Variables are elements that store information that may be needed throughout the Interaction. They are therefore fundamental components of most Interactions.

This article explains:

Why Use Variables?

Variables enable you to store pieces of information that you define, or information obtained from your customers or from another source (like a customer database).

The information stored in variables can be static or dynamic. A static value would be your company name or a fixed tax rate. A dynamic value would be the phone number of each customer who visits your self-help portal, or the name of a product you customer purchased. 

Variable values can then be retrieved for use in your Interaction. For example, when your customer Zoe purchases garden furniture online, a variable will store Zoe's name and another variable will store the product name. Using these variables, your Interaction thank you text can read: "Thank you, Zoe, for your purchase. We hope you enjoy your new Garden Furniture."

On a more complex level, you can use variables to control Interaction workflow. For more information, refer to these articles:

Types of Variables

The Interaction Designer uses the following kinds of variables:

  • User variables - Variables that you create in the Interact Designer. User variables may have hard coded values, be allocated values, or derive values from user (customer or agent) input. For details, refer to Creating User Variables.
  • System variables - Variables that are supplied by Interact or that defined in the Admin Console. They cannot be renamed, but they may be allocated with a hard coded or a dynamic value. For details, refer to System Variables.
  • Read Only variables - System variables that cannot obtain values during runtime nor be allocated with values in the Designer. For details, refer to the System Variables article.

Viewing Variables

The Solution Explorer lists all user, system, and read-only variable that are available for use in your Interaction. For more information about working with this list, refer to Viewing and Managing Variables