Guide to Conversation Variables

Create a New Conversation Variable

Follow these steps to create a new conversation variable to use in your answers:

1. Go to the Configuration Screen
2. Select Conversation Variables from the menu
3. Click on the ‘add’ button
4. Insert a name
5. Provide a description for the variable (not required but useful)
6. Insert a default value

Format Conversation Variable

If you need to format the conversation variable value, you can do this with HTML.

Add a Conversation Variable to an Answer

Use the conversation variable icon in the answer editor and select the conversation variable that you want to add to your answer:

Testing Article With a Conversation Variable

Show a Predefined Value in Answers With Conversation Variables

Conversation variables can be used to provide predefined a value in an answer, i.e. a phone number or product name, and re-use it in other answers without having to manually change it everywhere yourself.  If the value were to change, all you would need to do is update the value in the conversation variable, and that value will be updated throughout your answers where that conversation variable is used.

If you’re familiar with the old Project Constants feature, then you’ll see that using a conversation variable in your answer works almost the exact same way.

In this example, we're going to create a conversation variable to show a phone number in our answers.

Follow these steps to create a new conversation variable to use in your answers:

1. Go to the Configuration Screen
2. Select Conversation Variables from the menu
3. Click on the ‘add’ button
4. Insert a name
5. Provide a description for the variable (not required but useful)
6. Insert a default value
7. Click the ‘save’ button

Now that you have a conversation variable for telephone number, you can add this variable in your answers: 

Finally, you can test your variable in the Test screen to see if it is showing the value: