V3 Motion Variable List
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What’s about
On this page, you can find the list of Standard Variables available in XCALLY Motion application.
Remember that the variable field name must be exactly as mentioned in the database tables.
Contact Variables
These are variables related to cm_contacts, valid for all channels. The field is the name of a contact's field in Contact Manager.
Title | Variable | Description |
|---|---|---|
Contact ID | id | Unique identifier of contact |
Contact First Name | firstName | Contact’s First Name |
Contact Last Name | lastName | Contact’s Last Name |
Postal Code | postalCode | Numerical or alphanumeric string representing a postal (ZIP) code |
Contact city | city | Contact’s city |
Contact country | country | Contact’s country |
Contact Date of Birth | dateOfBirth | Contact’s Date of Birth (Day, Month, Year) |
Contact primary phone number | phone | Main phone number of the contact |
Contact mobile phone number | mobile | Contact mobile phone number |
Contact email | Contact’s email address | |
Agent ID | UserId | Agent managing contact |
Scheduled At date and time | scheduledat | scheduledat timestamp (used by Motion Bull) |
Created At date and time | createdAt | Contact creation timestamp |
Updated At date and time | updatedAt | Contact update timestamp |
Deleted At date and time | deletedAt | Contact deletion timestamp |
Contact company ID | CompanyId | External company reference |
Contact Manager List ID | ListId | ID of Contact Manager List in which contact is saved |
Contact Additional Phones | AdditionalPhones | Contact Additional Phones |
List Variables
These are variables related to cm_lists, valid for all channels.
Title | Variable | Description |
|---|---|---|
List ID | id | Unique identifier of list |
List name | name | list name |
List prefix | dialPrefix | Prefix added to phone numbers before dialing |
Created At date and time | createdAt | List creation timestamp |
Updated At date and time | updatedAt | List update timestamp |
Voice Channel
Inbound Call
Title | Variable | Description |
|---|---|---|
Unique ID | uniqueid | unique identifier associated with each call |
Caller Number | calleridnum | parameter indicating the caller's telephone number |
Caller Name | calleridname | parameter indicating the name associated with the caller's telephone number |
Queue | queue | this variable indicates the destination queue or group of agents that handled the call |
Hold Time | holdtime | indicates the time spent on hold during call handling |
Talk Time | talktime | indicates the total time spent in conversation |
Connected Time | agentconnectAt | indicates the moment when an agent connects to the incoming call and becomes active in handling it |
Called Time | agentcalledAt | indicates the moment when an agent was called to handle an incoming call |
DNID | destexten | used to identify the destination extension or department to which the call was routed |
Destination caller ID number | destcalleridnum | used to identify the Agent’s internal extension to which the call was routed |
Destination caller ID name | destcalleridname | used to identify the Agent’s name to which the call was routed |
Destination channel | destchannel | indicates the final channel where the call is connected |
Context | context | indicates the used context |
Complete Time | agentcompleteAt | provides information on the time when the agent finished interaction with the caller and ended the call |
No Answer Time | agentringnoanswerAt | indicates the moment when an agent was called but did not answer within a certain time interval |
Recording URL Available for Zendesk, Salesforce, Sugar CRM, Freshdesk and Zoho integrations. | recordingURL | indicates the URL or access path to the audio recording of the call |
Outbound Call
Title | Variable | Description |
|---|---|---|
Unique ID | uniqueid | unique identifier associated with each call |
Route ID | routeId | unique identifier associated with the route |
Destination | destination | value of destination phone number |
Out Prefix | prefix | value of outprefix (if present) |
Caller Number | calleridnum | used to specify the caller ID number: it allows the caller to check the number that appears on the recipient's caller ID display |
Caller Name | calleridname | used to specify the caller ID name: it allows the caller to customize the name associated with the caller ID number |
Called Number | destcalleridnum | used to specify the recipient's phone number or the number to which the call is being directed |
Called Name | destcalleridname | used to specify the recipient's name |
Start Time | starttime | used to indicate the start time or initiation time of the call. It represents the moment when the outbound call was first initiated or placed |
