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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 |
| actor.first_name | First name of the event performing actor |
| actor.last_name | Last name of the event performing actor |
| actor.id | Identifier of the event performing actor |
| actor.email | Email of the event performing actor |
| 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 |
| conversation.url | URL of the conversation |
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.text | Transcript of the entire conversation in text |
transcript.conv_entire.includes_private_system.text | Transcript of the entire conversation, including the private notes and system messages in text |
| transcript.conv_since_last_resolve.text | Transcript of the conversation from the time it was last resolved to now in text |
| transcript.conv_since_last_resolve.includes_private_system.text | Transcript of the conversation from the time it was last resolved to now, including the private notes and system messages in text |
| 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 Sup |
Custom Placeholders
- To use custom placeholders, you’ll need to first toggle it on from Settings > Advanced > APIs and Custom Placeholders.
- In this section, we will go over setting up the custom placeholders for the Advanced Automations app. You can learn more about using APIs in the Advanced Automations app here.
- When you’re setting up an API with authentication requirements, you can use placeholders to make your life easier.
Note: While we offer the Freshdesk integration out of the box for the Advanced Automations app, you can use it with any other product too. Define custom placeholders with the authentication information to use them in APIs as part of an Action.
- You can use any of the placeholders mentioned above while setting up the API. Custom placeholders can be used as the value property in the content body, username, password, or URLs.
- You can use any of the existing default placeholders custom placeholders you have set up for the authentication fields to set up the APIs or in the Actions tab.
- For example, you can set up a custom placeholder for the CRM token (Freshsales, Salesforce, etc.), which you can use to create an API whose content body has a transcript of the conversation.
- With this setup, you don’t have to set up the authentication every time. The custom placeholders will take care of it. Similarly, if you wanted to change the CRM account, it gets updated in all the APIs you use if you change it in one place.
