> For the complete documentation index, see [llms.txt](https://docs.cubu.com/guides/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cubu.com/guides/admin-tools/customer-engagement/dynamic-text-parameters-messaging.md).

# Dynamic Text Parameters (Messaging)

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}}`&#x20;
* 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:&#x20;

* Organization name: `{{organization.name}}`
* Organization Description: `{{organization.description}}`
* Organization Information: `{{organization.info}}`
* Organization tagline: `{{organization.tagline}}`

### Unit information:&#x20;

* Unit name: `{{unit.name}}`
* Unit description: `{{unit.description}}`
* Unit tagline: `{{unit.tagline}}`
* Unit information: `{{unit.info}}`&#x20;

### 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}}`&#x20;
* Workstation short name: `{{workstation.shortName}}`

### Service information:&#x20;

* 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}}`

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