Answer Time | answertime | used to indicate the time when the call was answered. It represents the moment when the call was picked up or connected |
Complete Time | endtime | used to indicate the time when the call ended. It represents the moment when the call was terminated, either by the caller or the recipient. |
Recording URL | recordingURL | indicates the URL or access path to the audio recording of the call |
Motion Bull
The Motion Bull variables must be used with all lowercase characters in the triggers within {{ }}, while in the Square projects they must be used with all uppercase characters within { }
Title | Variable | Description |
|---|---|---|
Queue Campaign ID | xmd-voicequeueid | Available for Queue Campaign to identify a voice queue |
IVR Campaign ID | xmd-campaignid | Available for IVR Campaign to identify the id of IVR |
Caller ID | xmd-callerid | Refers to the caller ID information. |
Contact ID | xmd-contactid | Used to uniquely identify and reference a specific contact or customer |
Contact's Fields | xmd-{name_field} | name_field is the name of a contact's field in Contact Manager. |
Contact's Custom Fields | xmd-cf_{ID} | ID is the custom field's ID. |
Chat Channel
Account
With this data you can retrieve variables related to the chat website account.
Title | Variable | Note |
|---|---|---|
Chat website ID | id | Unique identifier of chat website |
Chat website name | name | Name of the Chat website |
Website Address | address | Chat website address |
List ID | ListId | ID of Contact Manager List involved in the account |
Interaction
At the first contact with a new customer, the interaction object is created, which acts as a “container”.
A high-level interaction variable is then created which contains general data e.g. creation date and contact ID, but other variables such as the body message will not be present at interaction level, but within the message itself.
Title | Variable | Description |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Second Level disposition | secondDisposition | Interaction second level disposition |
Third Level disposition | thirdDisposition | Interaction third level disposition |
Note | note | Interaction note |
Agent ID | UserId | To identify agent involved in conversation |
Contact ID | ContactId | Unique identifier for customer |
Website ID | ChatWebsiteId | identifier to the specific website where there is the snippet and the chat conversation takes place |
Customer Browser | browserName browserVersion | Information on browser used by the customer |
Customer OS | osName osVersion | Information on OS used by the customer |
Customer Device | deviceModel deviceVendor deviceType | Information on device used by the customer |
Customer Referer | referer | Referer page of the customer |
Customer IPs | customerIp | List of IPs used by the customer to reach the webchat |
First Read timestamp | read1stAt | Datetime of first read message |
Last Read timestamp | lastMsgAt | Datetime of last read message |
Last Message Direction | lastMsgDirection | Direction (in or out) of the last message |
Interaction create timestamp | createdAt | Creation timestamp when a chat conversation was started |
Interaction update timestamp | updatedAt | Update timestamp when a WhatsApp interaction was updated |
Queue ID | queueId | To identify queue involved in chat channel |
Agent interface | interface | Refers to a data structure that represents the chat interface through which users interact with the chat application |
Message
Title | Variable | Description |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message status | read | True if the message is read |
Message direction | direction | Used to indicate the direction of the chat message (in / out) |
ReadAt | readAt | Timestamp of when a message was marked as read |
Provider Name | providerName | Name of provider used in chat channel |
Chat Website ID | ChatWebsiteId | Identifier to the specific website where there is the snippet |
Chat Interaction ID | ChatInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in message exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a chat message was sent |
Interaction update timestamp | updatedAt | Update timestamp when a chat interaction was updated |
Translation Source Language | translationSourceLanguage | Original language of a message auto detected by the translation service |
Translation target language | translationTargetLanguage | Language into which a message is translated |
Message Traslation | messageTranslation | Actual translation of the message, null means no translation |
Email Channel
Account
Title | Variable | Note |
|---|---|---|
Account ID | id | Unique identifier of account |
Account name | name | Name of the email account |
Email Service | service | Service of the email Account (e.g. Gmail, Hotmail, Yahoo…) |
Email Address | Email address of the configured account | |
