Placeholders for Customizing Email Templates, Macros, and Notifications

Overview

In this article, we've put together a reference table that lists and categorizes all of Kayako's placeholders, to help you find the right placeholder for the right situation. At the end of this article, you will also find links to some basic real-life solutions to issues where placeholders are used in conversation replies, email notifications, and email templates.

 

Introduction

Kayako has a wide variety of placeholders available so you can customize your email templates, macros, and notifications for a more authentic and meaningful support experience. When each interaction feels tailored to their needs, even your most passive users can turn into loyal advocates for your organization.

You can use placeholders to reference users, organizations, custom fields, conversation replies, private notes, and more.

 

Description

Conversation Placeholders

The table below lists all of the placeholders that reference conversation information. You can use this when communicating details about a conversation to your agents and customers.

 

NAME	DESCRIPTION	PLACEHOLDER
CASES
Case ID	The conversation ID number.	{{case.id}}
Subject	The conversation's subject.	{{case.subject}}
Priority	The conversation's current priority.	{{case.priority}}
Type	The conversation type.	{{case.type}}
Status	The conversation's current status.	{{case.status}}
State	Identifies if the conversation is ACTIVE or TRASH.	{{case.state}}
Tags	A comma-separated list of the conversation's tags.	{{case.tags}}
Case source channel	Identifies which channel the conversation was created from.	{{case.source_channel}}
Assigned team	The team assigned to the conversation.	{{case.team}}
Case form	The form used to submit the conversation.	{{case.form}}
Brand name	The brand the conversation originated from.	{{case.brand.name}}
Case agent URL	The agent-facing conversation URL.	{{case.agent_url}}
Case Help Center URL	The Help Center-facing conversation URL.	{{case.helpcenter_url}}
Custom fields	Use this format to reference custom conversation fields you’ve created.	{{case.custom_fields.keyname.title}} : {{case.custom_fields.keyname.value}}
SATISFACTION RATINGS
Satisfaction rating	The satisfaction rating received for the conversation.	{{case.satisfaction_rating}}
Satisfaction status	Identifies if a satisfaction survey was sent for the conversation.	{{case.satisfaction_status}}
Positive satisfaction rating URL	A URL to leave a positive satisfaction rating for a given conversation.	{{case.satisfaction_positive_rating_url}}
Negative satisfaction rating URL	A URL to leave a negative satisfaction rating for a given conversation.	{{case.satisfaction_negative_rating_url}}
Rating comment	References the satisfaction rating comment.	{{case.satisfaction_rating_comment}}

 

Posts Placeholders

Posts refer to conversation replies or private notes. You can use these placeholders to reference posts added to a conversation.

NOTE: Some of these placeholders can only be used when enclosed in a {% for %} loop.

 

