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ConversationsDynamic Placeholders & Macros

Dynamic Placeholders & Personalization Variables

Dynamic placeholders automatically insert customer and ticket data into canned responses, automated greetings, and email notifications.

Available Variables

VariableResolves ToExample Output
{{customer.first_name}}Customer’s first name”Sarah”
{{customer.email}}Customer’s email address”sarah@example.com”
{{ticket.id}}Unique ticket number”#10842”
{{ticket.status}}Current ticket status”Open”
{{agent.name}}Name of the responding agent”David Miller”
{{workspace.company_name}}Your company name”Acme Corp”
{{order.tracking_number}}Shopify / ERP tracking number”1Z9999999999999999”

Using Variables in Canned Responses

  1. Open Settings → Canned Responses.
  2. Type your response and insert variables by typing {{ or clicking Insert Variable.
  3. When an agent selects the template in the inbox, Omniflow populates the real customer details automatically.
If you want to…Read
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