This command is used to display customer information from the iService database. The command is used when constructing auto responses, making stock responses for agents, and other scenarios where you want to automatically insert information from iService. It can also be used within the Form Body of an iService form to customize content for your support portals and workflow applications.
Reserved Names vs. Property IDs
There are a few common values for contacts and interactions that can be specified by referencing their reserved name. Other values can be accessed using their property ID or property name.
Reserved Names
The format for specifying the value of a reserved name is
$value -customer(ReservedName)|-question(ReservedName)|-answer(ReservedName)$
Example: $value -customer(company)$
The reserved property names and their usage are:
[-Customer names]
•$value -customer(name)$ - displays the First Name and Last Name of the contact. If the contact doesn't have a name specified it will show their email address.
•$value -customer(company)$ - displays the contact's Company.
•$value -customer(firstname)$ - displays the contact's First Name only.
•$value -customer(lastname)$ - displays the contact's Last Name only.
•$value -customer(email)$ - displays the contact's email/login. If they have more than one specified, it will only display the first.
•$value -customer(password) $ - displays the contact's password in clear text. This only functions within the Contact Creation auto response and is used to provide a new registrant with their auto generated password.
[-Question | -Answer | -Interaction names]
•$value -question|-answer|-interaction(see below)$
The full list of values available is shown below.
id
ref
type
status
mailbox
fromemail
toaddress
cc
bcc
date
datetime
time
customerID
customername
topicID
topicname
segmentID
segmentname
subject
body
bodyhtml
bodyplain
quotedbody
note
assignedToID
operatorname
attachments
statusaudit
answerproperties
questionproperties
Using the Property Parameter
All other properties can be referenced by the property ID or property name using the format -customer(property#) or -customer(property'propertyname'). The syntax for -question and -answer are identical to -customer.
Examples of displaying other properties are below.
$value -customer(property7)$ - where the ID of the contact property is 7.
$value -customer(property'special sauce')$ - where the name of the contact property is special sauce.
$value -question(property7)$ - where the ID of the question interaction property is 7.
The -customer|-question|-answer parameters can be used in two different scenarios: when iService knows the contact, and when you specify the ID of the customer/question/answer using the -Pid parameter.
Scenarios Where iService Knows the Contact ID
In the following scenarios, iService knows the contact based on the context of the page that is being submitted. In these cases you do not need to specify the contact ID using the -Pid parameter because iService already knows who they are. These include:
•Auto Responses
•Agent Responses
•Notes
•Agent Emails
•Tickets
•Mass Mailing Messages
Scenarios Where iService Does Not Know the Contact ID
In most forms, iService will not know the context of the contact unless the user is logged into iService, or the contact ID is specified. To specify the ID of the contact, use the -Pid parameter. When displaying multiple properties for the same contact you only need to include the -Pid for the first property.
Example: Display contact properties in a form for contact ID 10.
Name: $value -customer(name) -Pid'10'$<br />
Company: $value -customer(company)$<br />
First Name: $value -customer(firstname)$<br />
Last Name: $value -customer(lastname)$<br />
Email Address: $value -customer(email)$<br />
Example: Display properties in a form with ID passed from URL
In most cases, the ID of the contact will be passed to form body rather than hard coded. One way to do this is to pass the ID in the URL string and use the $form -id$ parameter to incorporate it into the form body.
URL Passed: http://iservicecrm.com/f/5?contactID=10
In the above URL, form number 5 is loaded and the value 10 is passed for field named contactID.
Syntax For Using The Value Passed In The URL: $value -customer(name) -Pid'$form -id'contactID$')
In the example above, the value of 10 would be substituted in the form body for contactID, resulting in a $value command of $value -customer(name) -Pid'$10')
