Displaying Variables in Conversations

Talkdesk Studio™ allows you to collect context information via IVR menus or data from a CRM system.
The collected information is stored in variables that can be reused in other components and presented to agents in the scope of a particular Studio flow execution.

To access the stored variables, click on the Manage context icon.

The “Manage context” panel displays the following columns for each variable:

• Variable Name: The variable's name and display name.
• Type: The variable's data type - string, boolean, number, or integer.
• Expose Context: Where the variable is exposed
• Security: The variable's redaction and retention settings.
• Usage: Whether the variable is in use, and which nodes write to or read from it.
  Initial Content: The variable's default value, if one is set.

Next, for each variable you want the agent to see, click Edit variable > Content > Expose context > check Conversations & Automations (in addition to Transfers or Reporting, if also needed), then click Save.

Once you’re done choosing the variables, publish your flow.

When an interaction reaches the Conversations App, the selected flow variables and their corresponding values are displayed to the agent: