Braces differ by feature
Quick replies and WABA templates use double braces such as {{firstName}}. Whatsapp Broadcast uses single braces such as {name} built from your column headers.
Quick reply variables
Filled in when the reply is inserted into the text box, not when it is sent. Case does not matter. If the value is unknown the token stays visible so you can fix it.
| Token | Label | Fills with |
|---|---|---|
{{name}} | Contact name | The contact name shown in this chat. |
{{firstName}} | First name | The first word of the contact name. |
{{phone}} | Phone number | The contact number, when the platform provides one. |
{{agent}} | Your name | Your signed-in display name. |
{{date}} | Today's date | Your local date at insertion. |
{{time}} | Current time | Your local time at insertion. |
Broadcast variables
On the Whatsapp Broadcast page every column in your uploaded or pasted list becomes a chip. Click a chip to insert it. A list with columns Name, Phone and Unit gives {name}, {phone} and {unit}. Scheduled Broadcast maps columns the same way in its import wizard.
WABA template variables
Chosen when you build the template: Named style like {{customer_name}} or Positional style like {{1}}, {{2}}. The header text may hold one variable; the body may hold several. On the WABA Broadcast page each variable is mapped to a contact column before sending, and unknown placeholders block the send.
Appointment message variables
Used in appointment confirmation and reminder templates on the calendar pages.
| Token | Fills with |
|---|---|
{{custName}} | The customer's name. |
{{startDateShort}} | The appointment date and time in short form. |
{{accountName}} | Your business or account name. |
{{conversationSummary}} | An AI summary of the chat so far. Only for messages to you or your team; never sent to the customer. |
Agent control keywords
Typed by an agent into a chat from the app or the phone. They act on that chat only and are not delivered as ordinary messages.
| Keyword | Effect |
|---|---|
#### | Pause the AI flow for this chat. Counts as a human takeover in analytics. |
###_ | Resume the AI flow. Scheduled messages also resume unless Pause Everything is still on. |
###p | Pause everything: AI replies, sequences and scheduled messages. |
###r | Resume everything, unless Pause AI is still on. |
___ or _end | End the flow for this contact for good: the assignment is removed, the contact is blocked from the flow, and its scheduled messages are deleted. Undo from the flow's Blocked Numbers list. |
aioff | Switch the whole bot off for your number. Must be the entire message. |
aion | Switch it back on. Must be the entire message. |
All keywords except aion and aioff match as a substring anywhere in the message.
Customer keywords
| Keyword | Effect |
|---|---|
#STOP# | Adds the sender to your Do Not Disturb list. Broadcasts, AI replies and scheduled messages stop; manual messages still work. Matched anywhere in the message, so the opt-out button works too. |
#START# | Removes the sender from Do Not Disturb. |
| Flow keywords | Words you set on an AI flow. A message containing one assigns that flow to the chat. Emoji-only messages never match. |
| Distribution keyword | The daily word a caller sends to pull leads from the distribution pool. Must not clash with a flow keyword. |