Creating and using dynamic content

Making a piece of dynamic content, adding its languages, and putting it into a trigger or macro without leaving gaps behind.

Making a piece of dynamic content, adding its languages, and putting it into a trigger or macro without leaving gaps behind.

Create it

1. Open Admin Center, then Workspaces, then Agent tools > Dynamic content.
2. Add an item and give it a name.
3. Choose the default language and write that version.
4. Add a variant for each other language.
5. Save. Zendesk gives you a placeholder built from the name, in the form {{dc.item_name}}.

Use it

Paste the placeholder wherever the text should appear: in a trigger's message, a macro, or an email template. Nothing else changes.

Name items so you can find them

The name is not only a label: it becomes the placeholder you paste into triggers and macros. So a name you can read is a rule you can read a year later, and the reverse is equally true.

Name after purpose rather than content, because the wording changes and the purpose does not. A csat invitation stays a csat invitation whatever the sentence says.

Adding a language later

Adding a language to your account does not fill in the variants. Every item needs its new version, and until it has one, customers in that language get the fallback.

Before announcing support for a language, go through the list and check each item has a variant. The gaps are always in the items nobody thought about, such as the footer.

See also

• Dynamic content for multilingual replies
• Customising email templates
• Adding languages and setting the default