Answer Variables and Placeholders
  • 21 Oct 2022
  • 2 Minutes To Read
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Answer Variables and Placeholders

  • PDF

As you go through the Answers in Gladly, you might notice that some Answers have bits of text in them that seem a bit out of place, impersonal, or just plain wrong. But don’t worry. Those strange, out-of-place texts are our Variables and Placeholders, which are our way of helping you save precious seconds in your day and ensuring that the responses that go out to customers are as complete and accurate as possible.

What are Variables

Think of Variables as a shortcut that helps pull in context-specific information you have in Gladly.

For example, using the variable ‘Customer’s First Name’ in an Answer pulls in the Customer’s name as shown in their profile so that generic template Answers can be automatically personalized for the Customer you’re helping.

Customizing Variables

Variables and their output are managed on the Answer page in the Variables tab. The list of variables you have access to is not customizable, but you can select a default output for each variable instead of the automatic output. For example, if an Answer uses the Customer's First Name variable, it will automatically use the Customer's name as shown in their profile. But if there's no name in their profile, it will use the default value set on this page (e.g., Value Customer). 

List of Available Variables

Variable NameDefault ValueNotes
Agent's Employee IDEmployee ID as configured in Agent Profile on Gladly. Value is not unique or required.Will not be available in an auto-reply as Agent not sending.
Agent's First NameAgent's first name (up until the first space) as configured in Agent Profile on Gladly.Will not be available in an auto-reply as Agent not sending.
Agent's Full NameAgent's full name as configured in Agent Profile on Gladly.
Will not be available in an auto-reply as Agent not sending.
Agent's IDCurrent Gladly Agent ID.Will not be available in an auto-reply as Agent not sending.
Company NameCompany name as configured in Variable Settings page.Static value.
Customer's AddressCustomer address as entered on the Customer Profile.
Customer's EmailCustomer's Main email as entered on the Customer Profile. If no Main email is selected, defaults to first email.
Customer's First NameCustomer's first name (up until the first space) as entered in Customer Profile on Gladly.

Customer's Full NameCustomer's full name as entered in Customer Profile on Gladly.

Customer's IDCustomer's Gladly ID.
Customer's Last NameCustomer's last name (from last space onwards) as entered in Customer Profile on Gladly.

Customer's PhoneCustomer's Main phone number as entered on the Customer Profile. If no Main phone number is selected, defaults to first phone number.

What are Placeholders

Placeholders are mandatory fields an Agent must fill in before an Answer can be sent to a customer or, if used in a Note or Task, before that Note or Task can be added.

Placeholders are usually used when an Answer contains unique information that — unlike Variables — can’t be pulled from Gladly’s database and so needs some human input. Making them mandatory reduces the chances of responses being sent out incomplete or missing key information.

Placeholders can also be used to remind Agents to acknowledge or empathize with Customers. This is especially useful for issues that must be resolved for the Customer.

Use Agent 'External Name' variable

Agents can configure an external name in their Gladly profile to help provide some anonymity. When set, Answers using the Agent's Name and Agent's First Name variable are replaced by the external name configured in their profile. You must first activate external names on the Users settings page to allow this.


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