Variable replacement in workflows (Console)

This article explains the concept of variable replacement when using it in prompts within a workflow module when building a workflow in Workflows in Console.

Overview

You can use variables in Workflows for dynamic prompts, which are more personalized engagements with your customers.

More specifically, you can use variables when configuring a workflow module’s text-to-speech prompts. 

Here’s an example: Think for a moment about a customer that reaches a busy queue, where all the queue users are helping other customers. The customer might want to request a callback instead of waiting on hold. In this scenario, Hammond can ask, via a Say+Intent module:

“Would you like us to call you back?” 

Or, an even better response would be to say:

“Claire, I have 424-537-5420 as your mobile phone number. Is this the best number for reaching you when we call you back?” 

Now, the customer feels special because you’ve personalized the greeting by using her name and by giving her the option to provide a better phone number for the callback. 

The concept of using a variable instead of the static value within a prompt is called dynamic prompting. To complete this type of prompting, use variable replacement within the prompt.

Below are some simple prompting use cases for creating dynamic prompts by module. It’s important to note, when using variable replacement within a prompt, bookend the variable with double brackets, as shown in the following few examples:

Say Module, (use in transitions) “{{customerName}}, I’m now transferring you to one of our skilled agents.

• Say+Intent Module (use in surveys) 

• Prompting Only - “You selected {{surveyResponse}} for your interest in completing a survey. Is this still the case?”

  • • Prompting + Web Chat Buttons -

    • Prompting “How would you like to complete the survey?” 

      • • Button 1 - Email it to you at {{emailAddress}} 

        • Button 2 - Text it to you at {{phoneNumber}}

That’s an overview for how you might use variables in your prompts.