Workflow values overview

This article will provide information on the values available in Workflow (Contexts). These values can be used to populate data fields or make decisions.

You can check values are available on different Workflow Trigger types here.

Available Values


  • User.Id – Unique Id of a user (String)
  • User.Forename – Forename of a user (String)
  • User.Surname – Surname of a user (String)
  • User.Data – Data set against a user (List)

User State Change

  • UserState.User – UserId of the User that changed state (String)
  • UserState.State – The state a user has changed to (String)


  • Rule.Id – Id of the Media Account rule (Guid)
  • Rule.Name – Name of the Media Account rule (String)
  • Rule.MediaAccount – Id of the Media Account the rule belongs to (Guid)

Interaction Queue Change

  • InteractionQueueChange.PreviousId – Id of the queue an interaction has been moved from (Guid)
  • InteractionQueueChange.PreviousName – Name of the queue an interaction has been moved from (String) 
  • InteractionQueueChange.ChangedBy – User who changed the interaction of the queue
  • InteractionQueueChange.Id – Id of the queue an interaction has been moved to (Guid) 
  • InteractionQueueChange.Name – Name of the queue an interaction has been moved to (String)  

Interaction Queue

  • InteractionQueue.Id – Id of the queue the interaction belongs to (Guid)
  • InteractionQueue.Name – Name of the queue the interaction belongs to (Name)


  • Profile.Id – Unique ID of the Profile (Guid)
  • Profile.Data – Data associated with the Profile (List Dynamic Data)
  • Profile.Name – Name of the profile (String)
  • Profile.Originators – Originator Ids linked within the profile (List Guid)


  • Person.Email.Address – Email Address of an email customer (String)
  • Person.Email.Name – Name of an email customer (String)
  • Person.Facebook.FacebookId – Facebook specific Id of a Facebook customer (Guid)
  • Person.Facebook.Name – Name of a Facebook customer (String)
  • Person.Phone.PhoneNumber – Number of phone customer (String)
  • Person.Trustpilot.Name – Name of a Trustpilot customer (String)
  • Person.Twitter.ScreenName – Display name of a Twitter customer (String)
  • Person.Twitter.Description – Twitter customers bio description (String)
  • Person.Twitter.Followers – Number of followers a Twitter customer has (Integer)
  • Person.Twitter.Name – Name of a Twitter customer (String)
  • Person.Vk.Name – Name of a VK Customer (String)
  • Person.WebChat.EmailAddress – Email address of a WebChat customer (String)
  • Person.WebChat.Name – Name of a WebChat customer (String)
  • Person.WhatsApp.PhoneNumber – Number of a WhatsApp customer (String)
  • Person.WhatsApp.Name – Name of a WhatsApp customer (String)

Echo. can added to each of these to obtain the same information on a message level for example Echo.Person.Email.Address.

Interaction Note

  • InteractionNote.UserId – Id of the user who added the note (String)
  • InteractionNote.Create – The time the note was created (DateTime)
  • InteractionNote.Text – The content of the note (Text)

Media Account

  • MediaAccount.Id – Id of a Media Account
  • MediaAccount.Name – Name of a Media Account


  • Interaction.Id – Id of an Interaction (Int64)
  • Interaction.QueueId – Id of the Queue an Interaction is in (Guid)
  • Interaction.DatasetId – Id of the Data Set used on an Interaction (Guid)
  • Interaction.Added – Time an Interaction was added to the Queue (DateTime)
  • Interaction.Closed Time an Interaction was closed (Nullable DateTime)
  • Interaction.Data – Data set against an Interaction (List Dynamic Data)
  • Interaction.UnitOfWork – The current User assigned to an interaction (String)
  • Interaction.LastUnitOfWork – The previous user assigned to an interaction (String)
  • Interaction.Profile – Profile Id related to an Interaction (Guid)
  • Interaction.Conversations – List of Conversation Ids in an Interaction (List Guid)
  • Interaction.LatestConversationId – Id of the latest Conversation in an Interaction (Guid)
  • Interaction.InteractionState – State an Interaction is in (String)

Unit Of Work

  • UnitOfWork.User – User currently assigned to an Interaction (String)
  • UnitOfWork.Started – The time an Interaction was assigned to a user (Nullable DateTime)
  • UnitOfWork.Ended – The time an Interaction was unassigned from a user (Nullable DateTime)

Interaction State

  • InteractionState.State – The state of an interaction (String)
  • InteractionState.Changed – The time the state of an Interaction was last changed (DateTime)


