%visitor_name for shortcuts


10 댓글

  • Yunen Yeo

    Hi Camille,

    We do have variables for shortcuts. However for the visitor name, if the name hasn't been filled, the variable will just replace with Visitor <xxxx>. You can refer to this post for all the variables we have in shortcuts:

    Thank you

  • Camille

    Oh thank you Yunen,


    Does these shortcuts work for triggers aswell? I plan to use the designated Agent's name as the sender of the trigger message.

    • {{visitor_name}} – Visitor’s name
    • {{visitor_email}} – Visitor’s email
    • {{visitor_city}} – Visitor’s city
    • {{visitor_country}} – Visitor’s country
    • {{visitor_browser}} – Visitor’s browser
    • {{agent_name}} – Agent’s name
    • {{agent_email}} – Agent’s email
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Camille,

    There are separate trigger placeholders that look like this:


































  • Camille

    Those shortcuts do not work in mobile when I did a test. It was showing {{visitor_name}} instead of the visitor's name.

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Camille,

    This is a bug with the current Android app and we are working on resolving it soon.



  • Rob Baker

    Is there a way to just use first name in the placeholder?  Its awk to use full name in a chat initial greeting.  

    "Hello Luke Skywalker, what can I help you with today?"


  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Rob,

    Currently, Chat and Support record the visitor information as full name in the backend. We currently have no way to break that down to first name and place that in the shortcut. This is also an enhancement that isn't on our immediate roadmap.

    If that changes, I will get back to you with any news that I can share. 



  • Arthur Meyer

    Did you guys solve the issue about the first name?

    I agree with @Rob, its awk to say hello using the full name.

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Arthur,

    Zendesk is standardising on visitor full name at this point in time, which makes having a first name placeholder challenging.

    If/when we have a solution to support first name placeholders, we will let you know. But there is nothing planned for 2019.




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