The prompt variables are available in the Resource Selector. These variables help deliver richer context to Conversational AI and AI Agent Tasks by enabling access to key case, conversation, and profile information used for generating more accurate and relevant responses.

Using Various Prompts

• Case Standard Field → case_standard_properties

  Provides access to predefined system fields associated with a case, such as status, priority, category, or creation time. Use this variable when prompts need reliable, structured metadata from the case record to guide decision-making or generate context-aware responses.

• Case Custom Field → case_properties

  Surfaces any organization-specific custom fields added to the case object. This is useful when prompts must reference business-defined attributes, custom workflows, or specialized data points unique to the brand’s case management configuration.

• Case Conversation → case_conversation

  Returns the message history linked to the case, enabling the LLM to understand the ongoing dialogue. Ideal for crafting summaries, identifying unresolved issues, or generating responses rooted in the case’s conversational context.

• Case Notes → case_notes

  Provides internal notes added by agents throughout the case lifecycle. Suitable for prompts that need deeper context, internal observations, or agent-written updates that should inform the LLM’s next action or output.

• Historical Case Conversations → associated_case_details

  Retrieves conversations from past cases associated with the same customer. This helps the LLM identify patterns, recurring issues, or historical interactions, improving continuity and personalization in responses.

• Profile Custom Fields → fan_profile

  Contains custom fields captured within the customer’s profile. Use this when prompts must tailor outputs based on customer attributes, personalization parameters, preferences, or any profile-level data stored by the brand.

Mapping