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  1. Kayako AI
  2. Components
  3. Help Center (Advanced)

Help Center Template Placeholders

Overview

Kayako's Help Center Template Placeholders allow you to customize your Kayako Help Center. Kayako has the following templates that can be customized with Help Center Placeholders, the Master template, Home, Category, Section, Article, Login, Signup, Profile, conversation new, conversation view, conversation list, and Search pages. Also, you can define your own CSS that will override Kayako's CSS.

Information

Template Placeholder variables:

User

Placeholder
Data
Description
[user].id String The Kayako ID for the user
[user].name String The user's full name
[user].first_name String The user's first name (Kayako will try to pick this out by taking the first word from the user's full name)
[user].last_name String The user's last name (Kayako will try to pick this out by taking the last word from the user's full name)
[user].email String The user's primary email identity
[user].twitter String The user's primary Twitter identity
[user].facebook String The user's primary Facebook identity
[user].phone String The user's primary phone identity
[user].locale String The user's locale (e.g. en-US)
[user].role String The user's role label, such as Agent
[user].role_type String The user's role type such as "OWNER", "ADMIN", "AGENT", "CUSTOMER"
[user].is_agent Boolean If user is an agent (OWNER or ADMIN or AGENT)
[user].signature String The user's signature (only your agents will have signatures, though)
[user].time_zone String The user's time zone
[user].avatar String

The user's avatar url like

Eg: https://brewfictus.kayako.com/avatar/get/13166193-f790-5839-86b5-8f0fb5ac074c?1462778997
[user].organization_case_access String The user's case/conversation access level as "conversationED" etc
[user].organization.id String  The user's organization id
[user].organization.name String  The user's organization name
[user].organization.is_shared Boolean   If user's organization is shared

conversation

Placeholder
Data
Description
conversation.id String The Kayako ID of the conversation
conversation.subject String The conversation subject
conversation.channel_type String Channel represents the source from which conversation was originally created. Like MAIL, HELPCENTER, TWITTER, MESSENGER, FACEBOOK
conversation.created_at Timestamp When the conversation was originally created
conversation.updated_at Timestamp When the conversation was last updated 
conversation.conversationer User object The conversationer of the conversation. See User for more
conversation.assignee User object The individual agent who is currently assigned to the conversation. If the field is visible to user
conversation.team.id String The team id to which the conversation is assigned. If the field is visible to user
conversation.team.title String The team name to which the conversation is assigned, If the field is visible to user
conversation.priority.label String The priority label of the conversation, If the field is visible to user
conversation.priority.level Integer The priority level of the conversation, If the field is visible to user
conversation.type.type String The type of the conversation, If the field is visible to user
conversation.type.label String The label of the conversation, If the field is visible to user
conversation.status.label String The label of status of the conversation, If the field is visible to user
conversation.status.type String The state of the conversation, If the field is visible to user
conversation.creator User object The user who created the conversation
conversation.last_replier User object The last replier to the conversation.
conversation.last_replied_at Timestamp When the conversation was last repied by any agent 
conversation.posts Post objects

Contains a collection of all of the postsin a conversation
conversation.custom_fields Field objects conversation field objects
conversation.custom_fields.[key_name].value String conversation field value

Field

Placeholder
Data
Description
field.id String The Kayako ID of the field
field.uuid String Field unique uuid
field.title String Field title
field.description String Field description
field.type String Field type like "TEXT", "SELECT" etc
field.options Field options object  Field option object
field.is_required Boolean If field is required
field.is_editable Boolean If field is editable
field.is_system Boolean If field is system type 
field.regular_expression String If field has regular expression associated
field.created_at

Timestamp

When field was created
field.updated_at Timestamp When field was last modified

Field option

Placeholder
Data
Description
option.id String The Kayako ID of the option
option.uuid String Option unique uuid
option.value String Option value
option.tag String Option tag
option.sort_order Integer Option sort order
field.created_at

Timestamp

When option was created
field.updated_at Timestamp When option was last modified

Post

conversation contains posts (such as emails and Tweets).

