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1. Variables

Variables are placeholders that can hold a value and can be used to store user input, data from external systems, or any other relevant information that needs to be saved and used later in the bot conversation. Variables help in creating dynamic and personalized bot conversations.

For example, let's sya that you want to create a chatbot that greets users by name. You can use a variable to store the user's name and then use it later in the conversation.

For example,

Hello {{user_name}}, how can I help you?

The following table consists of various data types that are supported by variables, along with their examples.

Data TypeDescriptionExample
NumberFor storing numbers, including floating-point numbers.10, 3.14, -15
StringFor storing alphanumeric characters.'Harry', 'PAN9856', '123starbucks'
ObjectFor storing batch data such as database, API responses, or results from a date prompt.{"Name": "Ron", "Phone": 9980808080, "Age": 40}
ArrayFor storing a list of multiple values of different data types.[1,2,3,"Text"], ["india", "+91"]
BooleanFor storing logical data with true or false values (1/0).true, false

Ensure you add the data type values in the format mentioned here, for example, if you're storing a string value it should be within ''

2. Types of variables

There are 4 different types of variables offered by They are:

  1. Custom variables
  • Journey(flow level variables)
  • Global(bot level variables)
  1. System variables
  2. Config variables
  3. User properties

2.1 Custom Variables

Custom Variables are variables created by bot builders to meet their specific business requirements. They are further divided into two types: Journey Variables and Global Variables.

  • Journey Variable: A Journey Variable is accessible only within the journey for which it was created. It stores values related to a specific user journey and can be used only within that journey.
  • Global Variable: A Global Variable, on the other hand, is accessible across journeys and can be used in APIs.

These variables store values only within a session. Click here to know more about sessions.

In the following example, Email is stored as a Global Variable (as it remains unchanged throughout the bot). In contrast, the State_ride variable (which stores the departure location) is a Journey Variable because the user is directed to a different flow where this information is no longer needed.

Custom Variables Example

2.2 System Variables

System variables are pre-defined variables that store information about the user session, conversation, and bot configuration. They're available by default in the platform and can be used across bot flows to personalize the conversation and provide relevant information to the user.


The variable names cannot be altered, and new variables cannot be added to this category.

The following are the system variables available on the platform:

VariableData typeUse
sourcestringReturns the channel from which the message was sent.
senderstringReturns the sender ID. For example: mobile number for WhatsApp.
profileobjectReturns the user’s profile as an object.
pageUrlstringReturns the URL of the user's current page.
sentimentobjectReturns the sentiment of the user message- positive, negative, or neutral.
sessionMessageLogUrlstringReturns a URL to the chat’s transcript.
dateobjectReturns the current date and time.
channelProfilestringReturns profile ID of the user in that specific channel.
channelProfileNamestringReturns the profile name of the user in that specific channel.

{{{system_variable_name}}} notation is used to access system variables.


You can access the user profile using this syntax: {{{profile.field_name}}}.

The following fields are available in the user profile object:

  • city
  • country
  • country_code
  • firstTime (if the user is visiting the bot for the first time)
  • ip
  • latitude
  • longitude
  • name (generated user name)
  • region

To know more, see System user properties.

2.3 Config Variables

Config variables are used to store a wide range of information, including API keys, URLs, database connection strings, and other configuration settings that are used throughout the bot flow. By storing these values in Config Variables, bot builders can easily update them in the platform without modifying any code.

For example, suppose that a bot needs to connect to a specific external API. Rather than hardcoding the API key directly into the bot's code, bot builders can create a Config Variable called api_key and store the value there. If the API key ever needs to be updated, the bot builder can simply modify the value of the api_key Config Variable in the platform, without needing to make any changes to the bot's code.

2.4 User Properties

User Properties are variables that store information about each individual user interacting with the bot. These properties are stored directly in User 360 help personalize the user's experience and can be used to make decisions about which messages or actions to display. Examples of User Properties include name, email address, and location.


To create new user properties, click here for the steps.

3. Create a Variable


Only Custom and Config variables can be added, while System Variables and User Properties are predefined and cannot be modified.

