity_custom_field_<key>}}. In the case of multiple custom fields, you can retrieve the first occurrence only by using the following variable format {{identity_custom_field_<key (singular)>}}.

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