Placeholder
Data
Description
post.id String The Kayako ID of the post
post.created_at Timestamp When the post was created 
post.channel_type String Channel represents the source from which conversation was originally created. Like MAIL, HELPCENTER, TWITTER, MESSENGER, FACEBOOK
post.creator User object The author of the post. For example, to reference the name of the person who authored the post, use {post.creator.name}. See User for more
post.contents_text String The plain text formatted version of the contents of the post
post.contents_html String The rich text, HTML formatted version contents of the post.
post.attachments Attachment objects

Contains a collection of Attachments

In email templates, you can loop through all of the attachments in a post using template markup:

{% for attachment in post.attachments %}
   <a href="{{attachment.url}}">Download {{attachment.name}}</a>
{% endfor %}

post.attachment_download_all

 String URL to download all attachments as .zip file
post.participants User object

Contains a collection of participants
post.type String Post type of object like tweet, message etc.

Category

Placeholder
Data
Description
category.id String The Kayako ID of the category
category.title String

The title of category
category.slug String The slug of category
category.description String The description of category

category.display_order

 Integer The display order of category
category.created_at

Timestamp

When category was created
category.updated_at Timestamp When category was last modified

Section

Placeholder
Data
Description
section.id String The Kayako ID of the section
section.title String The title of section
section.slug String The slug of section
section.description String The description of section
section.visibility String The visibility of section like "AGENTS" etc
section.category Category object

The category, section belongs to.

section.creator

 User object The agent who created the section
section.article_order_by String The order of articles in this section like "LATEST", "POPULAR"
section.total_articles Integer The total number of articles belongs to this section
section.created_at

Timestamp

When section was created
section.updated_at Timestamp When section was last modified

Article

Placeholder
Data
Description
article.id String The Kayako ID of the article
article.title String The title of article
article.slug String The slug of article
article.contents String The contents of article
article.keywords String The keywords of article
article.section Section object

The section, article belongs to.

article.creator

 User object The agent who created the article
article.author User object The agent who is author of article
article.attachments Attachment objects

Contains a collection of Attachments

 

article.attachment_download_all

 String URL to download article all attachments as .zip file
article.status String The article status like "PUBLISHED", "DRAFT" 

article.upvote_count

 Integer The article up vote(helpful) count
article.downvote_count Integer The article down vote(not helpful) count
article.views Integer The article views count
article.rank Integer The article rank
article.tags Tag Objects 
{% for tag in article.tags %}
   <a href="{{attachment.url}}">Download {{attachment.name}}</a>
{% endfor %}

article.is_featured

 Boolean If article is featured
article.allow_comments Boolean If commenting is enabled on article
article.total_comments Integer The total number of comments on article
article.created_at

Timestamp

When article was created
article.published_at

Timestamp

When article was published
article.updated_at Timestamp When article was last modified

Comment

Placeholder
Data
Description
comment.id String The Kayako ID of the comment
comment.contents String

The contents of comment
comment.is_html Boolean If the contents is html type
comment.status String The status of comment like "PUBLISHE", "SPAM"

comment.user

 User object The user who created comment
comment.replies Comment objects The replies on comment
comment.is_liked Boolean If logged-in user has liked the comment
comment.like_count Integer The total likes on comment
comment.created_at

Timestamp

When comment was created
comment.updated_at Timestamp When comment was last modified

Comment like

Placeholder
Data
Description
like.id String The Kayako ID of the like
like.user User object

The user who liked comment
like.created_at

Timestamp

When comment was liked

Article vote

Placeholder
Data
Description
vote.id String The Kayako ID of the vote
vote.type String The vote type like "HELPFUL", "NOT_HELPFUL"
vote.user User object

The user who voted an article
vote.created_at

Timestamp

When voted current article
vote.updated_at Timestamp When vote was last modified

conversation from

Placeholder
Data
Description
form.id String The Kayako ID of the form
form.title String From title

 
form.description String From description

form.fields

 conversation field objects Form fields objects
form.created_at

Timestamp

When form was created
form.updated_at Timestamp When form was last modified

Home page:

