How Variables Are Used


Variables are used in the responses of General Library questions to ensure that whenever possible, your custom terms and URLs flow throughout the General Library Knowledge base, thus reducing the need for further customization.



Once in edit mode, variables are identified by an exclamation point as the first character of the text.


Using a Link Variable in a Response


Link variables have to be used as a hyperlink within a response. A link variable can be used to hyperlink to text or can be combined with a text variable.


Now, when you create a new custom question, use the text variable (in this case, “!custom-graduationhomepagename” and then use the hyperlink tool to link the text variable to the link variable:


This example was done showing a custom variable, but any link variable can be used in the same way. 


Office Contact Variables


The only variables that are not visible and editable in the admin are the office contact variables (must be edited by your Client Success Manager). These are collected through the initial set-up forms and are used in responses that require office contact information to be communicated to the chatbot user.


There are two types of office contact variables:


  1. Office-clarifiers

    • Office-clarifier variables will drive the bot to ask which office the user would like to engage before displaying the chosen office’s information. 

    • Office-clarifier variables have the "fancy-bracket" prefix !{office}.

    • The variables below are the office-clarifier variables:

      • !{office}-office

      • Displays the office name based on which office the user chooses.

      • !{office}office-hours

      • Displays the office’s hours of operation based on which office the user chooses.

      • !{office}contact-number

      • Displays the office’s phone number based on which office the user chooses.

      • !{office}contact-location

      • Displays the office’s address based on which office the user chooses.

      • !{office}office-link

      • Displays the office's email based on which office the user chooses.

      • In the General Library, this variable is often "hidden" behind the word "email" as the email's hyperlink:

    • Since the functionality of these variables affects all offices using the bot, THESE VARIABLES SHOULD NOT BE DELETED WHEN CUSTOMIZING YOUR RESPONSE.

    • If they are deleted during the customization process, Ocelot will not be able to make the question live and will work with you to provide a better response.

    • A best practice recommendation is to have an Administrator-level user lock the questions that contain these variables.

    • See the Content Locking article for further information on how to lock knowledge base responses.

    • To find the applicable questions that contain these variables, search the General Library for "!{office}":


  1. Office-specific

    • Office-specific variables will display the office’s contact information to the user.

    • Office-specific variables have an acronym for each office as the prefix. 

    • For example, "FA" is the Financial Aid prefix, which will display like: “!FA-OFFICE”

    • The following chart outlines all office-specific variables:

    • If the office you are looking for is not listed, it is likely because there are no distinct variables for that specific office.

