Template variables allow you to personalize your messages by dynamically inserting customer-specific information. By using placeholders in your text, you can automatically tailor the content with data such as the contact’s name, order number, and more.
For example, if you send the message:
Hello {{ contact.name }}, how can I help you?
The platform will automatically replace the variable with the contact’s name. So, if the contact’s name is João, the message will be:
Hello João, how can I help you?
You can use template variables in messages, canned responses, macros, and automation rules.
How to insert and use variables
To insert a variable, type double curly braces {{ when composing a message or configuring a canned response. A menu will appear showing available variables. Simply select the one you want to use.
Available variables
Here are the variables you can use:
-
conversation.id– Conversation ID -
contact.id– Contact ID -
contact.name– Full name of the contact -
contact.first_name– First name of the contact -
contact.last_name– Last name of the contact -
contact.phone_number– Contact’s phone number -
agent.name– Full name of the agent -
agent.first_name– First name of the agent -
agent.last_name– Last name of the agent -
agent.phone_number– Agent’s phone number
What happens if I use an invalid variable?
If you use a variable that’s not supported, Akece will display a warning indicating the variable is invalid and it will not be applied to the message.
How to add fallback text
If a valid variable cannot be filled with data, you can define fallback text to be used as an alternative.
Example:
{{ contact.first_name || 'customer' }}
If the contact’s first name is available, it will be shown. Otherwise, the word “customer” will be used.
⚠️ Important: Fallback text must be enclosed in single quotes (
').
If you need help setting up or using template variables, reach out to us:
📩 [email protected] | 📱 @akece.ai