Dynamic Variables for Assignee (respond.io users)
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B
Bernardo Gonzalez
The ability to use Dynamic Variables for the Agents
$assignee.firstname
$assignee.lastname
Jerry (CEO)
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Dynamic Variables for Assignee are here!
You can use these new variables in Broadcast, Messages, Workflows, API, etc.
For e.g. send a message "you are assigned to $assignee.name" to a Contact."
Note: Type "$" to use Dynamic Variables!
Read more here: https://docs.respond.io/contacts-and-messages/dynamic-variables#assignee-variables
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John Buckman
Jerry (CEO): That looks helpful, but I don't see a "trigger" for the "assigned" event, and thus don't see how to automatically send this message to a contact when they get assigned to someone. Am I missing something?
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John Buckman
Ah, whoops I guess it's "contact field" : "assignee" -- figured it out, I believe..
Jerry (CEO)
John Buckman: haha was about to write that :)
You can also consider using these variables after the "Assign To" Step, see example below:
J
John Buckman
Jerry (CEO): In my case, I'd like the msg to be sent to the contact every time the Assignee changes. I'm unclear on whether your approach would do that, or if it'd just send a msg on first assignment.
Jerry (CEO)
John Buckman: In that case you are better off with the first approach, "Assignee Changes" -> "Send Message".
The latter one will only send a message on the first assignment. Good luck!
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John Buckman
Jerry (CEO): FYI this trigger doesn't seem to fire reliably. When it fires, it works. Here's the trigger, and 2 examples of it not firing, and one that did work.
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John Buckman
Jerry (CEO): FYI the problem with the trigger on "ASSIGNEE CHANGES" is that it only fires if the pull-down to change assignee is used. When Respond auto-assigns the contact to the person who just wrote a reply, the trigger is not fired.
Not sure if that's a bug, or intentional. Do you have a suggested workaround?
Jerry (CEO)
Hey John Buckman: seems like you have encountered a "loop detected block", a mechanism put in place to stop loops from occurring. Can you please reach out to our support team so we can look at it in detail and advice you on the best way to work around this issue? https://respond.io/contact
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John Buckman
the "mail merge" approach you're taking looks very flexible, and quite helpful. I'm unsure how to tie this to a "assign this thread to <xxx>" event so the msg is auto-sent to the contact, but I assume you've got that figured out.
Jerry (CEO)
in progress
Jerry (CEO)
Merged in a post:
"You're chatting with <name>."
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John Buckman
I'd like to have respond.io automatically add "you're chatting with <name>" whenever the person writing changes. That way, people know the names of the people in my org that they're interacting with. It's
A
Antonio Casagrande
Hi, with this request, would it be possible to show agent's name in every WhatsApp Messages?
A
Anderson Ouverney
Being able to interact with users in a more humane way is extremely important.
Being able to inform some things like, good morning, good afternoon and good night are cool, besides the name of the person who is sending some template on whats app or another channel are some of the valuable resources.
Jerry (CEO)
Merged in a post:
Show agent's name in WhatsApp Messages
C
Carlos Marchi
We are currently using another tool that shows the Agent's name before each message, so the contact always know who is he talking with. The agent's name can also be formatted with italic or bold. I'm attaching a sample.
Jerry (CEO)
Carlos Marchi would it work for you if we just enabled dynamic variables with the assignee name?
Example you could create and automation sure that says. When conversation starts send message "You have been assigned to @assignee.firstName".
The contact on the other end would see "You have been assigned to Carlos Marchi".
This could be an alternative instead of adding it on every message. What do you think?
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Carlos Marchi
Jerry (CEO): Yes, it would work. Would it be possible for this automation to be triggered from time to time just to 'remember' the customer who is he talking with? Let's say, every X messages or every X time since the last message.
Jerry (CEO)
Carlos Marchi: thanks for the feedback Carlos, we will merge this post with the Assignee Dynamic Variables request.
I can't think of any method to send the name every couple messages. But should set it so that it is shown every time the contact starts a conversation (every time it goes from Done to Pending). Depending how often your users mark a contact done, it could help you keep them reminded on who they are talking to.
Mei Wei
Hello voters,
After some discussion and brainstorming, we thought of the following solution for this feature and we want to hear some thoughts from our customers.
Instead of @user, is it better to use @assignee? This way, the assignee variable can be used for broadcast and automation with the corresponding assignee information.
Let us know what do you think. Thanks!
C
Celso Camargo
We agree
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