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Write a variable in double braces, for example {{contact_fname}}, and the agent replaces it with the data from each conversation. You’ll find them in Agent settings → Variables.

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Where they work

  • Agent instructions, on every channel and in the Playground.
  • The widget’s greeting, floating message, footer and quick replies.
  • Closing messages.
  • The Send Email action: recipients, subject and body.
  • The “when to use” criteria and confirmation messages of the handoff, form, scheduling, ticket and payment actions.
  • The Google Calendar event title, the Pipedrive lead title, and the tag, source and default company in Zoho CRM and LeadConnector, depending on what each integration allows.

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System variables

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Your own variables

Create a variable with a name and a default value. Its value in each conversation can come from two places: Widget snippet:
API v2:
Names you didn’t create are ignored. If the variable is a number or boolean and the value doesn’t match, it’s ignored too. Don’t use system names or all-caps names: they’re reserved.

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If a variable has no value

The default value is used. If there isn’t one, it’s left empty and the visitor never sees the braces.
In the greeting and other widget texts, which appear before the conversation starts, contact data isn’t known yet. Only the name is available, if you pass it in user in the snippet.

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Visitor data and security

The agent treats visitor data as data, never as instructions, even if the visitor writes something that looks like one. Don’t store passwords or keys in a variable: the model can read its value, and values used in widget texts reach the browser.