How to Use Variables in Bot Answers - Frequently asked questions
Frequently asked questions
What are variables in Zendesk bot builder?
Variables in Zendesk bot builder are containers for data related to a conversation, such as a customer's name or a store order ID. They can be used to personalize bot messages, display dynamic information, and branch conversations. Variables can be…
How do you handle empty variables in Zendesk bots?
Empty variables in Zendesk bots are simply skipped during a conversation. If a variable has no value, the bot will omit it from the message. For example, if a bot message includes a variable for shipping status and that variable is empty, the…
What types of variables can be used in Zendesk bot builder?
Zendesk bot builder supports several types of variables, including customer variables, external service variables, messaging metadata variables, and Sunshine conversations variables. Each type serves a different purpose and is created differently….
How can variables be used in bot answers?
Variables can be used in bot answers to customize messages, send data to external systems, branch the flow of an answer, and set variable values. They can be inserted into various step types like Present options, Add carousel, Transfer to agent,…
Can variables be used in tags during the Transfer to agent step?
Yes, variables can be used in tags during the Transfer to agent step, but with some restrictions. Variables generated from API calls and system variables can be used, while those containing user input cannot. Tags are useful for organizing and…
What are the best practices for using variables in tags?
When using variables in tags, it's recommended to limit the number of possible values for a variable to avoid unexpected behaviors. Keep value options short to prevent truncation, and avoid special characters in the values. Tags are typically used…
How can external service variables be created in Zendesk bot builder?
External service variables are created during a Make API call step in Zendesk bot builder. Admins can configure the step to make a REST API request to an external system and set custom names for each variable. These variables store data received…
Can I use variables to personalize my WhatsApp Bot in Zendesk?
Currently, variables do not work with WhatsApp Bots in Zendesk due to product limitations. However, you can upgrade your bot with Sunshine Conversations to potentially overcome this limitation. Sunshine Conversations offers more advanced features…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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