+6Hello,
Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed.
+6Hi Harry! Cat here from the Front support team 🌻
Good news - this is definitely possible!
To do this, I would recommend using a custom conversation field to store the Claim Number value. You would then be able to reference this field as a variable in your replies (including auto-replies using a message template!).
To store the value to the field, you would need to create a rule - it looks like it would be best for that to occur on the initial outbound message. You would need to leverage a Smart rule for this because of the complexity [Smart rules are available on our Scale plans and up]. Here’s a simplified version of what that rule might look like:
And here’s an example of a message template using that custom field:
I’ll pop some handy guides from our Help Centre on these topics below as well:
Please let us know if you have any questions or concerns!
Cheers,
Cat
+6Hi,
Not quite what I had in mind. I was thinking is it possible to do {{subject.name}} since that field exists and is where we place the claim number.
+6I’m afraid `{{subject.name}}` or similar is not possible right now because the conversation subject is not currently stored in a default field, I’m sorry! The only approach I can think of is the one I outlined above with saving the subject to a custom field that you can then leverage by referencing it in your message template.
Cheers,
Cat
+6Well, that’s unfortunate. I should have typed {{conversation.name}} but I suppose this is also not an actual field. It was a great idea though!
Regards,
Harry
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