Template variables in canned responses
इस पेज पर
Canned responses can contain placeholders that Deskwoot fills in the moment an agent inserts the response into the reply box. Write a placeholder as {{ variable }}; spaces inside the braces are ignored. Every variable below works in every canned response, on every channel.
All variables
| Variable | Filled with | Example |
|---|---|---|
{{agent.name}} | Full name of the agent inserting the response | Maria Lopez |
{{agent.first_name}} | The agent's first name | Maria |
{{agent.last_name}} | The agent's last name | Lopez |
{{agent.email}} | The agent's email address | maria@yourcompany.com |
{{contact.name}} | Full name of the customer | Jonas Weber |
{{contact.first_name}} | The customer's first name | Jonas |
{{contact.last_name}} | The customer's last name | Weber |
{{contact.email}} | The customer's email address | jonas@example.org |
{{contact.phone}} | The customer's phone number | +49 170 1234567 |
{{contact.company}} | The customer's company | Weber GmbH |
{{conversation.id}} | The conversation number shown in the inbox | 4821 |
{{inbox.name}} | Name of the inbox the conversation belongs to | Website Live Chat |
{{account.name}} | Name of your workspace | Your Company |
Fallback text for empty values
Not every contact has a name or a company. Add a fallback after a pipe and it is used whenever the value is empty: Hi {{contact.first_name | there}} becomes "Hi Jonas" for a known customer and "Hi there" for an anonymous visitor. A fallback may contain any text except | and }.
What happens when a value is empty
- With a fallback, the fallback text is inserted.
- Without a fallback, the placeholder is removed and nothing is inserted.
- The automatic name "Visitor" that live chat gives anonymous contacts counts as empty, so
{{contact.first_name | there}}never greets someone as "Visitor". - A variable Deskwoot does not know stays in the text exactly as written, so a typo is visible before you send.
Good to know
- The agent variables always refer to the person inserting the response, not to the conversation's assignee.
- Values are filled in when the response is inserted. You can still edit the text before sending.
{{contact.name}}falls back to first and last name combined when the contact has no full name on record.
Frequently asked questions
Can I use variables in macros or automation rules?
No. Variables are filled in when a canned response is inserted into the reply box. Macros and automation rules send their text as written.
Which variables should always have a fallback?
The contact fields (name, first name, last name, company) and the agent fields, because they can be empty or unknown. Deskwoot highlights these when you save a canned response without a fallback.
Do variables work on every channel?
Yes. They are resolved in the reply box, so email, live chat, WhatsApp, Telegram, LINE, SMS and X all get the filled-in text.
क्या यह गाइड मददगार थी?
आगे पढ़ें
- आपकी टीम के लिए निजी नोटनिजी नोट बातचीत के अंदर ऐसे संदेश हैं जिन्हें सिर्फ़ आपकी टीम देखती है। इनका इस्तेमाल संदर्भ, हैंडओवर, किसी साथी से सवाल और Copilot सारांश के लिए करें।गाइड पढ़ें
- बातचीत खोजें और देखें कि मिलान कहाँ हैबातचीत की सूची को संपर्क के नाम, ईमेल, विषय, संदेश के टेक्स्ट या बातचीत नंबर से खोजें। कोई नतीजा खोलें, तो संदेशों में हर मिलान हाइलाइट होता है।गाइड पढ़ें
- इनबॉक्स फ़ोल्डर: मेरे, उल्लेख, टीम के साथी और बाकीबातचीत सूची के बगल वाला इनबॉक्स पैनल: हर फ़ोल्डर में क्या होता है, संख्याओं का मतलब क्या है, किसी साथी की बातचीत कैसे जांचें और किसे कौन से फ़ोल्डर दिखते हैं।गाइड पढ़ें
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