Introduction: 


LivePerson enables you to add macros to the email templates. This allows you to save time and effort while creating user-specific personalized emails.  

Instructions:


To add macros to the email templates:
  1. Open the email template  to which you want to add the macro
  2. Select a location in your email template and enter the required macro (from the list below)
emptyStringNOTE: The macros will be displayed only if their values are provided.  The available macros are:

Current Ticket Macros
These macros take existing details from the entire ticket
$!{ticket.id}
Displays the ticket number of the current ticket.
$!{ticket.subject}
Displays the original subject of the first email (retrieved from the first message).
$!{ticket.outemail.name}
Displays the virtual sender name for outgoing responses (taken from skill).
$!{ticket.outemail.email}
Displays the virtual sender email address for outgoing responses (taken from skill).
$!{ticket.skill}
Displays the skill of current ticket.
$!{ticket.feedbacklink}
Displays a link to the default Ticket Satisfaction Survey.
$!{ticket.feedbacklink.surveyname}
Displays a link to a non-default Ticket Satisfaction Survey.
$!{ticket.vars.udename}
Displays the Value of custom variable (udename) associated with the ticket.
 
Last Message Macros
These macros take values from the last incoming message
$!{ticket.lastmessage.subject}
Displays the subject from last incoming message.
$!{ticket.lastmessage.content}
Displays the content from the body of the last incoming email.
$!{ticket.lastmessage.vars.ude-name}
Displays the value of udename from the last message (of this ticket) if there is one. Can be used to take answers from the incoming message form.
$!{ticket.lastmessage.from.email}
Sender email address for the last incoming message in this ticket
$!{ticket.lastmessage.from.name}
Sender name for the last incoming message in this ticket
$!{ticket.lastmessage.tkt_phoneNumber}
Phone Number (if supplied in webform)
(not currently available)
 
Primary Contact Macros
Properties of the sender of the first incoming message

$!{ticket.primarycontact.identifier}
Displays the sender name from the first incoming message.
$!{ticket.primarycontact.email}
Displays the Sender email from the first incoming message.
$!{ticket.primarycontact.vars.udename}
displays the value of custom variable (udename) associated with the sender of the first incoming message
 
Previous Ticket Message Macros
These properties cannot be used as they appear below. These require that you set them up in a "loop" or get in order to retrieve the value.

$!{ticket.messages.subject}
Subject
$!{ticket.messages.content}
Last message content (body)
$!{ticket.messages.vars.ude-name}
Will be replaced by the value of udename from the last message (of this ticket) that has such a ude-name
$!{ticket.messages.from.email}
Sender email address for the last incoming message
$!{ticket.messages.from.name}
Sender name for the last incoming message
$!{ticket.message.to.email}
‘To’ addresses for last incoming message
$!{ticket.message.cc.email}
‘CC’ addresses for last incoming message
 
Last Contact Macros
Properties of the sender of the last incoming message
$!{ticket.lastcontact.identifier}
Displays the last sender's name.
$!{ticket.lastcontact.email}
Displays the last sender's email address.
$!{ticket.lastcontact.vars.varname}
Displays the value of a custom variable (varname) associated with Sender of last incoming message.
 
Operator Macros
Properties of the agent handling the ticket

$!{operator.displayname}
Display Name of the operator
$!{operator.email}
Operator Email
$!{operator.nickname}
Nickname of the operator
$!{operator.loginname}
Operator’s login name
$!{operator.employeeID}
Employee ID as defined in the user's profile
 
Contact Details
Lost Password Templates only
$!{contact.identifier}
Contact name
$!{contact.email}
Email address of the contact
$!{contact.password}
Password for this user
$!{contact.uniqueid}
Unique ID for the contact
 
Secure Email Macros
$!{ticket.inbox.url}
The URL of a specific ticket in the secure inbox
$!{ticket.sinbox.url}
The secure URL of a specific ticket in the secure inbox