---
title: "Search Answers, Manage Variables and Placeholders"
slug: "search-answers-manage-variables-and-placeholders"
description: "Search and find Answers available in Gladly in one place. Here, you can search for Answers by language, type, or Audience. Learn more in Gladly Help Docs."
updated: 2026-06-09T21:45:24Z
published: 2026-06-09T21:45:24Z
canonical: "help.gladly.com/search-answers-manage-variables-and-placeholders"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Search Answers, Manage Variables and Placeholders

| **REQUIRED USER ROLE** Administrator, Team Manager, or Answer Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Find and manage all Answers in Gladly in one place. On the Answers page, you can search for Answers by language, type, or [Audience](/docs/create-and-edit-audiences). You can also manage Answer [Variables](/product-docs/docs/search-answers-manage-variables-and-placeholders#insert-variables-in-an-answer) and [Placeholders](/product-docs/docs/search-answers-manage-variables-and-placeholders#insert-a-placeholder-in-an-answer).

## Search Answers

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Answers.**
3. Use the Search feature to find Answers in Gladly.
  - Filter your search by language, Answer type, and/or Audience. ![Search bar interface with options for languages, channels, and audience filters.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/answers filters.png)
    - The total number of Answers available appear and dynamically update as you apply filters.
    - **Note –** Audience filter is hidden if there's no Audience configured).
4. Results are presented as a list. Clicking on the Answer title allows you to [edit the Answer](https://help.gladly.com/docs/create-and-edit-answers).![Instructions for returns, exchanges, and processing notifications for merchandise purchases.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Answers-admin_page.webp)
5. Each Answer in the results contains the following information: ![Instructions for processing a size exchange with highlighted steps and languages.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/answers-overview.webp)
  - **[A] –**Answer Title
  - **[B] –**Language(s) the Answer is available in
  - **[C] –**Snippet of the Answer body
  - **[D] –**Signifies the Answer is available as a Reference Answer
  - **[E] –**Signifies the Answer is available as an Email Answer
  - **[F] –**Signifies the Answer is available as a Messaging Answer
  - **[G] –**Signifies the Answer is available as a Public Answer
  - **[H] –**Hovering over the Answer exposes the delete option

## Variables and Placeholders

Variables and Placeholders work double duty in Gladly, helping to save Agents precious seconds in their day and ensuring that the responses that go out to Customers are as complete and accurate as possible. For example, using the "Customer's Last name" Variable automatically inserts their last name in place of the Variable. You can also enter a default value for every Variable that appears every time the Variable is used.

### Insert Variables in an Answer

- Agent's Employee ID
- Agent's First Name*
- Agent's Full Name*
- Agent's ID
- Company Name
- Customer's Address
- Customer's Email
- Customer's First Name
- Customer's Full Name
- Customer's ID
- Customer's Last Name
- Customer's Phone
- Estimated remaining wait time – Estimated calculation of current wait times.
- Estimated wait time – Estimated calculation of typical wait time.

> [!WARNING]
> Variables list cannot be customized
> 
> You only have access to the list of Variables listed on the Answers Admin page and the list cannot be customized.

---

Edit the value that's automatically inserted when **Variables** are used in Answers.

1. On top of the Answer page, click **Variables**. The Variables page contains a list of Variables used in Answers. ![Form fields for entering agent details like ID, name, phone, and Twitter.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/variables_value.webp)
2. Click the text below each Variable to enter the value. For example, if you put "Retalé" under *Company Name* Variable when the "Company Name" Variable is used in an Answer, it's automatically replaced with "Retalé" when it's sent to the Customer.

Variables are available in **Reference**, **Email**, and **Messaging** Answer types. ![Text editor interface showing options for formatting and content entry.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Variable-answers.webp)

#### Insert a Variable in an Answer

There are **two** ways to add a Variable:

1. Click on the **/var** button located along the formatting pane.
2. While in the content box, press the **/** backslash key on your keyboard.

A prompt will appear, directing you to start typing to search for the Variable you need. As you search, a dropdown list with all the matching Variables will appear. Once you’ve found the Variable you want to use, click to select it or press the Enter (for Windows) or return (for Mac) key.

> [!WARNING]
> 'Agent' Variables used as part of an auto-reply Rule
> 
> 'Agent' Variables like 'Agent Name' are only auto-populated when clicking **Use** in an outbound reply for Email and Messaging Channels. It's not auto-populated when used as part of an auto-reply Rule.

#### Insert a Placeholder in an Answer

Placeholders are available in **Reference**, **Email**, and **Messaging** Answer types. ![Order confirmation message template with placeholders for customer name and order number.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Placeholder-answer.webp)

1. In the content box, type out a description of the item/text you want the Agent to enter manually before an answer is sent out.
2. Highlight the description, and click the **Placeholder** icon at the top of the content box.

When Agents use an Answer with a Placeholder, they cannot reply until the Placeholder is filled out. The Placeholder will turn red. ![Email response detailing return policy, processing time, and refund/exchange information.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Placeholder-required.webp)