  1. Go to Studio and click the variable icon on the left.

  1. Click the peferred tab(Custom/Config), if Custom, choose Journey variables or Global variables and click +Add Variable.

  1. Enter your preferred Variable name and select the respective Data type for the variable.
  1. Based on the chosen data type, the sample Value will be displayed automatically. Custom values to be stored in that variable can also be added.
  2. Click +Add.

3.1 Create a Variable via nodes

You can also create global variables through nodes and those variables can be used in any flow or node.


You can create variables only from Prompt and Action nodes.

To create a variable via nodes:


We recommend using new variables to store data rather than reusing existing ones, as the values may get overwritten.

  1. Select Flows > Create flow. To know more about creating flows, click here.
  2. While creating a flow, if you want to store a user response in a variable and that variable does not exist, you can create a new variable via node by clicking Store Response in > Select variable.

  1. Click Create new variable.
  1. Add the variable name and datatype, and click Add. This global variable can be used in any node/flow.

4. Store and retrieve data using variables

Variables can be used to store data, which can then be retrieved and displayed to end users.

4.1 Store data in variables

Action nodes and Prompt nodes can be used to store the data in variables.

4.1.1 Store the response of a node

  1. Click Store Response In option at the bottom of the action/prompt node.
  2. A list of journey/global variables and user properties will be displayed, from which you can choose the appropriate variable to store the user's response.
  3. Select the variable that you want to use and save the changes.

When the bot asks a question and the user responds, the response will be stored in the selected variable, such as name or phone.

  1. Only names of the existing variables are displayed on the store response in dropdown.

  2. Create a new variable if you want to add more variables to the dropdown.

  3. Variables can also be stored with the help of a variable node in the flow.

4.2 Retrieve data from variables

A bot variable can be accessed and used inside any node using the notation {{{variables.variable_name}} or by clicking the variables icon.


Journey and Global variables get expired after 48 hours of inactivity.

Data entered in a variable is stored in a specific node and can be retrieved using the same variable in another node. The following is a sample screenshot of a Bot that illustrates the use of variables: 

drawing### 4.3 Variable Datatypes

Different prompts and action nodes return responses in various formats and data types. Refer to the tables below to understand what types of variables can be stored in each node.


Prompt NodesVariable Datatype
Quick Repliesstring
Whatsapp Liststring


Action NodesVariable Datatype
APIobject, array, number, string
Database (search)array
Functionobject, array, number, string
Outbound Notificationobject, array, number, string
Notification Statusobject, array, number, string
Raise ticketobject, array, number, string
Modifierobject, array, number, string
Document Searchobject, array, number, string
Set Languageobject, array, number, string
Send OTPobject, array, number, string
Verify OTPobject, array, number, string
Paymentobject, array, number, string
Generate PDFobject, array, number, string

5. Access array/object variables

Accessing string and number data types is simple, but it can be slightly different for array and object data types. For instance, in the API action node example, the stored response is not a simple string or number value.

Consider the following response from a weather API , this consists of an object and array with different indexing.

"coord": {
"lon": 77.2167,
"lat": 28.6667
"weather": [
"id": 761,
"main": "Dust",
"description": "dust",
"icon": "50d"
"base": "stations",
"main": {
"temp": 32.54,
"feels_like": 30.55,
"temp_min": 32,
"temp_max": 33,
"pressure": 1002,
"humidity": 21
"visibility": 3500,
"wind": {
"speed": 3.09,
"deg": 260,
"gust": 8.23
"clouds": {
"all": 0
"dt": 1617278187,
"sys": {
"type": 1,
"id": 9161,
"country": "IN",
"sunrise": 1617237667,
"sunset": 1617282517
"timezone": 19800,
"id": 1273294,
"name": "Delhi",
"cod": 200

To access the fields and index of a JSON object or array stored in a variable, follow these steps:

  • To access fields, use {{variables.variable_name.field_name}}, which can be nested for deeper fields.

For example, {{variables.API_var.main.temp}} can access the temp field.

  • To access array values, use keys.

For instance, to access the weather description from the above response, use {{}} because the value is inside an array and is the first value (0th index).