NAME	DESCRIPTION	PLACEHOLDER
ALL CASE POSTS
{% for post in case.posts %}
Post created at	Post creation timestamp.	{{post.created_at}}
Post source channel	Identifies which channel the post was created from.	{{post.source_channel}}
Post creator name	The post creator's name.	{{post.creator.name}}
Post content in text	Displays the post content in plain text.	{{post.contents_text}}
Post content in HTML	Displays the post content in HTML.	{{post.contents_html}}
{% endfor %}
PUBLIC POSTS FOR CASE
{% for post in case.public_posts %}
Post created at	The public post creation timestamp.	{{post.created_at}}
Post source channel	Identifies which channel the public post was created from.	{{post.source_channel}}
Post creator name	The public post creator's name.	{{post.creator.name}}
Post content in text	Displays the public post content in plain text.	{{post.contents_text}}
Post content in HTML	Displays the public post content in HTML.	{{post.contents_html}}
{% endfor %}
LATEST CASE POST
Post created at	The latest case post timestamp.	{{case.latest_post.created_at}}
Post source channel	Identifies which channel the latest case post created from.	{{case.latest_post.source_channel}}
Post creator identity	This fetches the latest post creator's email address.	{{case.latest_post.creator_identity}}
Post creator name	The latest case post creator's name.	{{case.latest_post.creator.name}}
Post content in text	Displays the latest case post in plain text.	{{case.latest_post.contents_text}}
Post content in HTML	Displays the latest case post in HTML.	{{case.latest_post.contents_html}}
LATEST PUBLIC POST
Post created at	The latest public post timestamp.	{{case.latest_public_post.created_at}}
Post source channel	Identifies which channel the latest public post was created from.	{{case.latest_public_post.source_channel}}
Post creator identity	This fetches the latest public post creator's email address.	{{case.latest_public_post.creator_identity}}
Post creator name	Identifies the latest public post creator's name.	{{case.latest_public_post.creator.name}}
Post content in text	Displays the latest public post in plain text.	{{case.latest_public_post.contents_text}}
Post content in HTML	Displays the latest case post in HTML.	{{case.latest_public_post.contents_html}}
LATEST PRIVATE POST
Post created at	The latest private post timestamp.	{{case.latest_private_post.created_at}}
Post source channel	Identifies which channel the latest private post was created from.	{{case.latest_private_post.source_channel}}
Post creator identity	This fetches the latest private post creator's email address.	{{case.latest_private_post.creator_identity}}
Post creator name	The latest private post creator's name.	{{case.latest_private_post.creator.name}}
Post content in text	Displays the latest private post in plain text.	{{case.latest_private_post.contents_text}}
Post content in HTML	Displays the latest private post in HTML.	{{case.latest_private_post.contents_html}}
FORMATTED HISTORY
Case formatted message history	All posts (6 latest posts, at max) formatted and prettily laid out for use.	{{case.formatted_message_history}}
Case formatted public posts	A conversation's public posts formatted and prettily laid out for use.	{{case.formatted_public_posts}}
Case formatted latest post	The latest post formatted and prettily laid out for use.	{{case.formatted_latest_post}}
Case formatted latest public post	The latest public post formatted and prettily laid out for use.	{{case.formatted_latest_public_post}}

 

User Placeholders

There are four types of user placeholders available on Kayako:

• Requester
• Assignee
• Creator
• Last Replier

This table lists all of the available placeholders for each user type.

 

