Quick reply variables

Seven variables exist, in three groups. They are replaced when a quick reply is applied to a conversation, using that conversation’s contact, that conversation’s page, and the person applying it. A variable whose value cannot be found is replaced with an empty string, with one exception noted below. Nothing is ever raised as an error. Variables are case-sensitive and must be written exactly as shown.

Summary

Variable	Group	Replaced with
#{FULL_NAME}	Customer	The contact’s full name
#{FIRST_NAME}	Customer	The contact’s first name
#{LAST_NAME}	Customer	The contact’s last name
#{PAGE_NAME}	Connection	The name of the page the conversation belongs to
#{STAFF_NAME}	User	The full name of whoever applies the quick reply
#{STAFF_FIRST_NAME}	User	Their first name
#{STAFF_LAST_NAME}	User	Their last name

#{FULL_NAME}

• Group: Customer
• Replaced with: the contact’s full name
• When unknown: empty

Hi #{FULL_NAME}, thanks for getting in touch.

#{FIRST_NAME}

• Group: Customer
• Replaced with: the contact’s first name
• When unknown: empty

#{LAST_NAME}

• Group: Customer
• Replaced with: the contact’s last name
• When unknown: empty

#{PAGE_NAME}

• Group: Connection
• Replaced with: the name of the page the conversation belongs to
• When unknown: the variable is left as written

Thanks for messaging #{PAGE_NAME}. We reply within one business day.

#{STAFF_NAME}

• Group: User
• Replaced with: the full name of the person applying the quick reply
• When unknown: empty

For an account that signs in by email with no Facebook profile attached, the account’s own full name is used.

#{STAFF_FIRST_NAME}

• Group: User
• Replaced with: the first name of the person applying the quick reply
• When unknown: empty

For an email-only account the first word of the account’s full name is used.

#{STAFF_LAST_NAME}

• Group: User
• Replaced with: the last name of the person applying the quick reply
• When unknown: empty

For an email-only account everything after the first word of the account’s full name is used.

Notes

• Substitution happens when the quick reply is applied, not when it is saved, so the same saved text personalises differently in every conversation.
• Every occurrence of a variable in one message is replaced, not just the first.
• A failure while resolving a value does not fail the whole reply. The composer is filled with whatever was substituted up to that point, so an unreplaced token in a draft means a lookup did not complete.
• The variable picker in the quick reply form shows a Choose time group. It contains no variables.
• A gender variable is coming soon. AFP does not record a contact’s gender yet, so a phrase that varies by gender is not something a quick reply can do today.
• Variables are not available anywhere else. Campaign message nodes have their own configuration; see Node types.

Related

• Save and reuse replies — creating and using quick replies.
• Contact fields — where the customer name and gender come from.
• Read and reply in the inbox — the composer that applies them.