Overview:

This Koopid Tech Note covers variables for use inside Koopid workflows. These variables will contain values based on the state of the Koopid runtime system, user input, analysis, and other factors of execution during a workflow. Variables in Koopid are referenced using {{variable}} to perform replacement, comparison, and evaluation.

System Variables

• {{input}} – the most recent result of input from the user.
• {{customer}} – information about the logged in customer account
• {{provider}} – information about the provider / company

Input Variables

• input.x
• workflow.trigger.x
• Modifiers to the above variables may be the following:
  • intent1, intent2, intent2
  • score1, score2, score3
  • sentiment
  • topmatches
  • Note: intent1-3 and score1-3 are the extracted from topmatches.
• Entities are handled in the following way.
  • x can be DATE1, DATE2, …, ORG1, ORG2,…, MONEY1…, ID1…, TIME1…, GPE1…, NUMERIC1…, EMAIL1…, PERSON1… depending on the entities detected in input or workflow.trigger
• Example variables are {{input.DATE1}} {{input.MONEY1}}, {{input.MONEY2}} {{input.intent1}} {{input.score1}}

Customer Variables

• customer.email
• customer.firstname
• customer.name
• customer.phone
• customer.queued
• Values: true | false
• ***Variable is set to true when the customer has been queued through a route node and is awaiting an agent resource. The queue state is bot specific. If the customer navigates to a different bot then they queue state does not follow. Suggested handling is to check this variable before sending to route node in order to provide comfort message to the user indicating they are already queued and will be routed when an agent becomes available.

Provider Variables

• provider.name
• provider.phone
• provider.url Essentials Variables
• Concierge Essentials – Contact Info Widget
• {{custname}}
• {{custemail}}
• {{custphone}}
• {{custcompany}}
• {{custcompanyaddr}}