Displaying Variables in Conversations

Talkdesk Studio™ allows to collect context information via IVR menus or data dip into 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:

• A search option (by variable or format).
• The number of variables and selected variables.
• A “Show exposed only” toggle.
• The “Variable” name (name of the variable, used for reference purposes).
• The variable “Display name” (label that appears in the Conversations App).
• The variable “Type”.
• The dropdown with exposed context: Transfers, Reporting & Automations, and Conversations).
• Format (Auto open; Text; Clickable).
• Don’t Retain checkbox.
• Redact checkbox (for Studio Governance purposes).

Next, select the variables that you want to expose in the Conversations App and press Save.

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Note

You can choose to only see the variables selected to be exposed by using the “Show selected only” toggle.

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:

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Note

These exposed Studio context variables can also be used in automations and Studio Governance. For additional information, please refer to this article.