Variables are pieces of data that are unique to the user, contact, and/or interaction and they can be displayed in Script Blurbs to personalize the verbiage being provided. To add a variable to a Script Blurb, simply type the variable name with a colon (:) on either side of the variable name like this - :Variable Name:
There are 4 types of variables – Default, Element, Contact, and Passed variables.
These variables exist in every ticket / workflow. They include Agent First Name, Agent Last Name, Agent Full Name, Ticket Number, Workflow Name, Workflow Created At, and Workflow Updated At. One typical use case is the use of Agent First Name in the opening Script Blurb. By including the variable, you can display the agent’s first name within the text rather than a blank or other placeholder.
Element variables are simply defined by changing the label on a Workflow Element that requires data entry. The label becomes the variable name and when you display the variable in a Script Blurb, whatever was captured in the field will be displayed. One typical use case is capturing the customer’s name and then displaying it in various Script Blurbs to help the agent personalize the interaction by using the customer’s name.
These variables are associated with the contact record within the Contact Card of Happitu and are also known as attributes. These can be attached to text, telephone, email, and address elements. There can be some crossover between Element and Contact Variables. Using the text field below as an example, if you change “Sample Element Label” to “Customer First Name”, you’ve created an Element variable that I can display using :Customer First Name: within a Script Blurb. If you also choose the First Name Attribute from the picker as shown, you have also assigned this as the First Name Variable on the Contact within the Contact Card. In cases where an existing Contact Record exists and can be associated with this interaction, this field will auto-populate with the attribute First Name stored in the Contact Record. In cases where no Contact Record exists, this information will be used to create a new record.
Finally, variables can be defined and passed via the URL screen pop functionality. This is typically achieved via an IVR and can record and/or present information in the ticket without the need for data entry. Examples include the ACD Contact ID or ANI which can populate customer data from the Contact Card into the ticket. Assigning these variables is a simple as appending the screen pop URL with “&varVariableName=VariableValue” replacing varVariableName with the name of your variable and VariableValue with the actual data collected in the ACD that you want to pass. Simply repeat for additional variables.