  • Echo.Id – The unique Id of a message (Guid)
  • Echo.BatchIds – Group oof unique Ids associated with a message (List Guid)
  • Echo.Person – Information regarding the customer (See person model)
  • Echo.Created – The time the messages was created (DateTime)
  • Echo.Channel – The channel of a message (Channel)
  • Echo.Sender – Who the message was sent by (String)
  • Echo.Body – The contents of the message (String)
  • Echo.IsPrivate – If the message is part of a private conversation (Boolean)
  • Echo.AutoResponseDetected – if the message is an autoresponse (Boolean)
  • Echo.Content – The content used in a message (List Content)
  • Echo.AttachmentName – Name of any attachments that have been added to the message (List String)
  • Echo.IsAutomated – If the message is automated (Boolean)

For Email messages only:

  • Echo.Importance – The importance of an email message (Importance)
  • Echo.Subject – The subject of an email (String)
  • Echo.From – Who an email message is from (String)
  • Echo.To – Who an email message has been sent to (String)
  • Echo.Cc – CC addresses included in an email message (String)
  • Echo.FullBody – The full thread of an email message (String)

For Facebook messages only:

  • Echo.Type – The type of Facebook message (FacebookEchoType)
  • Echo.Tags – The tags included in the Facebook Message (List Tags)
  • Echo.Source – The source of the Facebook Message (String)

For Trustpilot Messages only:

  • Echo.ReferralEmail – Referral email of the reviewer (String)
  • Echo.ReferenceId – Id given to the review (String)
  • Echo.Source – The source of the review (String)
  • Echo.ReviewRating – The rating given to a review (Integer)
  • Echo.ReviewTags – Tags associated with the review (List String)
  • Echo.Review.Title – Title of the review (String)

For Twitter Messages only:

  • Echo.Type – The type of Twitter message (TwitterEchoType)
  • Echo.Tags – The tags included in a Twitter Message (List Tags)


  • Conversation.Id – Unique Id of a Conversation (Guid)
  • Conversation.Channel – The channel of a Conversation (Channel)
  • Conversation.Person – Information on the customer in the conversation (See Person model)
  • Conversation.IsPrivate – Is the Conversation private (Boolean)
  • Conversation.MediaAccountId – The account used in the conversation (Guid)
  • Conversation.Data – Data set against a conversation (List Dynamic Data)
  • Conversation.Content – Content that has been used in a conversation (List Content Usage)
  • Conversation.EchoCount – The number of messages in a conversation (Integer)
  • Conversation.LastInboundEcho – The time of the last inbound message on a conversation (Nullable DataTime)

For Email Conversations Only:

  • Conversation.Subject – The subject of an email conversation(String)
  • Conversation.From – Who an email conversation is from (String)
  • Conversation.To – Who an email conversation is with (String)
  • Conversation.Cc – CC addresses included in an email conversation (String)
  • For Facebook Conversations Only:
  • Conversation.FacebookConversationId – The Facebook ID for the conversation (String)
  • Conversation.PostId – Facebook ID relating the post (String)
  • Conversation.ReplyId Facebook ID relating to the reply (String)

For Trustpilot Conversations Only:

  • Conversation.ReviewId – The Trustpilot review Id of a conversation (String)

For Twitter Conversations Only:

  • Conversation.ScreenName – The name of a Twitter customer in the a conversation (String)
  • Conversation.InReplyTo – The conversation that is being replied to in the current conversation (String)

For Telephony/Voice Conversations Only:

  • Conversation.CallAnswered – The time a call was assigned (Nullable DateTime)
  • Conversation.CallEnded – The time a call was ended (Nullable DateTime)

Address Book

  • AddressBookEntry.Name – The Name of an address book entry (String)
  • AddressBookEntry.Contacts – Contact values for all address book entries (List of Contacts)

Dynamic Data

  • DynamicData.Data – Object of the data (Object)
  • DynamicData.Type – The type of data (TypeStub)
  • UpdatedDynamicDataTypeUser – The user that has updated a piece of Dynamic Data (String)
  • UpdatedDynamicDataType – The piece of data that has been updated (Guid)


  • Content.Id – The ID of a piece of content (GUID)
  • Content.Name – The name of a piece of content (String)
  • Content.Variations – The variations that are part of a content item (ContentStub)
  • Conversation.ContentUsage.Id – The ID of a piece of content used in a conversation (Guid)
  • Conversation.ContentUsage.Name – The name of a piece of content used in a conversation (String) 
  • Conversation.ContentUsage.Variations – The variations of a piece of content used in a conversation (ContentStub) 
  • Conversation.ContentUsage.Usage – The usage of a piece of content used in a conversation (Integer) 

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