Special System Instruction Data

If using the Chat Panel for embedding agents, there are some additional special strings that can be used to alter agent behavior.

{{--customer_id}} - the passed in customer_id assigned in the customer object when the agent was initialized or an empty string

{{--customer_name}} the passed in customer_name assigned in the customer object when the agent was initialized or an empty string

{{--customer_user_id}} the passed in customer_user_id assigned in the customer object when the agent was initialized or an empty string

{{--customer_user_email}} the passed in customer_user_email assigned in the customer object when the agent was initialized or an empty string

{{--email}} the current string in the email input box in the panel

{{--emailValid}} "true" if the current email value is valid, otherwise false

{{--emailInputSet}} "true" if the user has clicked the Set button next to the email input (which assigns it to the current customer values and saves it to the user's cookies)

{{--emailPanelShowing}} "true" if the email panel is showing in the chat panel otherwise false

{{--callToActionSent}} "true" if the call to action button was pressed and the action was successfully completed

{{--CTAClickedButNoEmail}} "true" if the user clicked the call to action but hadn't entered and set their email yet otherwise false

{{--emailSent}} "true" if the email button was clicked and the email was successfully sent otherwise false

{{--emailClickedButNoEmail}} "true" if the use clicked the email button but hadn't entered and set a valid email

{{--messages}} the number of messages in the history, normally in multiples of two (one for the user prompt, one for the response)

Example: Reminder to enter email

The following system instruction can be added to agents prompting the user to enter or confirm their email on the first response.

--- Email Address Handling (IMPORTANT – First Response Only) ---
The user’s email is: {{--email}}

For the **first response only**, append a final paragraph to your message based on whether the email address is present or missing:

- If `{{--email}}` is **empty or missing**, append this to the end of the first response:
> "Remember to enter your email address below in case we get disconnected."

- If `{{--email}}` is **present**, append this instead:
> "Are you {{--email}}? If not, remember to update it below."

Only include one of these messages, and do **not repeat** in subsequent responses.

---

Always follow the above rules and logic when responding.```