NAME	DESCRIPTION	PLACEHOLDER
REQUESTER
Requester ID	The requester's ID number.	{{case.requester.id}}
Requester first name	The requester's first name.	{{case.requester.first_name}}
Requester last name	The requester's last name.	{{case.requester.last_name}}
Requester full name	The requester's first and last name.	{{case.requester.name}}
Requester role	The requester's user role.	{{case.requester.role}}
Requester tags	A comma-separated list of the requester's tags.	{{case.requester.tags}}
Requester signature	The requester's signature. Only requesters with the agent user role can have signatures.	{{case.requester.signature}}
Requester locale	The requester's selected language.	{{case.requester.locale}}
Requester Facebook	The requester's primary Facebook account.	{{case.requester.facebook}}
Requester Twitter	The requester's primary Twitter account.	{{case.requester.twitter}}
Requester email	The requester's primary email address.	{{case.requester.email}}
Requester phone	The requester's primary phone number.	{{case.requester.phone}}
Requester org ID	The requester's organization ID number.	{{case.requester.organization.id}}
Requester org name	The name of the requester's organization.	{{case.requester.organization.name}}
Requester org tags	A comma-separated list of the requester's organization tags.	{{case.requester.organization.tags}}
Requester custom field	Use this format to reference requester custom fields.	{{case.requester.custom_fields.[keyname].title}} : {{case.requester.custom_fields.[keyname].value}}
Requester custom organization field	Use this format to reference requester custom organization fields.	{{case.requester.organization.custom_fields.[keyname].title}} : {{case.requester.organization.custom_fields.[keyname].value}}
ASSIGNEE
Assignee ID	The assignee's user ID number.	{{case.assignee.id}}
Assignee first name	The assignee's first name.	{{case.assignee.first_name}}
Assignee last name	The assignee's last name.	{{case.assignee.last_name}}
Assignee full name	The assignee's first and last name.	{{case.assignee.name}}
Assignee role	The assignee's user role.	{{case.assignee.role}}
Assignee tags	A comma-separated list of the assignee's tags.	{{case.assignee.tags}}
Assignee signature	The assignee's signature. Only assignees with the agent user role can have signatures.	{{case.assignee.signature}}
Assignee locale	The assignee's selected language.	{{case.assignee.locale}}
Assignee Facebook	The assignee's primary Facebook account.	{{case.assignee.facebook}}
Assignee Twitter	The assignee's primary Twitter account.	{{case.assignee.twitter}}
Assignee email	The assignee's primary email address.	{{case.assignee.email}}
Assignee phone	The assignee's primary phone number.	{{case.assignee.phone}}
Assignee custom field	Use this format to reference assignee custom fields.	{{case.assignee.custom_fields.[keyname].title}} : {{case.assignee.custom_fields.[keyname].value}}
Assignee org ID	The assignee's organization ID number.	{{case.assignee.organization.id}}
Assignee org name	The name of the assignee's organization.	{{case.assignee.organization.name}}
Assignee org tags	A comma-separated list of the assignee's organization tags.	{{case.assignee.organization.tags}}
Assignee org notes	List the assignee's organization notes.	{% for note in case.assignee.organization.notes %}
Note created at	The note creation timestamp.	{{note.created_at}}
Note creator identity	The note creator's email address.	{{note.creator_identity}}
Note creator name	The note creator's name.	{{note.creator.name}}
Note content in text	The note's content in plain text.	{{note.contents_text}}
{% endfor %}
Assignee org custom field	Use this format to reference assignee custom organization fields.	{{case.assignee.organization.custom_fields.[keyname].title}} : {{case.assignee.organization.custom_fields.[keyname].value}}
CREATOR
Creator ID	The creator's user ID number.	{{case.creator.id}}
Creator first name	The creator's first name.	{{case.creator.first_name}}
Creator last name	The creator's last name.	{{case.creator.last_name}}
Creator full name	The creator's first and last name.	{{case.creator.name}}
Creator role	The creator's user role.	{{case.creator.role}}
Creator tags	A comma-separated list of the creator's tags.	{{case.creator.tags}}
Creator signature	The creator's signature. Only creators with the agent user role can have signatures.	{{case.creator.signature}}
Creator locale	The creator's selected language.	{{case.creator.locale}}
Creator Facebook	The creator's primary Facebook account.	{{case.creator.facebook}}
Creator Twitter	The creator's primary Twitter account.	{{case.creator.twitter}}
Creator email	The creator's primary email address.	{{case.creator.email}}
Creator phone	The creator's primary phone number.	{{case.creator.phone}}
Creator custom field	Use this format to reference creator custom fields.	{{case.creator.custom_fields.[keyname].title}} : {{case.creator.custom_fields.[keyname].value}}
Creator org ID	The creator's organization ID number.	{{case.creator.organization.organization.id}}
Creator org name	The creator's organization name.	{{case.creator.organization.organization.name}}
Creator org notes	Lists the creator's organization notes.	{{case.creator.organization.organization.notes}}
Creator org tags	A comma-separated list of creator organization tags.	{{case.creator.organization.organization.tags}}
LAST REPLIER
Last replier ID	The last replier's user ID number.	{{case.last_replier.id}}
Last replier first name	The last replier's first name.	{{case.last_replier.first_name}}
Last replier last name	The last replier's last name.	{{case.last_replier.last_name}}
Last replier full name	The last replier's first and last name.	{{case.last_replier.name}}
Last replier role	The last replier's user role.	{{case.last_replier.role}}
Last replier tags	A comma-separated list of last replier tags.	{{case.last_replier.tags}}
Last replier signature	The last replier's signature. Only last repliers with the agent user role can have signatures.	{{case.last_replier.signature}}
Last replier locale	The last replier's selected language.	{{case.last_replier.locale}}
Last replier Facebook	The last replier's primary Facebook account.	{{case.last_replier.facebook}}
Last replier Twitter	The last replier's primary Twitter account.	{{case.last_replier.twitter}}
Last replier email	The last replier's primary email address.	{{case.last_replier.email}
Last replier phone	The last replier's primary phone number.	{{case.last_replier.phone}}
Last replier org ID	The last replier's organization ID number.	{{case.last_replier.organization.id}}
Last replier org name	The last replier's organization name.	{{case.last_replier.organization.name}}
Last replier org tags	A comma-separated list of the last replier organization tags.	{{case.last_replier.organization.tags}}
Last replier org notes	Lists the replier's organization notes.	{% for note in case.last_replier.organization.notes %}
Note created at	The note creation timestamp.	{{note.created_at}}
Note creator identity	The note creator's email address.	{{note.creator_identity}}
Note creator name	The note creator's name.	{{note.creator.name}}
Note content in text	The note's content in plain text.	{{note.contents_text}}
{% endfor %}
Last replier custom field	Use this format to reference last replier custom fields.	{{case.last_replier.custom_fields.[keyname].title}} : {{case.last_replier.custom_fields.[keyname].value}}
Last replier custom organization field	Use this format to reference last replier custom organization fields.	{{case.last_replier.organization.custom_fields.[keyname].title}} : {{case.last_replier.organization.custom_fields.[keyname].value}}

 

Organization Placeholders

Organizations group users together, and collect all of the members' conversations, activities, and events in a single timeline.

