Why don't my shortcut placeholders work on Chat triggers?

Question

I use placeholders in my shortcuts in Zendesk Chat. However, when I add them to a Chat trigger that uses a condition that delivers a message to a user, such as Send message to visitor, the placeholder doesn't work. Why is that happening?

Answer 

Placeholders in Chat triggers have a different format from the ones you see in shortcuts. In the shortcuts feature, you can add them by clicking Insert placeholder, but in triggers, you have to manually insert them. All the placeholders in triggers start with the symbol @.

For a detailed list of all the triggers you can use, see Trigger placeholders.