List ID | ListId | ID of Contact Manager List involved in the account |
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Second level disposition | secondDisposition | Interaction second level disposition |
Third level disposition | thirdDisposition | Interaction third level disposition |
Note | note | Interaction note |
Reply Message ID | inReplyTo | Identifier or message ID of the email being replied to |
To | to | To property of the latest message |
Cc | cc | Cc property of the latest message |
Subject | subject | Subject property of the latest message |
Attachment | attach | Number of attachments in the latest message |
First Read timestamp | read1stAt | Datetime of first read message |
Email substatus | substatus | Email inserted substatus |
Substatus timestamp | substatusAt | Datetime of inserted substatus |
First Message Direction | firstMsgDirection | Direction (in or out) of the first message |
Last Read timestamp | lastMsgAt | Datetime of last read message |
Last Message Direction | lastMsgDirection | Direction (in or out) of the last message |
Agent ID | UserId | To identify agent involved in email channel |
Contact ID | ContactId | Unique identifier for customer |
Email Account ID | MailAccountId | Identifier associated with a specific email account |
Interaction create timestamp | createdAt | Creation timestamp when email was created or received |
Interaction update timestamp | updatedAt | Update timestamp when a email interaction was updated |
Transfer Account ID | TransferAccountId | Mail account previously associated with this interaction |
Transfer User ID | TransferUserId | User with role agent previously associated with this interaction |
Transfer Mail Queue ID | TransferMailQueueId | Mail_queue previously associated with this interaction |
Transferred timestamp | transferredAt | Time when this interaction was transferred into another account, queue or user |
Last Reopened timestamp | lastReopenedAt | Date when the interaction was reopened |
Rescheduled At timestamp | rescheduledAt | Time when the interaction was rescheduled |
Rescheduled To timestamp | rescheduledTo | Time when the interaction needs to be appear as new |
Rescheduled As Unassigned | rescheduledAsUnassigned | When reschedule time is reached, set if the interaction be unassigned |
Message
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message status | read | True if the message is read |
Message direction | direction | Used to indicate the direction of the email (in / out) |
Provider Message ID | messageId | ID assigned by Email provider |
From | from | Refers to the sender's information in an email message |
To | to | Refers to the recipient(s) of an email message |
Cc | cc | Refers to the secondary recipients of an email message |
Bcc | bcc | To include hidden recipients in an email message |
Subject | subject | Subject of email message |
Message sent timestamp | sentAt | Timestamp when message was sent |
Read At datetime | readAt | Timestamp when message was read |
Attachment | attach | Number of attachments in the latest message |
Email Account ID | MailAccountId | Identifier associated with a specific email account |
Email Interaction ID | MailInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in email exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a message was sent |
Message update timestamp | updatedAt | Timestamp when a message was updated |
Translation Source Language | translationSourceLanguage | Original language of a message auto detected by the translation service |
Translation target language | translationTargetLanguage | Language into which a message is translated |
Message Traslation | messageTranslation | Actual translation of the message, null means no translation |
SMS Channel
Account
Title | Variable | Note |
|---|---|---|
Account ID | id | Unique identifier of account |
Account name | name | Name of the sms account |
SMS phone number | phone | Phone number used for sms account |
SMS Provider | type | SMS Provider used for the account (e.g. twilio, skebby, clicksend…) |
List ID | ListId | ID of Contact Manager List involved in the account |
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Second level disposition | secondDisposition | Interaction second level disposition |
Third level disposition | thirdDisposition | Interaction third level disposition |
Note | note | Interaction note |
Customer mobile phone number | phone | Mobile phone number of the contact |
First Message Direction | firstMsgDirection | Direction (in or out) of the first message |
Last Message Direction | lastMsgDirection | Direction (in or out) of the last message |
First Read timestamp | read1stAt | Datetime of first read message |
Last Read timestamp | lastMsgAt | Datetime of last read message |
Agent ID | UserId | To identify agent involved in sms channel |
Contact ID | ContactId | Unique identifier for customer |
