Engage Digital | Configuring messaging variables
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Audit log
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Extensions
The Messaging variables configuration page lets you add, delete, or edit messaging variables. You must assign a messaging variable to the Engage Messaging channel to which you want it to be used. The configuration page will also generate Markup code that you can relay to your website or app developer so that they can use the Messaging variable as a trigger for the chat window.
Adding a messaging variable
To create a messaging variable, complete the following steps:
1. Navigate to Channels > Messaging variables in the left-hand navigation bar.
2. Click Add in the upper-right corner of the page.
3. Enter a chat session name for the messaging variable in the Label field.
4. Click the Channels dropdown menu and select the Engage Messaging channel to which the messaging variable will apply.
5. Enter an integration name for the variable in the Variable field.
6. Click the Type dropdown menu and select the type of information that the variable will contain.
7. Click the Show in chat session checkbox. (optional)
8. Click the In page filling checkbox to show the CSS selector field. In the field, enter the name of the CSS element from which the platform will get the information.
9. Click Save.
Deleting a messaging variable
To delete an existing messaging variable, follow these steps:
1. Navigate to Channels > Messaging variables in the left-hand navigation bar.
2. Hover over the name of the messaging variable that you want to delete.
3. Click on the Delete trash can icon that appears at the far right of the variable’s name.
4. Click OK in the confirmation window that appears.
Editing a messaging variable
To edit an existing messaging variable, follow these steps:
1. Navigate to Channels > Messaging variables in the left-hand navigation bar.
2. Hover over the name of the messaging variable that you want to edit.
3. Click on the Edit pencil icon that appears at the far right of the variable’s name.
4. Edit the variable as needed.
5. Click Save.
If your website or app developer is going to use a messaging variable as a trigger for the Engage Messaging chat window, they will need the Markup code to integrate the variable. Follow steps 1 to 3 to view the Markup code. You can then copy and send the code.
Messaging variable configuration settings
Now that we’ve reviewed how to create, edit, and delete a messaging variable, let’s review the configuration settings on the Messaging variables configuration page.
- Label: The name of the information that will be displayed on the Agent interface in Routing mode.
- Channels: The channel to which the messaging variable will apply.
- Variable: The name of the variable that will be used in the Markup code. If you see an error message after entering a variable name, it most likely means that you entered a reserved name. In that case, you must enter a different name.
- Type: The type of the variable. It can be either a number, a string of characters, or a Boolean value.
- Show in Chat Session overview: Toggles whether the information in the variable will be shown in the Agent interface in Routing mode.
- In page filling: Click to show the CSS Selector field. When editing an existing messaging variable, check this option to view the Markup code. Uncheck it to view the CSS Selector field.
- CSS Selector: The name of the CSS element from which the platform will gather the information to store in the variable.
- Markup code: The code that your company’s website or app developer will use to integrate the variable.
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