Articles on: Settings

Custom Variables

Variables are placeholders like {{customer_name}} that get replaced with real data when your chatbot sends a message. They let you personalise responses without writing separate messages for each contact.

System Variables

System variables are read-only and auto-filled from contact and system data. You cannot edit or delete them.

Contact Variables

Variable	Description
`{{customer_name}}`	Full name of the contact
`{{customer_first_name}}`	First name of the contact
`{{customer_last_name}}`	Last name of the contact
`{{customer_phone}}`	Phone number of the contact

System Variables

Variable	Description
`{{organization_name}}`	Your organization name
`{{channel_name}}`	WhatsApp channel name
`{{channel_phone}}`	WhatsApp channel phone number
`{{agent_name}}`	Assigned agent or current user
`{{greeting}}`	Time-based greeting (e.g. Good morning)
`{{system_date}}`	Current date (e.g. 28 Mar 2026)
`{{system_time}}`	Current time (e.g. 11:30 AM)
`{{system_datetime}}`	Current date and time combined

Global Variables

Global variables are custom variables you create that work across all your chatbots. Use them for values you reuse often, such as a support email, business hours, or a website URL.

How To Create a Global Variable

Go to Settings > Custom Variables.
Scroll to the Global Variables section.
Click Add Variable.
Enter a variable name and value, then save.

Use clear, descriptive names for your global variables (e.g. {{business_hours}}, {{support_email}}). This makes them easier to find when inserting into prompts.

Using Variables in Your Chatbot

You can insert variables in two places inside the chatbot editor:

Training Data -- Personalise knowledge base answers with contact or system info.
System Prompt -- Include variables in your chatbot's system instructions.

To insert a variable, click the Insert Variable button in the editor and select the variable you need.

FAQs

Can I edit system variables?

No. System variables are read-only and auto-filled by ReplyLa. You can only create and edit global variables.

Do global variables update across all chatbots automatically?

Yes. When you change a global variable's value, it takes effect across every chatbot that uses it.

What happens if a variable has no value?

If a contact variable (e.g. {{customer_name}}) has no data for a particular contact, it will be replaced with an empty string. Make sure your contact records are complete for the best results.

Updated on: 21/04/2026

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