Sms Account ID | SmsAccountId | Identifier associated with a specific sms account |
Queue ID | queueId | To identify queue involved in sms channel |
Interaction create timestamp | createdAt | Creation timestamp when sms was received or sent |
Interaction update timestamp | updatedAt | Update timestamp when a sms interaction was updated |
Last Reopened At | lastReopenedAt | Date when the interaction was reopened |
Message
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message status | read | True if the message is read |
Message direction | direction | Used to indicate the direction of the sms (in / out) |
Provider Message ID | messageId | ID assigned by Sms provider |
Customer mobile phone number | phone | Mobile phone number of the contact |
Read At | readAt | Timestamp of when a message was marked as read |
Sms Account ID | SmsAccountId | Identifier associated with a specific sms account |
Sms Interaction ID | SmsInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in sms exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a sms was sent |
Message update timestamp | updatedAt | Creation timestamp when a sms was updated |
Translation Source Language | translationSourceLanguage | Original language of a message auto detected by the translation service |
Translation target language | translationTargetLanguage | Language into which a message is translated |
Message Traslation | messageTranslation | Actual translation of the message, null means no translation |
Openchannel
Account
Title | Variable | Note |
|---|---|---|
Account ID | id | Unique identifier of account |
Account name | name | Name of the sms account |
List ID | ListId | ID of Contact Manager List involved in the account |
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Second level disposition | secondDisposition | Interaction second level disposition |
Third level disposition | thirdDisposition | Interaction third level disposition |
Note | note | Interaction note |
Agent ID | UserId | To identify agent involved in openchannel |
Contact ID | ContactId | Unique identifier for customer |
Openchannel Account ID | OpenchannelAccountId | Identifier associated with a specific open channel account |
Queue ID | queueId | To identify queue involved in openchannel |
First Message Direction | firstMsgDirection | Direction (in or out) of the first message |
Last Message Direction | lastMsgDirection | Direction (in or out) of the last message |
First Read timestamp | read1stAt | Datetime of first read message |
Last Read timestamp | lastMsgAt | Datetime of last read message |
Interaction create timestamp | createdAt | Creation timestamp when openchannel interaction was received or sent |
Interaction update timestamp | updatedAt | Update timestamp when a openchannel interaction was updated |
Last Reopened At | lastReopenedAt | Date when the interaction was reopened |
Message
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message status | read | True if the message is read |
Message direction | direction | Used to indicate the direction of the message (in / out) |
Openchannel Account ID | OpenchannelAccountId | Identifier associated with a specific open channel account |
Openchannel Interaction ID | OpenchannelInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in openchannel interactions |
Contact ID | ContactId | Unique identifier for customer |
Read At | readAt | Timestamp of when a message was marked as read |
Message create timestamp | createdAt | Creation timestamp when a open channel message was sent |
Read At | updatedAt | Update timestamp when a open channel message was updated |
Integration ID | integrationId | Unique identifier of integration within the system |
Translation Source Language | translationSourceLanguage | Original language of a message auto detected by the translation service |
Translation target language | translationTargetLanguage | Language into which a message is translated |
Message Traslation | messageTranslation | Actual translation of the message, null means no translation |
WhatsApp Channel
Account
Title | Variable | Note |
|---|---|---|
Account ID | id | Unique identifier of account |
Account name | name | Name of the WhatsApp account |
WhatsApp account phone number | phone | Mobile phone number of the WhatsApp Account |
Phone number ID | phone_number_id | WhatsApp Account Phone number ID |
Recontact Template ID | recontactTemplateId | Recontact template ID inserted in account configuration |
Account type | type | Account type (twilio, sinchv2, meta or kaleyra) |
List ID | ListId | ID of Contact Manager List involved in the account |
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Second level disposition | secondDisposition | Interaction second level disposition |
Third level disposition | thirdDisposition | Interaction third level disposition |
