Automation supports variables in self-service flows. You can use variables from Orchestration in messages for Voice, Messaging, and Chat channels in Automation. For example, to make an addressed announcement, you can populate the customer's name and surname from Orchestration. If the value is unavailable in Orchestration, Automation uses a default value that you configure for the variable. For example, instead of a name and surname, Automation can say "dear customer".
To use Orchestration variables in a self-service flow, do the following:
In Automation: Create and configure variables in a self-service flow. The variables are specific to the self-service flow where you create it. Publish the self-service flow in Automation to make the variables available in Orchestration.
Note:
Automation creates the read-only variables by default for every self-service flow. You cannot delete the read-only variables. The queues and attributeList variables are the read-only variables with the scope input. Automation creates queues and attributeList variables for all the self-service flows you load in Orchestration in a Start Automation task.
In Orchestration: Configure the variables in the Input Variables field of the Start Automation task.
In a message, type a variable name or space in double curved brackets:
{{ }} and select the variable from the list.
Automation supports the following variable types:
Input: The input variables type supports Orchestration passing the variable data to Automation. You cannot use object and array variable types in messages.
Private: The value of the variable is encrypted and is not stored, logged, or traced within Automation.
Output: The output variables type supports Automation passing the variable data to Orchestration. Output variables you receive from Automation are also the cache variables that you can use in downstream tasks such as REST API. You cannot use object and array variable types in messages.