The table below lists all of Kayako's organization's placeholders.

NAME	DESCRIPTION	PLACEHOLDER
Organization ID	The organization ID number.	{{case.organization.id}}
Organization name	The organization name.	{{case.organization.name}}
Organization tags	A comma-separated list of the organization's tags.	{{case.organization.tags}}
Custom organization field	Use this format to reference custom organization fields you’ve created.	{{case.organization.custom_fields.[keyname].title}} : {{case.organization.custom_fields.[keyname].value}}

 

Update Event Placeholders

Update event placeholders reference the date, time, and user that last updated a conversation.
The table below lists all of Kayako's update event placeholders.

 

NAME	DESCRIPTION	PLACEHOLDER
Is updated during teams business hours	Set to true (i.e., 1) if the conversation was updated during its team's business hours.	{{case.update.in_business_hours}}
Is updated during a holiday	The holiday name the conversation was updated.	{{case.update.current_holiday_name}}
Updated via channel	The channel over which the conversation was updated, such as Twitter, Facebook, email, or API.	{{case.update.via_channel}}
Case created at	When the conversation was initially created.	{{case.created_at}}
Case updated at	The timestamp when the conversation was last updated.	{{case.updated_at}}
Last agent activity at	The timestamp when the last agent updated the conversation.	{{case.last_agent_activity_at}}
Last customer activity at	The timestamp when the customer last updated the conversation.	{{case.last_customer_activity_at}}
Last updated by ID	Identifies the last user that updated the conversation by ID number.	{{case.last_updated_by.id}}
Last updated by first name	Identifies the last user that updated the conversation by their first name.	{{case.last_updated_by.first_name}}
Last updated by last name	Identifies the last user that updated the conversation by their last name.	{{case.last_updated_by.last_name}}
Last updated by full name	Identifies the last user that updated the conversation by their first and last name.	{{case.last_updated_by.name}}
Last updated by role	Identifies the last user that updated the conversation by their user role.	{{case.last_updated_by.role}}
Last updated by tags	Identifies the last user that updated the conversation by tags.	{{case.last_updated_by.tags}}
Last updated by signature	Identifies the last user that updated the conversation by their signature.	{{case.last_updated_by.signature}}
Last updated by locale	Identifies the last user that updated the conversation by their language.	{{case.last_updated_by.locale}}
Last updated by Facebook	Identifies the last user that updated the conversation by their primary Facebook account.	{{case.last_updated_by.facebook}}
Last updated by Twitter	Identifies the last user that updated the conversation by their primary Twitter account.	{{case.last_updated_by.twitter}}
Last updated by email	Identifies the last user that updated the conversation by their primary email address.	{{case.last_updated_by.email}}
Last updated by phone	Identifies the last user that updated the conversation by their primary phone number.	{{case.last_updated_by.phone}}
Last updated by org ID	Identifies the last user that updated the conversation by their organization ID number.	{{case.last_updated_by.organization.id}}
Last updated by org name	Identifies the last user that updated the conversation by their organization name.	{{case.last_updated_by.organization.name}}
Last updated by org tags	Identifies the last user that updated the conversation by their organization tags.	{{case.last_updated_by.organization.tags}}

 

Related Articles

Below are some basic real-life solutions to issues where placeholders are used in conversation replies, email notifications, and email templates. You can copy these examples and use them for your conversations right away.

• Modifying Default Notifications and Satisfaction Survey Emails
• Using Automation and Placeholders to Acknowledge New Conversations 
• Using Placeholders to Insert the Latest Previous Public Post in Agent Replies
• Using Placeholders to Customize the Notification Email Sent to a Conversation Assignee
• Sending Custom Satisfaction Survey Using a Different Language