Using variables to manage conversation information

When customers reply to your assistant, they share information about themselves and what they want. Your assistant remembers this information, and other information about a conversation, as variables. Your assistant can use variables to provide a more personalized and customized experience, and to get users quickly to the solutions they need.

Variables are a powerful tool that you can use to build a better assistant. Variables make possible all of the following benefits:

Personalization. The best virtual assistant experiences are targeted and personalized for each customer. When an assistant greets a customer by saying "Hello, Frank! Welcome back," it tells Frank that it remembers his name and that it has talked to him before. By storing this kind of information in variables and then referencing them in your assistant's output, you can personalize the conversation and help your assistant seem more human.
Acceleration. Over the course of a conversation, your customers answer questions and make choices. These customer responses are stored as variables, which your assistant can then use to guide a conversation. By choosing the right steps and not wasting your customers' time, you can get them as quickly as possible to the right solution.
Modularity. Some information might be useful for many different purposes (for example, a customer's current account balance or contact information). Rather than retrieving or recalculating this information in multiple locations, you can do so once, by using a variable to store the result and then access it wherever you need it.
Privacy. The privacy of the customer information is critical for all enterprises. In your assistant, you can mask the variables to protect the privacy of the shared information. When you mask a variable to make it private, the assistant hides the confidential information in the user input or assistant's responses with asterisks in the conversation logs.

The feature for masking the confidential customer information is available only for actions in assistants. If you're calling actions from a dialog, the privacy setting is available in your action steps but won't mask the customer information.

A variable is simply a named container for a piece of information; by referencing this container by name, your assistant can store or retrieve the information at run time. For example, a variable that is called account_balance might store your customer's current account balance, a value your assistant can update or retrieve as needed.

The data that is stored by a variable is characterized by the type of data that it contains, such as text, a numeric value, a date, or even a list of multiple values. The operations that you can perform with a variable vary depending on its data type.

Action variables and session variables

IBM® watsonx™ Assistant supports two categories of variables:

Action variables: When a step collects information from the customer, the customer response is automatically stored in an action variable. You can think of action variables as short-term memory: they persist only during the current action.

The name of an action variable is always the name of the step that defines the customer response. (You cannot change the name of an action variable.) For example, suppose you define a step that asks "When were you born?" and accepts a date value as a response. The customer response is automatically stored as an action variable called When were you born?, which you can then access from any subsequent step in the same action.

You can make an action variable private by selecting the Protect data collected at this step checkbox in the customer response settings.
Session variables: A value that is not necessarily tied to a particular action can be stored as a session variable. Session variables are long-term memory: they persist throughout the user's interaction with the assistant, and your assistant can reference them from any action.

You can create a session variable to store the value from an action variable, if you want to keep the value available for other actions to use. You can also define a session variable based on another session variable, or by using a value defined in an expression. In addition to variables you create, watsonx Assistant provides a set of built-in session variables for global values like the current time and date.

To hide the confidential customer information in the conversation logs, you can select the Protect data stored in this variable checkbox when you create or edit a session variable.

Session variables can help you to modularize your assistant because you can write a single action that collects information that is needed in multiple places. For example, you might have a greeting action that collects basic information about the customer and stores the responses in session variables, which any action can then access.

A session variable that you create persists only during a single session. At the end of the session, the variable's value is cleared. How long a session lasts depends upon how your customers access your assistant, and how your assistant is configured.

Creating a session variable

To add a session variable that can be accessed by any action:

From the Actions page, click Variables > Created by you. The list shows all session variables that you created for your assistant.
Click New variable.

You can also create a new session variable from the step editor. For more information, see Storing a value in a session variable.
In the Name field, type a name for the session variable.

As you add the name, an ID is generated for you. Any spaces in the name are replaced with underscores (_) in the ID.
Optional: Add a type to set the response type of the variable. (For more information about response types, see Choosing a response type.)

From this field, you can also select any of the saved responses that you created. For more information about saved responses, see Saving and reusing customer responses.

In addition to the listed types, a variable can also be created as an array. To create an array variable, select Any as the type, and in the next step, define an initial value that uses the expression [] to represent an empty array.
Optional: Add an initial value to set the starting value for the variable at the beginning of each user session. For example, your customers can use an assistant to make purchases. You might initialize a Payment due variable with a starting value of 0, and then add to that value as the customer orders items.

To specify a complex object or an array as the initial value, or to calculate the initial value based on other variables, you can write an expression. For more information about writing expressions, see Writing expressions.
Optional: Add a description.
Optional: Select the Protect data stored in this variable checkbox in the Privacy section if the session variable contains confidential information.
Click Apply.

Built-in variables

In addition to the variables you create, watsonx Assistant provides a set of built-in variables you can access from any action. At run time, these variables are automatically set with the appropriate values. For example, the Current time session variable always provides the current time in the user's time zone, at the time of the interaction with the customer.

To see these variables, click Variables on the Actions page.

