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Home > Supported variables for integration mappings, shortcuts, and proactive chat

Categories: Integrations & Plugins

(Last Updated On: )

About This Article

The purpose of this article is to provide a comprehensive overview of supported variables for use in integration mappings, shortcuts, and proactive chat.

Shortcuts

Example:

{alias} for the agent alias
{phone} for the agent phone number
{js:xxx} for a JavaScript variable (where xxx is the name of the variable)

*You can use more than one variable if you add a break in the line. A <br> will do it for you.

Proactive Chat

Example:

{alias} for the agent alias

{js:xxx} JavaScript variables. Read more here.

Integration mapping (custom mappings)

There are 4 source types.

SnapEngage captured data

Browser = Which browser is the visitor using

Browser Abbreviated = Which browser is the visitor using minus version number

Browser Data (user agent) = Which browser the agent is using

Chat Agent Alias = The alias name for the agent configured with edit agent settings

Chat Agent IM ID = Chat agent email address

Chat Duration = The length of the chat

Chat End Date = Date the chat ended

Chat Ended By = Who ended the chat (agent, visitor, idled out)

Chat Responded = True or False was the chat responded to

Chat Start Date = The date the chat started

Chat Transcript = The transcript of the chat

Chat Wait Time = How long a visitor waited before an agent responded to the chat for the first time

City = The city from where the visitor chatted in from

Contact Phone = Visitors phone number (if available)

Country = The country from where the visitor chatted in from

Country Code = The code of the country from where the visitor chatted in from

Description = The visitors first message

Entry URL = This is the first page on your website where a visitor landed

Flash = Whether or not the visitor has Flash enabled. True or False

Full Geolocation = The full geolocation of the visitor

IP Address = The IP address for the visitor

ISP = The visitor’s Internet Service Provider{Java} =Whether or not the visitor has Java enabled. True or False

Languages = The visitor’s language

Latitude = The latitude of the visitor’s location

Link to case = A URL link for the transcript

Longitude = The longitude of the visitor’s location

Operating System = The operating system of the visitor

OS Abreviated =Abreviated info about the operating system of the visitor

Phonenumber = The visitor’s phone number if found during social discovery lookup.

Plugins = Any plugins the visitor has on their browser

Referrer Decoded = Displays the search term a visitor used to find your website. Only shows if visitor used a search engine to find you. (Only works with Bing as Google now encrypts searches)

Referrer URL = This is the URL from which a visitor arrived on your site. Also shown as “Coming from” on chat transcripts

Requester email = The visitor’s email address

Set Language Code = The language code (en,sp,fr, ect.)

Source Type = Will add following text “Message” for offline and Live_chat for online chats

State = The state from where the visitor chatted in from

Website (From) URL = The page the visitor started the chat on

2. JavaScript. Here you can send over info captured by JavaScript variables from your pre-chat and offline forms. Variables must be added in the Collect additional information area (Settings > Options) first before you can see them in the custom mapping dropdown.