Using Variables

Variables are used in workflows, actions, and triggers to perform various tasks, including:

• Storing information for later use
• Collecting user data
• Performing database queries
• Building simple or complex conditions

Variables can be used within different activities, such as:

• Transferring a call to a different destination based on customer class.
• Playing different prompts based on account balance.
• Holding collected digits for use later in a database query.

Some variables can also be passed from Workflow Studio to users as a desktop screen pop, providing them with customer information gathered by the workflow.

Variables may be configured to mask their contents, enabling the variable to be displayed either entirely masked or partially masked, with a user-specified number of unmasked characters (***1234). This limits the exposure of potentially sensitive information, such as credit card or personal identification numbers, in logs, call notes, databases, and screen pops. Secured variables cannot be used with the Set Variable activity but can be used with the Variable Compare and Collect Digits activities. Variables that contain file paths to .wav files will also secure the .wav file. System variables cannot be secured.