Advanced

Dynamic text allows you to populate a message or shortcut with contextual data, such as a customer's name or email address. Dynamic text is displayed in blue.

Admins can also insert KObject data through the use of dynamic text when creating or editing a shortcut. This allows you to build shortcuts that reference useful KObject data like order numbers or billing status. All KObject data is available when using dynamic text in shortcuts.

To add dynamic text:

1. Select Snippets & Dynamic Textwhen composing your message or in the Edit Shortcut window.
2. Select the Dynamic Text tab.
   
   

   Note: Dynamic text is also available when composing a bulk message.
   All KObject data is available when using dynamic text in shortcuts. When used on the timeline, the dynamic text popup will only have access to Customer and Conversation objects.

3. Select an option from the list that opens, or perform a search for it. The text will be added to your message. All KObject data (including custom Klasses and app-installed Klasses) is available to be used. This table shows the list of available standard options:

   Dynamic Text Name	Description
   Customer Id	The customer's ID
   Customer Name	The customer's full name
   Customer First Name	The customer's first name
   Customer Last Name	The customer's last name
   Customer Email Address	The customer's email address
   Customer Phone Number	The customer's phone number
   Conversation Id	The conversation's ID
   Conversation Channels	The list of the channels of the conversation
   Conversation First Message In	The text of the first inbound message
   Conversation Last Message Out	The text of the last outbound message
   Conversation Name	The conversation's subject
   Conversation Preview	The text of the first message (regardless of direction)
   Conversation Satisfaction Rating	The number of the satisfaction rating on the conversation
   Conversation Status	The conversation's status
   Current User Display Name	The display name of the user who applied the shortcut
   Current User Email	The email address of the user who applied the shortcut
   Current User Email Signature	The email signature of the user who applied the shortcut
   Current User Mobile	The phone number of the user who applied the shortcut

   
   The available options can also be:

   • Custom attributes on the conversation
   • Custom attributes on the customer
   • The Title and Description of the most recent KObject
   • Custom attributes from the most recent KObject
     
     
4. Select Save once you are done adding dynamic text.