Merge fields are placeholders replaced with live values when a message is sent. Use them in automated messages, agent templates, chatbot prompts, and some email/notification templates.

Syntax: \{field_name\} — curly braces, lowercase, underscores.

Combine with text formatting for styled, personalized messages.

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Core fields

Available in most message and automated-message contexts:

Field	Replaced with
\{user_name\}	Full name of the active user (visitor/customer)
\{user_email\}	Email of the active user
\{agent_name\}	Full name of the active agent (when an agent sends or the field is evaluated in agent context)
\{agent_email\}	Email of the active agent

Example

Hello \{user_name\}! An agent (\{agent_name\}) will reply to \{user_email\} shortly.

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Visitor context fields

Populated from the user’s session / profile when available:

Field	Replaced with
\{current_url\}	Page URL when the user opened chat
\{utm_source\}	UTM source query parameter
\{utm_medium\}	UTM medium
\{utm_campaign\}	UTM campaign
\{utm_id\}	UTM id
\{utm_term\}	UTM term
\{utm_content\}	UTM content

Requires the visitor to have loaded the widget from a URL that includes UTM parameters (stored in user extra data).

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Context-specific fields

Some settings document additional merge fields in their own help text. Common examples:

Setting / feature	Extra fields (examples)
Follow-up message email	\{user_name\}, \{user_email\}
Telegram notifications	\{message\}, \{sender_name\}, \{sender_email\}, \{conversation_link\}, \{attachments\}
Tickets new-conversation email	\{conversation_url_parameter\}, \{user_name\}, \{message\}, \{attachments\}, \{conversation_id\}
Chat header title	\{user_name\} — Settings → Chat → Header name

Always check the content description on the specific setting for the exact list allowed there.

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Chatbot and flows

In Q&A answers and Flows, merge fields such as \{language\} can be set via Tools calling or Set data blocks. See OpenAI & AI — Q&A and Flows.

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Tips

• If \{user_name\} is empty, the visitor may be anonymous — provide fallback text in your message.
• \{agent_name\} is empty when no agent is active in context (e.g. some automated sends).
• Merge fields are case-sensitive — use exact names from the tables above.
• Email-only templates may also support HTML where noted in the setting description.

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