Dynamic Variable

Dynamic variables can be used to personalize outgoing messages. Addressing Contacts personally in Conversations can be a key component of relationship building by making them feel seen and included.

There are three types of dynamic variables on the platform:

1. Standard Contact Variables represent standard contact fields such as first name, last name and email.

2. Custom Contact Field Variables represent customized fields added to the space.

3. Workflow Variables are temporary variables that exist only during a Workflow session. Once the Contact exits the Workflow, the value of the variable will be erased.

There are three types of Workflow Variables: Trigger Variables, Output Variables, and variables created through Ask a Question step.

Dynamic Variables: Examples

Dynamic variables can be included by adding the "$" prefix to the contact field. The following are its syntax:

$contact, $assignee or $system

The platform supports the interpolation of static text + dynamic variables.

Standard Contact Variables

Variable	Description
$contact.name	Is replaced by the full name of the contact (First Name + Last Name).
$contact.firstname	Is replaced by the first name of the contact.
$contact.lastname	Is replaced by the last name of the contact.
$contact.email	Is replaced by the email of the Contact.
$contact.country	Is replaced by the Contact's country. If the Contact has no country stored, it will not be replaced and the actual string will be sent.
$contact.id	Is replaced by the contact ID of the Contact.

Custom Contact Field Variables

Variable	Description
$contact.field_name	Is replaced by the value in the custom field. For example, if the Custom Field "City" exists and one contact has the value "New York", sending $contact.city will be replaced by New York.

System Variables

Variable	Description
$system.current_datetime	Is replaced by the current date and time in the Workspace’s timezone. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-01-10 09:15:27)
$system.current_date	Is replaced by the current date in the workspace’s timezone. Format: YYYY-MM-DD (e.g. 2023-01-10)
$system.current_time	Is replaced by the current time in the workspace’s timezone. Format: hh:mm:ss (e.g. 09:15:27)

Assignee Variables

Variable	Description
$assignee.id	Is replaced by the user ID of the assignee for a Contact.
$assignee.name	Is replaced by the full name of the assignee for a Contact (First Name + Last Name).
$assignee.email	Is replaced by the email of the assignee for a Contact.
$assignee.firstname	Is replaced by the first name of the assignee for a contact.
$assignee.lastname	Is replaced by the last name of the assignee for a contact.
$assignee.team	Is replaced by the name of the assignee’s team.

Workflow - Trigger Variables

Trigger variables are variables that are tied to a Workflow trigger. They are only available when the specific trigger is used for the Workflow.

Trigger Variables for the Conversation Opened Trigger

Variable	Description
$conversation.opened_timestamp	The date and time when the conversation opened. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.opened_by_source	The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation.
$conversation.opened_by_channel	The channel ID that triggers the conversation opened.
$conversation.contact_type	The contact type (New Contact or Returning Contact) of the conversation.
$conversation.first_incoming_message	The first incoming message of the conversation after the conversation is opened.
$conversation.first_incoming_message_channel_id	The channel ID of the first incoming message of the conversation after the conversation is opened

Trigger Variables for Conversation Closed Trigger

Variable	Description
$conversation.opened_timestamp	The date and time when the conversation was opened. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.opened_by_source	The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation opened.
$conversation.opened_by_channel	The channel ID that triggers the conversation opened.
$conversation.closed_time	The date and time when the conversation was closed. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.closed_by_source	The source (e.g. Contact, User, Workflow, Zapier, API, Make) that triggers the conversation closed.
$conversation.closed_by	The user ID of the user who closed the conversation. If the conversation is closed by bot, workflow or API, this field will be empty.
$conversation.closed_by_team	The team ID of the user who closed the conversation.
$conversation.contact_type	The contact type (New Contact or Returning Contact) of the conversation.
$conversation.assignee_team	The team name of the user who assigned the conversation.
$conversation.first_assignment_timestamp	The date and time of when the conversation was first assigned. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.first_assignee	The user ID of the first assignee.
$conversation.first_response_time	The time taken to give the first response from the time when the conversation was opened. No value is shown if any of the following occurs: the conversation is closed without any response. if the first response is provided by API or the Contact was assigned to the user before, and then the conversation is opened by the agent. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.first_response_by	The user ID of the user who gave the first response.
$conversation.last_assignment_timestamp	The date and time of when the conversation was last assigned. No value is shown if any of the following occurs: the conversation is closed without an assignee. no assignment happens in the conversation, e.g. the conversation was assigned to the user before the conversation is opened. Format: YYYY-MM-DD hh:mm:ss (e.g. 2023-11-10 09:15:27)
$conversation.last_assignee	The user ID of the last assignee.
$conversation.time_to_first_assignment	The time taken to first assign the conversation to the first user. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.first_assignment_to_first_response_time	The time taken to give the first response from the time when the conversation was first assigned. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.last_assignment_to_response_time	The time taken to give the first response by the last assignee from the time when the conversation was last assigned. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.resolution_time	The time taken to resolve the conversation from the time when the conversation was opened. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.first_assignment_to_close_time	The time taken to resolve the conversation from the time when the conversation was first assigned. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.last_assignment_to_close_time	The time taken to resolve the conversation from the time when the conversation was last assigned. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.average_response_time	The average time taken to give responses to contact. Format: hh:mm:ss (e.g. 00:19:08)
$conversation.assignments_count	The number of assignments in the conversation.
$conversation.incoming_messages_count	The number of incoming messages received during the conversation.
$conversation.outgoing_messages_count	The number of outgoing messages sent during the conversation (excluding broadcast messages).
$conversation.responses_count	The number of responses sent in the conversation.
$conversation.category	The conversation category as specified in the closing note.
$conversation.summary	The closing note summary of the conversation.

Trigger Variables for Click-To-Chat Ads Trigger

Variable Name	Description
$clicktochat.ad_timestamp	The timestamp when the incoming message was received.
$clicktochat.ad_first_incoming_message	The first message in the conversation resulting from Click-to-Chat ad.
$clicktochat.ad_channel_id	The ID of the channel through which the incoming ad message was received.
$clicktochat.ad_channel_type	The channel through which the ad-related conversation is taking place.
$clicktochat.ad_contact_type	The type of contact associated with the ad: new or returning
$clicktochat.ad_id	The CTC ad ID number.
$clicktochat.ad_name	The CTC ad name.
$clicktochat.ad_campaign_id	The CTC ad campaign ID number.
$clicktochat.ad_campaign_name	The CTC campaign name.
$clicktochat.ad_adset_id	The CTC ad adset ID number.
$clicktochat.ad_adset_name	The CTC ad adset name.
$clicktochat.ad_ad_url	The URL of the CTC ad.
$clicktochat.ad_reference	The reference associated with the CTC ad.
$clicktochat.ad_status	The status of the CTC ad.
$clicktochat.ad_objective	The objective of the CTC ad.
$clicktochat.ad_optimization_goal	The optimization goal of the CTC ad.
$clicktochat.ad_destination_type	The type of destination associated with the CTC ad.

In the event that a standard contact field shares the same name as a custom contact field, priority for data retrieval will be given to the standard contact variable. For correct data retrieval, make sure all the variable names are unique.