Dynamic messages contain variable text and are used to receive dynamic real-time inputs from external apps integrated within your account.
For example, if you have a CRM app integrated with your Freshdesk Contact Center account that contains customer subscription details, customers can know their account balance via the real-time dynamic voicemail message. To understand how dynamic messages are used to get inputs from an external app, see Configuring Routing Automation Call Flow.
Note: Currently, dynamic messages work only within a routing automation workflow.
To create dynamic messages:
- Log into the Freshdesk Contact Center account.
- Go to Admin Settings > Messages and click on the New Message option.
- Select the message type as Text to Speech.
- Toggle the Dynamic message option and enter the text.
Enter the variable in the angle (<>) bracket. The value for the variable is retrieved from the external app. In the example below, <Balance> is the declared variable, for which the value is returned from the external app in real-time.
- Click Add Message.