Managing custom and system variables for Zoom Virtual Agent

Variables are a way for your chatbot to collect and store information so you can personalize a user’s experience. Zoom Virtual Agent admins can create custom variables and then use them in bot flows. You can also view system variables, which are the default variables that can be used to pass data between 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 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 and then Virtual Agents.
3. Click the Preferences tab and 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 (...), 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.

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 and then Virtual Agents.
3. Click the Preferences tab and 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 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 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 and then Virtual Agents.
3. Click the Preferences tab and 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: Select one of the following.
  • Global Variable: Set the variable as a global custom variable so you can use it in any flow.
• Data Type: Select a data type for the custom variable.
  • String
  • Number
  • Boolean
  • Date / Time
  • Currency
  • Percent
  • Email
• Default Value: Select one of the following options.
  • Undefined: The custom variables don't have a default value.
  • Value: Specify a value for the custom variable. The value must be in the required format for the data type.

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 double curly brackets. For example, {{variable}}.
• 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}}.
• Set Variables widget: You can select a custom variable using the Variable setting.

How to view system variables

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 System Variable Groups, select a group to view the default system variables for.