Reference Customer and Issue information in Bot topics

How do I reference Customer or Issue object fields in a Bot response?

Bots can include Customer or Issue information in their responses for a personalized Customer experience. The referenced information will change dynamically, so, for example, if the user updates their email during the course of the conversation, the new email will be referenced by the Bot next time. 

NOTE: you can only use this functionality if you have the Train Bots permission. Please email success@goboomtown.com if you wish to get the permission.

1. Go to (Topics) on the left navigation bar of the Bots modal. Click (Pencil) to edit a topic or to add a new topic.
2. Scroll down to the Text field of the Bot Topics modal.
3. Reference an object field in the text by using the syntax {{Customer or Issue information}}. See a list of object fields available for referencing below. NOTE: the {{Customer or Issue information}} syntax is case-sensitive.

Learn how to dynamically update object fields right in the Bot chat environment here.

Available Objects and Fields

issue Object

Formatted as {{issue.[object]}}.

• site_name
• reference_num
• c__owner_partner_team_name
• c__owner_partner_team_nickname
• c__owner_partner_name
• c__sponsor_partner_team_name
• c__sponsor_partner_team_nickname
• c__sponsor_partner_name
• c__sponsor_partner_nickname__d_type
• c__d_status
• c__d_category

location Object

Formatted as {{location.[object]}}.

• site_name
• phone
• street_1
• street_2
• city
• state
• zipcode
• country

customer Object

Formatted as {{customer.[object]}}.

• name
• phone
• email

customerUser Object

Formatted as {{customerUser.[object]}}.

• email
• first_name
• last_name
• full_name