Conversation variables are values which change as per the context where they are used in Skills Builder by Administrators or Developers. Variables can include text and rich text responses on a skill, which can be used in various instances across the Skills Builder.
Conversation variables can easily be used in many places within Skills Builder by typing @. For example, to use a Conversation Variable, go to Bot Dashboard > Skills > Add Skill > Details Tab > Text Responses.
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Types of Variables | Description |
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Action | Action variables are used to show the parameters from all the actions configured in the skill at the Pre-conversation action level. |
Agent | Agent variables are used in a web service to create a ticket through the Agent Chat Console. It is also used to calculate the average wait time a user has to wait in the agent chat queue before the analyst accepts the chat request. |
Config | Configuration variables are used to show all the configuration parameters from the corresponding connector (ITSM or Generic). These variables are applicable only if a Web service is selected in the action. |
Context | Context variables are variables defined by the user for a particular context. They are used in a skill to leverage conversation parameters. |
Fn | Fn variables are used to generate a random number, such as a One Time Password (OTP). |
Followup | Followup variables are used to configure post action for a follow up. |
Pagination | Pagination variables are used to define the page size and number of items per page. |
Request | Request variables are used in a web service to request information. |
Resp | Response variables are used when in a web service to return information to a request. |
Tenant | Tenant variables are used to return the Tenant details such as the Tenant name in a web service. |
User | User variables are used to look up user details such as the user's first name, last name and more. |
Webservice | Webservice variables are used in error handling to determine the meaning of webservice response status code. |
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Variable Types | Out-of-the-box (OOTB) Variables | Used in Web Services? | Used to override web services in Attributes? | Used in Skill Fulfillment (by overriding web service)? | Used in Skill Text Responses? | Used in Action (In Text Response and Overriding Web Services)? | |||||
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@action For example, @action.Severity is used to specify the dynamic value of a ticket severity in an action. | No OOTB variables available | No | No | Yes (Shows the parameters from all the actions configured in the skill at Pre-check or conversation parameter level) | Yes (Shows the parameters from all the actions configured in the skill at Pre-check or conversation parameter level) | Yes (Shows the parameters from the current action) | |||||
@agent For example, @agent.description is used to provide the ticket description by the analyst while creating a ticket through the Agent Chat Console. |
| Yes | Yes | Yes | Yes | Yes | |||||
@config For example, @config.csm_app_url is used to retrieve the application URL while executing a card message. | No OOTB variables available | Yes (Shows all the configuration parameters from the corresponding connector ITSM/Generic) | Yes (Shows all the configuration parameters from the corresponding connector ITSM or Generic) | Yes (Shows all the configuration parameters from the corresponding connector ITSM or Generic) | Yes (Shows all the configuration parameters from the corresponding connector ITSM or Generic). Applies only if a Web services is selected for fulfillment. | Yes (Shows all the configuration parameters from the corresponding connector ITSM or Generic). Applies only if a Web services is selected in the action. | |||||
@context For example, @context.Description is used to specify the dynamic value of a ticket description in a skill. |
| Yes (Shows all attributes) | Yes (Shows all attributes) | Yes (Shows only the conversation parameters) | Yes (Shows only the conversation parameters) | Yes (Shows all attributes) | |||||
@fn For example, @fn.randomNumber is used to generate an OTP during the user registration process. | @fn.randomNumber | Yes | Yes | Yes | Yes | Yes | |||||
@followup For example, @followup.TicketIdentifier is used to fetch the ticket identifier during a post action for each follow up. | No OOTB variables available | Yes (only while configuring a webservice for a follow up as part of the post action). | No | No | No | No | |||||
@pagination For example, @pagination.size is used to get the total count of items listed on a page. |
| Yes | Yes | Yes | Yes | Yes | |||||
@request For example, @request.message is used in an API call to display the messages to a user in a bot conversation. | No OOTB variables available | No | No | No | No | No | |||||
@resp For example, @resp.data.TicketIdentifier is used to provide the ticket identifier to the user for an incident, once the ticket is created by Luma. | No OOTB variables available | No | No | Yes | Yes | Yes | |||||
@tenant For example, @tenant.slicetoken is used to call out the tenant slice token in a skill. |
| No | No | No | No | No | |||||
@user For example, @user.userName is used to retrieve the logged-in user's name in a skill. |
| Yes | Yes | Yes | Yes | Yes | |||||
@webservice For example, @webservice.StatusCode is used to determine the meaning of webservice response status code. | @webservice.StatusCode | Yes | Yes | Yes | Yes | Yes |
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