Macro Variables

Use dynamic variables to personalize macro responses automatically.

How Variables Work

Variables are placeholders that get replaced with real data:

Hello {{customer.first_name}},     →    Hello John,

When you apply a macro, the system:

Finds each variable
Looks up the actual value
Replaces the placeholder
Shows you the final text

Available Variables

Customer Variables

Variable	Description	Example
`{{customer.first_name}}`	Customer's first name	John
`{{customer.last_name}}`	Customer's last name	Smith
`{{customer.name}}`	Full name	John Smith
`{{customer.email}}`	Email address	john@example.com
`{{customer.phone}}`	Phone number	+1 555-0123
`{{customer.company}}`	Company name	Acme Corp

Ticket Variables

Variable	Description	Example
`{{ticket.id}}`	Ticket number	12345
`{{ticket.subject}}`	Subject line	Order #5678 question
`{{ticket.status}}`	Current status	Open
`{{ticket.priority}}`	Priority level	High
`{{ticket.created_at}}`	Creation date	Jan 15, 2025
`{{ticket.channel}}`	Source channel	Email

Agent Variables

Variable	Description	Example
`{{agent.first_name}}`	Your first name	Sarah
`{{agent.last_name}}`	Your last name	Jones
`{{agent.name}}`	Your full name	Sarah Jones
`{{agent.email}}`	Your email	sarah@company.com

Organization Variables

Variable	Description	Example
`{{org.name}}`	Organization name	Relay Support
`{{org.support_email}}`	Support email	help@relay.com

Date Variables

Variable	Description	Example
`{{date.today}}`	Today's date	January 15, 2025
`{{date.tomorrow}}`	Tomorrow's date	January 16, 2025
`{{date.weekday}}`	Day of week	Wednesday

Fallback Values

Handle missing data with fallbacks:

{{customer.first_name|there}}

If first_name is empty → "there"

Examples

Hello {{customer.first_name|there}},

If name exists: "Hello John,"
If name missing: "Hello there,"

I see you're with {{customer.company|your company}}.

If company exists: "I see you're with Acme Corp."
If company missing: "I see you're with your company."

Conditional Content

Show content only when a variable has a value:

{{#if customer.company}}
I see you're reaching out from {{customer.company}}.
{{/if}}

This paragraph only appears if the customer has a company set.

If/Else

{{#if customer.first_name}}
Hi {{customer.first_name}},
{{else}}
Hello,
{{/if}}

Custom Fields

Access custom ticket fields:

{{ticket.custom.order_number}}
{{ticket.custom.product_name}}
{{customer.custom.account_tier}}

Custom field names match what you set in Settings.

Formatting Variables

Date Formatting

{{ticket.created_at|date:"MMM D, YYYY"}}

Formats:

MMM D, YYYY → Jan 15, 2025
MM/DD/YY → 01/15/25
YYYY-MM-DD → 2025-01-15

Text Transforms

{{customer.first_name|uppercase}}    → JOHN
{{customer.first_name|lowercase}}    → john
{{customer.first_name|capitalize}}   → John

Example Macro

Putting it all together:

Hi {{customer.first_name|there}},

Thank you for contacting {{org.name}} about your {{ticket.subject}}.

{{#if customer.company}}
I appreciate your business with {{customer.company}}.
{{/if}}

I'll look into this right away and get back to you shortly.

Best regards,
{{agent.first_name}}
{{org.name}} Support

Output (with data):

Hi John,

Thank you for contacting Relay Support about your Order #5678 question.

I appreciate your business with Acme Corp.

I'll look into this right away and get back to you shortly.

Best regards,
Sarah
Relay Support

Troubleshooting

Variable Shows as Text

If you see {{customer.first_name}} in the output:

Check spelling—variables are case-sensitive
Ensure the variable is supported
Check for typos in brackets

Value is Blank

If the variable disappears entirely:

The data doesn't exist for this customer/ticket
Add a fallback: {{variable|fallback}}

Wrong Value

Verify you're using the correct variable
Check if customer data is up to date

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