Prompt variables allow the customization of agent responses in ChatVolt with contextual information from the conversation and the user.

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List of Available Variables

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User Information

  • {user-phone-number} → Contact’s phone number.
  • {user-name} → Contact’s name.
  • {user-email} → Contact’s email.

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Conversation Information

  • {conversation-id} → Unique conversation ID.
  • {conversation-channel} → Conversation channel name (mercadolivre, mercadolivreDm, instagram, instagramDm, zapi, whatsapp, chatbox, website, dashboard, telegram, api, internal_chats).
  • {created-at} → Date and time when the conversation was created.
  • {status} → Conversation status.
  • {priority} → Conversation priority.
  • {assignee-email} → User responsible for the conversation.
  • {total-messages} → Total number of messages exchanged in the conversation.
  • {frustration-level} → (0 to 100) Percentage level of customer dissatisfaction in the conversation.
  • {conversation-tags} → List of tags associated with the conversation.
  • {summary} → Summary of the conversation.
  • {scenario-id} → Unique identifier of the scenario associated with the conversation.
  • {scenario-name} → Name of the scenario associated with the conversation.
  • {step-id} → Unique identifier of the current step in the scenario.
  • {step-name} → Name of the current step in the scenario.

[!NOTE] These variables are populated exclusively for WhatsApp contacts and conversations originating from Click-to-WhatsApp (CTWA) advertisements. To prevent prompt pollution and maintain structure, newlines are removed and text values are truncated.

  • {ad-headline} → Headline of the ad that generated the contact (truncated to 100 chars, newlines removed).
  • {ad-body} → Body text/description of the ad (truncated to 200 chars, newlines removed).
  • {ad-source-url} → URL of the advertisement source (truncated to 200 chars).
  • {ad-source-type} → Platform/type of the ad source (e.g., ad, post).
  • {ad-clicked-at} → Date and time when the contact clicked on the ad.
  • {ad-clid} → Click ID (ctwa_clid) of the ad interaction, useful for external API calls and conversion tracking.
  • {ad-source-id} → Unique identifier of the advertisement source.

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Other Variables

  • {today} → Current date and time in UTC.

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