Automation and workflows

Use variables in messages and AI instructions

Insert customer values from the variable picker and verify them instead of typing an untested token.

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A variable inserts a changing value, such as a contact name, into a message, instruction or action. Syntax may differ between editors; use the picker where you write instead of copying a token from elsewhere.

Before you start

Confirm the relevant field exists and contains a value for the contact or conversation. Plan fallback text for empty values.

Steps

  1. 1

    Open the text location

    Go to the message, agent instruction or action editor that supports variables.

  2. 2

    Pick from the menu

    Choose the field from the variable picker and inspect the token inserted by the editor.

  3. 3

    Test present and missing data

    Try one contact with the value and one without it.

  4. 4

    Review final text

    Check that the message remains understandable without the value and does not expose another person’s data.

  5. 5

    Activate after checking

    Keep approved copy and enable the message, agent or workflow.

Check the result

The test shows the correct value and customers do not receive an unresolved token or confusing blank.