About Merge Fields

Merge fields are placeholders for data stored in the KANA Response database. You add merge fields to the text of a message so that KANA Response inserts the relevant information for the current customer or message. For example, if you want to include the customer's ID number in the header of the message, you can insert the Customer ID merge field into the standard header. Users can insert the header into a message without having to look up the customer ID each time. When the agent sends the message, KANA Response inserts the relevant data in place of the merge field.

Typing or selecting merge fields

You can type the merge field format directly into the text you are composing. You can also select from a list of existing merge fields by using the Insert merge field icon.

Merge fields and custom fields

If you are using KANA Forms, your list of merge fields will include the custom fields your company has defined.

Merge fields and links

Merge fields provide the option of inserting links in an outgoing message. This action displays the content of that web page which corresponds with the link selected from the Insert Merge Field list.

Standard merge fields

KANA Response provides the following standard merge fields.

Body	The text in the body of a received message
Case ID	The Case number that KANA Response assigns to incoming messages. Users see the case number in their inboxes, but customers do not see the case number unless a merge field is included in the message.
City (Business)	The official city of the sender of the message
City (Home)	The residing city of the sender of the message
City (Other)	Other city (if any) of the sender of the message
Contact Type	Indicates whether the incoming mail's contact is General or Premium. Type must be Boolean (true or false).
Country (Home)	The residing country of the sender of the message
Country (Business)	The work place country of the sender of the message
Country (Other)	Any other country of the sender of the message
Current Date	The date when the user creates the response
Current Time	The time when the user creates the response
Customer ID	The identifier associated with a customer case as part of a KANA Response Conduits SDK integration project
E-mail Address	The e-mail address of the person who sent the message to the KANA Response system
First Name	The first name of the person who sent the original message
Full Name	The full name of the person who sent the original message
Header	The information in the To, Cc, and Bcc fields off received message
Last Name	The last name of the person who sent the original message
Mailbox E-mail Address	The e-mail address that received the message
Mailbox Name	The POP mailbox name as set up in KANA Response System Administration
Message Age	The age of the message
Message Count	The count of the total number of messages received from the sender of the message
Message ID	The identifying number that KANA Response assigns internally to an incoming message
Message Type	The type of message sent into KANA Response. The options are e-mail or web form submission.
Nick Name	The nickname of the person who sent the message
Organization Address	The organization address of the sender of the message
Phone Number (Business)	Business phone number of the sender
Phone Number (Fax)	Fax number of the sender of the message
Phone Number (Home)	Residence phone number of the sender of the message
Phone Number (Mobile)	Mobile phone number of the sender of the message
Phone Number (Pager)	Pager number of the sender of the message
Postal Code (Business)	The Zip code or postal code of the workplace area of the sender of the message
Postal Code (Home)	The residential Zip code or postal code of the sender of the message
Postal Code (Other)	The other Zip code or postal code (if any) of the sender of the message
Queue Average Age	The average age of the messages in the queue to which the message belongs. If the message is in an inbox, then this field refers to the queue in which the message was placed before being downloaded into the inbox.
Queue Name	The name assigned to the queue
Queue Oldest Age	The age of the oldest message in the queue to which the message belongs. If the message is in an inbox, then this field refers to the queue in which the message was placed before being downloaded into the inbox.
Queue Size	The number of messages in the queue
Received Date	The date on which the message entered the KANA Response system
Recipient E-mail Address	The e-mail address of the person to whom the response will be sent
Recipient First Name	The recipient's first name
Recipient Full Name	The recipient's full name
Recipient Last Name	The recipient's last name
Source	The entire received message, including the header and body
State (Business)	The business state of the sender of the message
State (Home)	The resident state of the sender of the message
State (Other)	Any other state of the sender of the message
Subject	All text included in the subject line of the message
Title	The designation of the sender of the message
Tracking ID	The message tracking identifier that can be sent with each message
User Description	The text included in the description field for this KANA Response user
User Name	The user name specified for this KANA Response user

Learn about external merge fields.

How do I add merge fields?

How do I insert a merge field?

Learn about custom fields.

How do I add custom fields?

Learn about Smart URLs.

Learn about standard phrases.