The Set by assistant page shows built-in session variables that are automatically provided for each assistant.
The Set by integration page shows variables that are automatically provided by the integration your customer is using to connect to the assistant. (These variables are not set if no integration is connected.)

Set by assistant:

Variables set by assistant
Variable name	Variable ID	Description	Examples
Digressed from	`digressed_from`	Last action before the customer digressed (or null if not digressed)	Pay bill
Now	`now`	The current date and time in the user's time zone.	`2021-08-11T11:28:02`
Current time	`current_time`	The current time in the user's time zone.	`11:28:02`
Current date	`current_date`	The current date in the user's time zone.	`2021-08-11`
Fallback reason	`fallback_reason`	The reason why a user is routed to the fallback action	Step validation failed - Agent requested - No action matches
No action matches count	`no_action_matches_count`	Represents a count of customer's consecutive unrecognized input attempts	3
Session history IBM Cloud	session_history	The 24 most recent messages from the customer’s conversation. For more information, see Session history	[{u : 'book a flight', n : true}, {a : 'sure! from where?'}]

Set by integration:

Variables set by integration
Variable name	Variable ID	Description	Example
Timezone	`timezone`	The user's time zone as specified by the integration or API client. The default time zone (if not specified by the integration) is Coordinated Universal Time.	`America/New_York`
Locale	`locale`	The user's locale as set by the integration or API client. The locale can affect understanding and formatting of dates, times, and numbers.	`en-gb`
Channel Name	`channel_name`	The name of the channel that your user is interacting with.	`Web chat`

Storing a value in a session variable

Any action can store a value in a session variable so it is available to other actions. To store a value in a session variable:

From within a step, click Set variable values.
Click Set new value.

In the Set drop-down list, your choices are:

Set variable values
Choice	Description
Session variable	The session variable that you want to store the value in. The new value replaces any previous value that is stored.
Integration variable	The session variable that you want to store the value in. The new value replaces any previous value that is stored.
Expression	Write an expression directly without first picking a variable. For more information, see Writing expressions.
+ New session variable	You can create a new session variable, which is added to the list of session variables for the assistant. For more information, see Creating a session variable.

In the To drop-down list, the choices vary depending on the type of variable you're setting. Possible choices include:

Set variable values
Choice	Description
Scalar value by type	Set a specific value for each variable type. The choice varies depending on the variable type. For example, for a date variable, the choice is Enter a date, and you can use a date picker to set a date. Other choices appear for Boolean, confirmation, currency, date, free text, number, percentage, and time.
Expression	Write an expression to define the value for the session variable. For more information about expressions, see Writing expressions.
Action variables	Select an action variable to use the value of a customer response in another step. The choices that are listed match the type of variable that you want to set.
Session variables	Select another session variable to use its value. The choices that are listed match the type of variable that you want to set.
Assistant variables	Select a built-in system variable to use its value. The choices that are listed match the type of variable that you want to set.
Integration variables	If you are setting an integration variable, you can choose other integration variables as the value.

To set more variable values in the same step, click Set new value.

Using variables to manage conversation flow

One of the ways you can use variables is to choose the correct path through the conversation, based on customer responses and other values available at run time. You can do this by defining step conditions, which determine whether a specific step in an action is executed based on runtime conditions.

By defining a condition based on an action variable, you can control whether a step is executed based on the customer's response to a previous step. You can also build step conditions based on session variables, which can store information from other actions.

For more information about step conditions, see Defining step conditions.

Using variables to customize the conversation

You can also use variables in what your assistant says, dynamically referencing information that has been collected during the conversation. This is useful for confirming information the customer has provided (for example, You want to transfer $153.14 to your checking account. Is that correct?), and for simply personalizing the conversation to make it more human (Hi, John. How can I help you today?).

To reference a variable in what your assistant says:

In the Assistant says field, start typing the text for the response.
When you reach a point where you want to insert a reference to a variable, type a dollar sign ($) or click the Insert a variable icon (). A list appears showing the variables you can choose from.
Click a variable to add a reference to it in the text.

When you reference a variable, it appears using a default format in your assistant's response. The format of the variable might differ from the way the value is stored; for example, a date value of 2021-08-11 is formatted as August 11, 2021 by default.

The default formats are as follows:

Default formats for variables
Type	Format	Examples
Options	As chosen by the user	`Yes` `No`
Number	Numerals only	`1000`
Date	Mmm DD, YYYY	`Jun 30, 2021`
Time	H:MM:SS AM	`5:15:00 PM`
Currency	Number only, no currency symbol	`20`
Percent	Number only, no percentage symbol	`20`
Free text	As entered by the user	`Please check that the apples aren't bruised`

When building an assistant response that includes variables, you concatenate multiple parts (text strings and variables). A single response can consist of no more than 30 concatenated parts (for example, 15 variables along with 15 text strings).

Referencing expressions

If you need to reference a dynamic value that is calculated using an expression, you must first assign this value to a session variable. (For more information about how to do this, see Storing a value in a session variable.) You can then reference the session variable in the Assistant says field.

Note that the <?...?> syntax for referencing expressions in assistant output is not supported in actions.