🗒️Dynamic Text Parameters (Messaging)

Dynamic text parameters reference guide.

When you generate an SMS, email message, or an ICS file, the parameters act as placeholders. These placeholders are replaced with actual values from the current case records. It is important to note that the messages are always created in the context of a specific case record. The parameters are related to the existing properties and fields of the case. For instance, {{case.caseId}} would return the ID of the current case while {{unit.name}} would return the name of the unit where the case is located. This information is extracted from the related case.

Supported Parameters

Case information:

• Case Id: {{case.caseId}}

• Ticket full number (including prefix and suffix): {{case.ticket.fullNumber}}

• Ticket prefix: {{case.ticket.prefix}}

• Ticket suffix: {{case.ticket.suffix}}

• Ticket number: {{case.ticket.number}}

• Ticket URL: {{case.ticket.url}}

• Position in queue: {{case.position}}

• Field value: {{case.fields.<fields-slug>}} For example: {{case.fields.case-subject}}

• Online Meeting URL: {{case.onlineMeetingUrl}}

• Customer name: {{case.customerName}}

• Appointment local date: {{case.appointment.date}}

• Appointment local time: {{case.appointment.time}}

• Appointment duration in minutes: {{case.appointment.duration}}

• Appointment agent: {{case.appointment.agentName}}

• Case date (the date the case was created): {{case.date}}

• Case time (the time the case was created): {{case.time}}

Inbox information (the inbox the case is in)

• Inbox name: {{inbox.name}}

• Inbox Description: {{inbox.description}}

Organization information:

• Organization name: {{organization.name}}

• Organization Description: {{organization.description}}

• Organization Information: {{organization.info}}

• Organization tagline: {{organization.tagline}}

Unit information:

• Unit name: {{unit.name}}

• Unit description: {{unit.description}}

• Unit tagline: {{unit.tagline}}

• Unit information: {{unit.info}}

Agent information:

• The name of the agent currently serving the case (available when the case is Active): {{agent.name}} (Aug. 2024)

Workstation information:

• Workstation name: {{workstation.name}}

• Workstation Description: {{workstation.description}}

• Workstation short name: {{workstation.shortName}}

Service information:

• Service name: {{service.name}}

• Service category name: {{serviceCategory.name}}

• Service category description: {{serviceCategory.description}}

• Service type name: {{serviceType.name}}

• Service type description: {{serviceType.description}}

General information:

• Timestamp: {{timestamp}}

• Timestamp UTC: {{timestampUtc}}

• Field value: {{fields.<fields-slug>}} For example: {{fields.personal-id}}