Managing global custom and system variables for Zoom Virtual Agent

Variables enable your chatbot to gather and retain information for tailoring the user's experience. Zoom Virtual Agent admins can create global custom variables, which are set to be accessible and can then be used across various bot flows. Additionally, system variables, the default variables, can be viewed and used to facilitate the transfer of data between different parts of the chatbot.

Global variables in a chatbot can be employed to remember user preferences, such as language choice or communication style, across different interactions. For instance, a chatbot can use a global variable to maintain the user's preferred language throughout the conversation, ensuring all responses are in the chosen language. System variables, on the other hand, are beneficial for tracking dynamic information like shopping cart totals, order statuses, or user authentication levels, allowing for consistent and accurate data sharing between various chatbot flows.

Variables help you with collecting information about users using HTTP call, script, or explicit user text entry or button selection, and then use that information to route them and control their bot experience.

This article covers:

• How to view system and custom variables
• How to create a custom variable group
• How to create a custom variable
• How to edit or delete a custom variable group
• How to edit or delete a custom variable
• Custom variable settings
• How to use a custom variable in the bot flow editor
• How to view global system variables

Prerequisites for managing custom and system variables for Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to view system and custom variables

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab then Variables.
4. In the left-side panel under Custom Variable Groups, select the variable group to view the associated variables.
5. Click the gear icon and select the table columns to display.
   You will see the following information:
   • Variable Name: The variable's internal display name.
   • Default Value: The variable's default value if one is set. If you see an ellipses icon , it means a default value is not defined.
   • Group Type: The variable type. Displays Custom for custom variable, or System for system variables.
   • Data Type: The variable's data type.
   • Description: The variable's internal description.
6. Click Confirm.

How to create a custom variable group

Before creating a custom variable, you need to create a custom variable group to organize the custom variables.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab then Variables.
4. In the left-side panel, click Add Custom Group.
5. Enter the following information:
   • Group Name: Enter an internal display name to help identify the custom variable group.
   • Description (Optional): Enter a description for the custom variable group.
6. Click Add.
7. Follow the next section to create a custom variable in the group.

How to create a custom variable

After creating a custom variable group, you can create a custom variable that belongs to the group.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab then Variables.
4. In the left-side panel under Custom Variable Groups, select the custom variable group to create the custom variable in.
5. Click Add Variable.
6. Change the custom variable's settings.

How to edit or delete a custom variable group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab then Variables.
4. In the left-side panel under Custom Variable Groups, hover over the group you want to edit.
5. Click the ellipses icon , then click one of these options:
   • Edit: Change the group's name or description.
   • Delete: Delete the custom variable group, including all custom variables in the group.

How to edit or delete a custom variable

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Click the Preferences tab and then Variables.
4. In the left-side panel under Custom Variable Groups, select the custom variable group that the custom variable belongs to.
5. In the last column, click the ellipses icon , then click one of these options:
   • Edit: Change the custom variable's settings.
   • Delete: Delete the custom variable.

Custom variable settings

• Variable Name: Enter an internal display name to help identify the custom variable.
• Description (Optional): Enter a description for the custom variable.
• Variable Type
  • Global Variable: This is automatically set as a global custom variable so you can use it in any flow.
• Conditions
  • Use in reporting: Select this check box if you want the variable to appear when filtering variables in Chatbot Performance dashboard. 
    • Enable filter in reporting: Make this variable filterable in your reports.
• Data Type: Select a data type for the custom variable.
  • String: A set of characters
  • Number: Numeric values for calculations or quantities
  • Boolean: Two values, true or false
  • Date / Time: A format to store date and time information
  • Currency: Representation of monetary values
  • Percent: A format for expressing values as percentages
  • Email: A data type for storing and validating email addresses
• Value: Select one of the following options.
  • Undefined: The custom variables doesn't have a default value.
  • Default Value: Specify a default value for the custom variable. The value must be in the required format for the data type.
  • From website data: Scrape consumer data from front-end website data.
    Note: This feature requires experience with web development and JavaScript. There is no guarantee that website data will be successfully scrapped, and changes to the website can affect whether scrapping is successful. You should test and maintain configurations to this setting.
    • Source: Select the data source, then fill out the required fields.
  • From consumer authentication: This will only work for authenticated web chat and web video consumers
    • Enter the Consumer Data.

How to use a custom variable in the bot flow editor

You can use custom variables in the Condition or Set Variables widget in the flow editor.

• Collect Input widget: When Collect Input drop-down menu is set to Text Input, you can reference the custom variable in the Prompt Message using forward slash. For example, /variable. Typing ‘/‘ will render a dropdown of available variables.
• Condition widget: You can select a custom variable using the Variable setting, then customize exit settings based on variable conditions.
• Http Call widget: You can reference the custom variable in the Body field using double curly brackets. For example, {{variable}}.
• Route To widget: You can route to a queue or place an outgoing call based on a variable.
• Set Variables widget: You can select a custom variable using the Variable setting.

How to view global system variables

You can also view system variables, which are the default variables that can be used to pass data between flows. You can't the settings for system variables.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agent.
3. Click the Preferences tab then Variables.
4. In the left-side panel under System Variable Groups, select a group to view the default system variables for.