Note | note | Interaction note |
Customer mobile phone number | phone | Mobile phone number of the contact |
First Message Direction | firstMsgDirection | Direction (in or out) of the first message |
Last Message Direction | lastMsgDirection | Direction (in or out) of the last message |
First Read timestamp | read1stAt | Datetime of first read message |
Last Read timestamp | lastMsgAt | Datetime of last read message |
Agent ID | UserId | To identify agent involved in WhatsApp channel |
Contact ID | ContactId | Unique identifier for customer |
WhatsApp Account ID | WhatsAppAccountId | Identifier associated with a specific WhatsApp account |
Interaction create timestamp | createdAt | Creation timestamp when WhatsApp was received or sent |
Interaction update timestamp | updatedAt | Update timestamp when a WhatsApp interaction was updated |
Last Reopened At | lastReopenedAt | Date when the interaction was reopened |
Queue ID | queueId | To identify queue involved in WhatsApp channel |
Campaign ID | campaign_id | Unique identifier for campaign |
Messages
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message direction | direction | Used to indicate the direction of the WhatsApp message (in / out) |
Provider Message ID | messageId | ID assigned by WhatsApp provider |
Customer mobile phone number | phone | Mobile phone number of the contact |
WhatsApp Account ID | WhatsappAccountId | Identifier associated with a specific WhatsApp account |
WhatsApp Interaction ID | WhatsappInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in WhatsApp interactions |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a WhatsApp message was sent |
Message update timestamp | updatedAt | Update timestamp when a WhatsApp message was updated |
Message status | read | True if the message is read |
Read At | readAt | Timestamp of when a message was marked as read. |
Template ID | templateId | Unique identifier of template |
Translation Source Language | translationSourceLanguage | Original language of a message auto detected by the translation service |
Translation target language | translationTargetLanguage | Language into which a message is translated |
Message Traslation | messageTranslation | Actual translation of the message, null means no translation |
How to retrieve variable
You can retrieve variables related to the interaction, message, account and so on in different ways, based on where you need to obtain them.
Triggers: the structure can be changed, according to the condition being invoked
Conditions | structure |
|---|---|
Interaction (Opened/Closed/sustatus for mail channel) | {{name_field}} |
Message (Incoming, outgoing, accepted, rejected) | {{name_field}} |
Account | {{name_field}} |
Email Template
On email channel, the template, for example to create the signature, has to have this structure:
{{account.name_field}}
{{interaction.name_field}}
{{contact.name_field}}
{{message.name_field}}
replacing name_field with the information you need (e.g. account.name / interaction.id / account.name and so on)
Canned answers
For canned answers of all textual channels, the structure must be:
{{account.name_field}}
{{interaction.name_field}}
{{contact.name_field}}
{{user.name_field}}
replacing name_field with the information you need (e.g. interaction.id / account.name and so on)
Notifications
The Administrator can customize the notification of a new interaction to show the Agent information about the source, the sender, the recipient queue and so on.
The Setting section of the Notification is under the general settings of a channel account and allows to: enable/disable the notification sound, enable/disable the notification shake effect and define notification contents and style in the Template section (by choosing which information to show about the specific interaction using XCALLY Motion variables with syntax {{variablename}})
So the structure must be:
{{account.name_field}}
{{interaction.name_field}}
{{contact.name_field}}
{{message.name_field}}
{{queue.name_field}}
replacing name_field with the information you need (e.g. interaction.id / account.name and so on)
Consider that if you insert this structure in notification
{{#queue}}Queue: {{queue.name}}{{/queue}}
only if (#) the queue variable exists, the template renders the queue variable
Routing
You can use variables also in routing of the different channels, by selecting for example as application auto reply, Gotoif or system.
In these cases, the structure must be ${name_field} replacing name_field with the information you need.
Also we recommend using <`> (backtick) instead of the <'> (apostrophe) to avoid potential errors that can arise with the genitive Saxon case.
Here is an example:
`{{body}}`.indexOf("this is some text in the body") > -1 If you want to render unescaped HTML, use the triple mustache: {{{name}}}. You can also use & to unescape a variable