Step-by-Step Guide

Step 1: Go to the Variable Configuration Page

① Access “Variables” from the left sidebar menu.

② Click “Custom Variable.”

🎵 System-provided variables will be marked as “System” under “Variable Type” and do not need to be added by the customer.

Step 2: Edit Variable

Fill in the variable name, description, scope of application, and type.

🎵 Why is it necessary to specify the “Scope of Application” as “Email or LiveChat”?

Because some fields are only meaningful within certain scopes. For example, in the Email channel, you might need to extract the customer’s name to address them in replies, but this isn’t necessary in the LiveChat channel.

Step 3: Applying Variables

Currently, variables are primarily applied within Agent configurations (tools can indirectly use AI-identified results, like order numbers). For detailed configuration methods, please click to refer to “Building an Agent“.