Following variables are available on home page

Placeholder
Data
Description
categories Category objects All categories for active brand
categories.[category_id].sections Section objects All sections belongs to given category
categories.[category_id].sections.[section_id].articles Article objects 5 articles belongs to given section
categories.[category_id].popular_articles Article objects 5 popular articles belongs to given section
tweets Array List of latest 3 tweet ids from helpcenter configured account
open_conversations conversation objects 3 Latest un-resolved conversations
open_conversations_count Integer Total un-resolved conversations count
is_home Boolean If its home page, this variable can be use to show something if its in common area only when its non-home page

Category page:

Following variables are available on category landing page (/category/category_id-slug)

Placeholder
Data
Description
category Category object Current category object active in url
sections Section objects All sections belongs to current category
sections.[section_id].articles Article objects

3 published articles from given section based on order set for section (Returns pinned/featured article at the top)
ga_category_name String Category name used to send in Google Analytics as dimensions

Section page:

Following variables are available on section page (/section/section_id-slug)

Placeholder
Data
Description
section Section object Current section object active in url
articles Article objects

Paginated(default: 10) articles from given section based on order set for section (Returns pinned/featured article at the top)
ga_category_name String Category name used to send in Google Analytics as dimensions
ga_section_name String Section name used to send in Google Analytics as dimensions

Article page:

Following variables are available on article page (/article/article_id-slug)

Placeholder
Data
Description
article Article object Current article object active in url
comments Comment objects Section description in current active locale, if there is any comment
related_articles Article objects Related articles objects
user_vote Vote object Vote object, If user is logged in an has voted
ga_category_name String Category name used to send in Google Analytics as dimensions
ga_section_name String Section name used to send in Google Analytics as dimensions

conversation form list page:

Following variables are available on conversation form list page (/conversation/new)

Placeholder
Data
Description
forms Form object conversation forms object

conversation form landing page:

Following variables are available on conversation form landing page (/conversation/new/:id)

Placeholder
Data
Description
forms Form object conversation forms object
fields Field objects Fields associated with forms

conversation view page:

Following variables are available on conversation view page (/conversation/view/:id)

Placeholder
Data
Description
conversation conversation object Current conversation object

conversation listing page:

Following variables are available on conversation list page (/conversations)

Placeholder
Data
Description
conversations conversation objects Paginated conversations list of logged in user
conversations.open conversation objects Paginated un-resolved conversations list of logged in user
conversations.closed conversation objects Paginated resolved conversations list of logged in user
conversations.open_total_count Integer Total un-resolved cases of logged in user
conversations.closed_total_count Integer Total resolved cases of logged in user
organization_title Sting Logged in user's organization title

Profile page:

Following variables are available on profile page (/profile/edit)

Placeholder
Data
Description
current_user User object Logged in user resource
system_timezone String Kayako system timezone
timezones array

List of timezones

{% for timezone in timezones %}
 {{timezone.value}} -- {{timezone.text}}

// Output: Pacific/Niue – (GMT-11:00) Niue

{% endfor %}
languages array

List of public locales on Help Center

{% for locale,native_name in languages %}
 {{language.value}} -- {{language.text}}

// Output: en-us – english

{% endfor %}
has_avatar Boolean If user has set avatar in his profile
custom_fields Field objects

User custom fields objects

  • This has some new fields like below
    Array
(
    [industry] => Array
        (
            [id] => 1
            [uuid] => 49bb386b-2dbe-4014-be48-588d0c306a0a
            [key] => industry
            [type] => TEXT
            [title] => Industry
            [customer_title] => Industry
            [description] => 
            [options] => Array
                (
                )

            [is_customer_editable] => 1
            [is_required_for_customers] => 1
            [regular_expression] => 
            [sort_order] => 1
            [is_enabled] => 1
            [created_at] => 2016-05-11T08:51:07+00:00
            [updated_at] => 2016-05-11T08:51:07+00:00
            [value] => 
        )

)

Search page:

Following variables are available on searc page (/search/all)

Placeholder
Data
Description
query String The search term
articles Article object Paginated search result for articles
conversations conversation objects Paginated search result for conversations
conversations_total_count Integer Total search result found for conversations
articles_total_count Integer Total search result found for articles
results_total_count Integer Total search result found
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