Using dynamic content in messaging triggers

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<p class="p">You can add dynamic content placeholders to the Send message to customer action in your
messaging triggers, allowing you to localize these responses and deliver them in your
end user’s preferred language through your web and mobile messaging channels.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="dynamic_content_messaging_triggers__ul_enc_vw1_p2c">
<li class="li"><a class="xref" href="#topic_pm5_4w1_p2c">About dynamic content in messaging triggers</a></li>
<li class="li"><a class="xref" href="#topic_c2z_4w1_p2c">Using dynamic content in the Name of agent field</a></li>
<li class="li"><a class="xref" href="#topic_plf_pw1_p2c">Using dynamic content in the sent message</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pm5_4w1_p2c">
<h2 class="title topictitle2" id="ariaid-title2">About dynamic content in messaging triggers</h2>
<div class="body">
<p class="p">In messaging triggers, you can only use dynamic content with the <em class="ph i">Send message to
customer</em> action in the Name of agent field and the message text sent to the
end user.</p>
<p class="p">To use dynamic content in a messaging trigger:</p>
<div class="p">
<ul class="ul" id="topic_pm5_4w1_p2c__ul_cvq_jx1_p2c">
<li class="li">Your account must be on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6041628932250" target="_blank">improved messaging backend</a>
</li>
<li class="li">You’ll need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066#topic_qcy_eci_je" target="_blank">create the dynamic content item</a>,
and note the item’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066#topic_enk_bdi_je" target="_blank">placeholder</a>.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When a dynamic content placeholder used in a messaging trigger is deleted, the
content configured in the dynamic content will not be seen by the end user.
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_c2z_4w1_p2c">
<h2 class="title topictitle2" id="ariaid-title3">Using dynamic content in the Name of agent field</h2>
<div class="body">
<p class="p">The Name of agent field is required when using the Send message to customer action.
It defines the name that appears above the sent message in the conversation:</p>
<p class="p"><img class="image" id="topic_c2z_4w1_p2c__image_khf_xy1_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_name.png"></p>
<p class="p">By including the dynamic content placeholder in the Name of agent field, the agent
name can be selected based on the customer’s language setting.</p>
<p class="p"><strong class="ph b">To use dynamic content in the Name of agent field</strong></p>
<div class="p">
<ol class="ol" id="topic_c2z_4w1_p2c__ol_okf_qz1_p2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_c2z_4w1_p2c__d7e1413" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_w1p_vpn_q5b" target="_blank">Create and customize the trigger</a>,
selecting the <em class="ph i">Send message to customer</em> action.</li>
<li class="li">In the Name of agent field, enter the placeholder for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066#topic_qcy_eci_je" target="_blank">dynamic content item</a> you created
for localizing agent names, for example <code class="ph codeph">{{dc.agent_name}}</code>. </li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_plf_pw1_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Using dynamic content in the sent message</h2>
<div class="body">
<p class="p">The Message field is where you define the text sent to a customer in the Send message
to customer action.</p>
<p class="p"><img class="image" id="topic_plf_pw1_p2c__image_mdk_c1b_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_message.png"></p>
<p class="p">You can use a dynamic content placeholder to define all or part of the message
content. For example, you can create a generic greeting as a dynamic content item,
with variants for all of your supported languages. The message will appear in your
customer’s language setting.</p>
<p class="p"><strong class="ph b">To use dynamic content in a sent message</strong></p>
<div class="p">
<ol class="ol" id="topic_plf_pw1_p2c__ol_j5w_d1b_p2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_plf_pw1_p2c__d7e1413" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_w1p_vpn_q5b" target="_blank">Create and customize the trigger</a>,
selecting the Send message to customer action.</li>
<li class="li">In the Message field, enter the message you want to send in your messaging
conversation, and include any dynamic content placeholder you like.</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
</div>
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