Attributes let you define custom ticket properties and customer properties. With the help of attributes, you will be able to store relevant information at any given point in time. This information can, in turn, be used to display conditional logics or for passing the stored value to another application using APIs.


Common use cases:

  1. When you get a certain input from the customer at multiple points in a bot flow, you can store the latest value entered by the customer in an attribute.
    For example, if you’re an e-commerce platform, a customer might need help with their order status, refund, returns, etc. Irrespective of the issue that your customers need help with, you’ll expect them to input their order ID. We can store the order ID in an attribute and use it directly in a single API call.

  2. In WhatsApp, the customer usually enters a numeric input to choose an option in the bot flow. We can use attributes to store the option the customer selected.
    For example, the bot flow that you’ve set up asks your customer to press 1 for New Bookings and 2 for Cancellations. Based on your customer, they will either press 1 or 2 to create a ticket for that purpose. While creating the ticket, you can pass the request type to Freshdesk. Declare an attribute for “Type”, and store the relevant value, based on the choice of the customer.

Other use cases include storing customer preferences, passing key values to trigger automations or workflows in a different system, or temporarily storing values during computational events.

How to declare attributes:

  • Click on the dialog in which you want to declare an attribute > Actions tab > New action. 

  • Select Add attribute from the dropdown. The attribute can be stored either for the ticket/conversation or for the customer. Select the relevant value.

  • Declare your Attribute key. This is for your reference only. Declare the Attribute value associated with the key. It can be a static or a dynamic value. 

How to use attributes:

  • Click on the + sign in the text editors.
  • Select Placeholder > Session Extra Information

  • Enter the attribute key that you entered while declaring the attribute. Please note that the variable is case sensitive. In our example, that would be "type".


Please write to if you have any more questions. We'll be happy to help you.