Placeholders for Advanced Automation


You can now automate Advanced Automations even further with placeholders.


Advanced Automations has a special set of placeholders that you can use with it.


How to use placeholders in Advanced Automations


To use a placeholder in Advanced Automations, Type the placeholders within a set of Curly Brackets "{ }".

For example: To show average waiting time, You can use 'metrics.average_wait_time' placeholder like this.


Average waiting time is {metrics.average_wait_time}.


List of Placeholders specific to Advanced Automations


Placeholders

Description

user.first_name
First name of the user
user.last_name
Last name of the user
user.id
Unique identifier of the user
user.email
Email id of the user
user.phone
Phone number of the user
user.properties.<property-name>
User-defined custom property (Eg. user.properties.plan)
agent.email
Email id of the agent
agent.id
Unique identifier of the agent
agent.first_name
First name of the agent
agent.last_name
Last name of the agent

channel.id

The ID of the channel

channel.name

Name of the channel

group.id

The ID of the group

group.description

Short description of the group

group.name

Name of the group

conversation.app_id

The ID of your Freshchat account

conversation.assigned_agent_id

The ID of the agent who is assigned to the conversation

conversation.assigned_group_id

The ID of the group which is assigned to the conversation

conversation.id

The ID of the conversation

conversation.status

Status of the conversation can either be assigned, resolved or new

message.text

The text content of the message received in the automation

metrics.average_wait_time

The average wait time (in minutes) of the assigned group for a reply to be sent to a conversation.

transcript.conv_entire.html
Transcript of the entire conversation in HTML
transcript.conv_entire.includes_private_system.html
Transcript of the entire conversation, including the private notes and system messages in HTML
transcript.conv_since_last_resolve.html
Transcript of the conversation from the time it was last resolved to now in HTML
transcript.conv_since_last_resolve.includes_private_system.html
Transcript of the conversation from the time it was last resolved to now, including the private notes and system messages in HTML
freshdesk.ticket_url
Link of the ticket created in Freshdesk
freshdesk.ticket_id
Ticket ID created in Freshdesk