In the following article, Customer Service Advisors will be indicated by CSA. All other references to users, citizens, customers or other individual accounts should be understood as external users and not Customer Service Advisors or other administrative/internal users.
Available Tokens
There are a wide range of tokens available, but not all are available in each product or tested – note the key F (Form), S (Self/Customer Portal), D (Dash/Staff Portal) V (Service/Customer Service Hub).
User Information Tokens
Used to collect citizen/external user information – the field/token is prepopulated where the dataname of the field is the same as the token name ie Used in a field eg <tokenname>
Data Name
Action
Output
Available
_area
the workspace name within Service
Eg Phone Team
V,
_cc
Indicates if has Cautionary contact
Yes/No
V,
_cc_precautions
Details cc precautions
Precaution or n/a
V,
_cc_reason
Details cc reason
Reason or n/a
V,
_reason
the Reason name from SRT
Reason name (in Self shows Self)
V,S
_service_name
the Type name from SRT
Type name (in Self shows Self)
V, S
_service_parent_name
the Service name from SRT
Service name (in Self shows Self)
V, S
account
deprecated (see xref tokens)
additional_names
deprecated
address
deprecated (see address element tokens)
address_id
Address ref number
nnnn
S,
address_end_date
End date for address record
V,
address_start_date
Start date for address record
DD/MM/YYYY
V,
AllowSharingAcrossOrganisation
Indicates if details can be shared
1=Yes and 0=No
S,V
Alternative_Number
Alternative Number. If returning from a profile integration use alternative_number (lowercase)
nnnnnnnnn
S,V
birth_date
Date of birth
YYYY-MM-DD
S,
consent_to_share_
*Only returned by profile integrations, to return via dataname use AllowSharingAcrossOrganisation
V, S*
contact_type
Type of contact
Organization or Contact
S,
country
deprecated (see country_id)
country_id
four digit number list uploaded to current doc
eg 1226 - United Kingdom
S,
county
Self Address - County
Eg Surrey
S, V
custom_1
Support is provided for custom fields appearing as custom_1 through to custom_28
uses in custom create customer processes
S,V
customer_afid
Customer id
nnnn
S
customer_fname
Returns citizen first name
Joe
V,
customer_id
Customer id
nnnn
V,
customer_lname
Returns citizen last name
Bloggs
V,
customer_type
Returns if individual or organization. Please note that {customer_type} returns either Organization (with a z) or User
Individual/Organization
V,
customer_ucrn
Unique customer reference number for citizen
string
V,
Date_of_Birth
Date of birth
YYYY-MM-DD
S, V
details
deprecated
display_name
Title+First_Name+Last_Name
Mr. Joe Bloggs
S,
do_not_email
Indicates if can contact using method
0=can email
1=cannot email
S,
do_not_mail
Indicates if can contact using method
0=can sent post
1=cannot sent post
S,
do_not_phone
Indicates if can contact using method
0=can phone
1=cannot phone
S,
do_not_sms
Indicates if can contact using method
0=can send SMS
1=cannot send SMS
S,
do_not_trade
Indicates if can contact using method
0=yes
1=no
S,
email
user email address
Note: {email} does not work with integrations v2 when sending an email.
useremail@anyemail.com
S,
Email_Address
Returns User Email address
Note: Email_Address should only be used for retrieving SELF profile information. Do not use this for retrieving internal user email addresses in Dash or Service. For this please use {user_email}.
useremail@anyemail.com
S, V
email_id
Ref number for email
nnn
S,
First_Name
Returns Citizen user first name
Joe
S, V
first_name
Returns Self user first name
Joe
S,
SessionBadge
Returns Self user full name
Joe Hanks
S
flat
Address record for Flat
nnnn
S, V
Gender
Gender inside of Self and Service (outside profile integrations and Profile form where it does not return anything) returns a number
Same as prefix_id, but used outside of the profile form/integrations in Self or Service
Settings are unique to each customer, depending on which titles you have set up
V,
town
Returns Self user town
Eg Town
S, V
UCRN
Unique Customer Reference number
string
S,
ucrn
Unique customer reference number
string
S,
uprn
Unique property reference number
S,
us_address_1
Address record for Address 1 (US); maps to house data name
string; e.g. 123 Main Street
S, V
us_address_2
Address record for Address 2 (US); maps to street data name
string; e.g. Suite A
S, V
us_city
Address record for City (US); maps to town data name
string; e.g. Chicago
S, V
us_state
Address record for State (US); maps to county data name
string; e.g. Illinois
S, V
us_zip
Address record for Zip Code (US); maps to postcode data name
string; e.g. 60007
S, V
us_county
Address record for County (US); maps to locality data name
string; e.g. Cook County
S, V
us_ward
Address record for Ward (US); maps to ward data name
string; e.g. ward 1
S, V
user_ucrn
returns the UCRN of the logged-in user, i.e. the person using the platform at the time (e.g. a citizen using Self and a CSA using Service). We will then have server-side validation on this token to ensure freedom from tampering.
The {user_ucrn} token works in V2 lookups and integrations only, i.e. it will not work as a dataname or when the process is set to use V1 integrations. When using the{user_ucrn}token, you need to ensure that you are accounting for what would happen if the user were anonymous, e.g. by adding a condition to your integration, as the value will be blank for anonymous users.
F
ward
blank
xref_af_user_id
Xref number
nnnn
S, V
xref_benefits
S, V
xref_council_tax
S, V
xref_rent_account
S, V
xref_self_user_id
Self user id
If populated, the citizen is either logged in with a Self account or the case is being raised against a citizen with a Self account in Service.
If raising a case against a Service-only customer record, the value of this token will be blank
nnnnnn
S, V
For xref tokens, the general rule of thumb is: If you use Council Tax Account - this will become xref_council_tax_account as a token and it works like that for all xref tokens, i.e. the name is decapitalised and spaces change to underscores.