      OFFICE*PREFIXVARIABLEDEFINITION
      Academic AdvisingACADV!ACADV-officeOffice Name
      !ACADVoffice-hoursOffice Hours
      !ACADVcontact-numberOffice Phone Number
      !ACADVcontact-locationOffice Address
      !ACADVcontact-linkOffice Email**
      AdmissionsADM!ADM-officeOffice Name
      !ADMoffice-hoursOffice Hours
      !ADMcontact-numberOffice Phone Number
      !ADMcontact-locationOffice Address
      !ADMcontact-linkOffice Email**
      AlumniAlumni!Alumni-office
      Office Name
      !Alumnioffice-hours
      Office Hours
      !Alumnicontact-number
      Office Phone Number
      !Alumnicontact-location
      Office Address
      !Alumnicontact-link
      Office Email**
      AthleticsAthlete!Athlete-officeOffice Name
      !Athleteoffice-hoursOffice Hours
      !Athletecontact-numberOffice Phone Number
      !Athletecontact-locationOffice Address
      !Athletecontact-linkOffice Email**
      Billing / Student Accounts / BursarBILL!BILL-officeOffice Name
      !BILLoffice-hoursOffice Hours
      !BILLcontact-numberOffice Phone Number
      !BILLcontact-locationOffice Address
      !BILLcontact-linkOffice Email**
      BookstoreBOOK!BOOK-officeOffice Name
      !BOOKoffice-hoursOffice Hours
      !BOOKcontact-numberOffice Phone Number
      !BOOKcontact-locationOffice Address
      !BOOKcontact-linkOffice Email**
      CalWORKsCalWORKs!CalWORKs-officeOffice Name
      !CalWORKsoffice-hoursOffice Hours
      !CalWORKscontact-numberOffice Phone Number
      !CalWORKscontact-locationOffice Address
      !CalWORKscontact-linkOffice Email**
      Career ServicesCAREER!CAREER-officeOffice Name
      !CAREERoffice-hoursOffice Hours
      !CAREERcontact-numberOffice Phone Number
      !CAREERcontact-locationOffice Address
      !CAREERcontact-linkOffice Email**
      Counseling ServicesCOUNS!COUNS-officeOffice Name
      !COUNSoffice-hoursOffice Hours
      !COUNScontact-numberOffice Phone Number
      !COUNScontact-locationOffice Address
      !COUNScontact-linkOffice Email**
      Disability ServicesDIS!DIS-officeOffice Name
      !DISoffice-hoursOffice Hours
      !DIScontact-numberOffice Phone Number
      !DIScontact-locationOffice Address
      !DIScontact-linkOffice Email**
      DiversityDIV!DIV-officeOffice Name
      !DIVoffice-hoursOffice Hours
      !DIVcontact-numberOffice Phone Number
      !DIVcontact-locationOffice Address
      !DIVcontact-linkOffice Email**
      EOPS/CAREEOPS!EOPS-officeOffice Name
      !EOPSoffice-hoursOffice Hours
      !EOPScontact-numberOffice Phone Number
      !EOPScontact-locationOffice Address
      !EOPScontact-linkOffice Email**
      Financial AidFA!FA-officeOffice Name
      !FAoffice-hoursOffice Hours
      !FAcontact-numberOffice Phone Number
      !FAcontact-locationOffice Address
      !FAcontact-linkOffice Email**
      Foster YouthFOSTER!FOSTER-officeOffice Name
      !FOSTERoffice-hoursOffice Hours
      !FOSTERcontact-numberOffice Phone Number
      !FOSTERcontact-locationOffice Address
      !FOSTERcontact-linkOffice Email**
      Health ServicesHEALTH!HEALTH-officeOffice Name
      !HEALTHoffice-hoursOffice Hours
      !HEALTHcontact-numberOffice Phone Number
      !HEALTHcontact-locationOffice Address
      !HEALTHcontact-linkOffice Email**
      HousingHOUS!HOUS-officeOffice Name
      !HOUSoffice-hoursOffice Hours
      !HOUScontact-numberOffice Phone Number
      !HOUScontact-locationOffice Address
      !HOUScontact-linkOffice Email**
      Human ResourcesHR!HR-officeOffice Name
      !HRoffice-hoursOffice Hours
      !HRcontact-numberOffice Phone Number
      !HRcontact-locationOffice Address
      !HRcontact-linkOffice Email**
      Information TechnologyIT!IT-officeOffice Name
      !IToffice-hoursOffice Hours
      !ITcontact-numberOffice Phone Number
      !ITcontact-locationOffice Address
      !ITcontact-linkOffice Email**
      International ProgramsOIP!OIP-officeOffice Name
      !OIPoffice-hoursOffice Hours
      !OIPcontact-numberOffice Phone Number
      !OIPcontact-locationOffice Address
      !OIPcontact-linkOffice Email**
      LibrariesLIB!LIB-officeOffice Name
      !LIBoffice-hoursOffice Hours
      !LIBcontact-numberOffice Phone Number
      !LIBcontact-locationOffice Address
      !LIBcontact-linkOffice Email**
      Mailing ServicesMAIL!MAIL-officeOffice Name
      !MAILoffice-hoursOffice Hours
      !MAILcontact-numberOffice Phone Number
      !MAILcontact-locationOffice Address
      !MAILcontact-linkOffice Email**
      OrientationORI!ORI-officeOffice Name
      !ORIoffice-hoursOffice Hours
      !ORIcontact-numberOffice Phone Number
      !ORIcontact-locationOffice Address
      !ORIcontact-linkOffice Email**
      OutreachOUTREACH!OUTREACH-officeOffice Name
      !OUTREACHoffice-hoursOffice Hours
      !OUTREACHcontact-numberOffice Phone Number
      !OUTREACHcontact-locationOffice Address
      !OUTREACHcontact-linkOffice Email**
      Parking & TransportationPARK!PARK-officeOffice Name
      !PARKoffice-hoursOffice Hours
      !PARKcontact-numberOffice Phone Number
      !PARKcontact-locationOffice Address
      !PARKcontact-linkOffice Email**
      Recreational CenterREC!REC-officeOffice Name
      !RECoffice-hoursOffice Hours
      !RECcontact-numberOffice Phone Number
      !RECcontact-locationOffice Address
      !RECcontact-linkOffice Email**
      Registration / Registrar / RecordsREG!REG-officeOffice Name
      !REGoffice-hoursOffice Hours
      !REGcontact-numberOffice Phone Number
      !REGcontact-locationOffice Address
      !REGcontact-linkOffice Email**
      Student EmploymentStuEmploy!StuEmploy-officeOffice Name
      !StuEmployoffice-hoursOffice Hours
      !StuEmploycontact-numberOffice Phone Number
      !StuEmploycontact-locationOffice Address
      !StuEmploycontact-linkOffice Email**
      Student LifeSLLA!SLLA-officeOffice Name
      !SLLAoffice-hoursOffice Hours
      !SLLAcontact-numberOffice Phone Number
      !SLLAcontact-locationOffice Address
      !SLLAcontact-linkOffice Email**
      Study AbroadSA!SA-officeOffice Name
      !SAoffice-hoursOffice Hours
      !SAcontact-numberOffice Phone Number
      !SAcontact-locationOffice Address
      !SAcontact-linkOffice Email**
      Testing ServicesTEST!TEST-officeOffice Name
      !TESToffice-hoursOffice Hours
      !TESTcontact-numberOffice Phone Number
      !TESTcontact-locationOffice Address
      !TESTcontact-linkOffice Email**
      Title IXTitleIX!TitleIX-officeOffice Name
      !TitleIXoffice-hoursOffice Hours
      !TitleIXcontact-numberOffice Phone Number
      !TitleIXcontact-locationOffice Address
      !TitleIXcontact-linkOffice Email**
      TRIO SSSSSS!SSS-officeOffice Name
      !SSSoffice-hoursOffice Hours
      !SSScontact-numberOffice Phone Number
      !SSScontact-locationOffice Address
      !SSScontact-linkOffice Email**
      TRIO Upward BoundUPBOUND!UPBOUND-officeOffice Name
      !UPBOUNDoffice-hoursOffice Hours
      !UPBOUNDcontact-numberOffice Phone Number
      !UPBOUNDcontact-locationOffice Address
      !UPBOUNDcontact-linkOffice Email**
      TransferTRA!TRA-officeOffice Name
      !TRAoffice-hoursOffice Hours
      !TRAcontact-numberOffice Phone Number
      !TRAcontact-locationOffice Address
      !TRAcontact-linkOffice Email**
      TutoringTUTOR!TUTOR-officeOffice Name
      !TUTORoffice-hoursOffice Hours
      !TUTORcontact-numberOffice Phone Number
      !TUTORcontact-locationOffice Address
      !TUTORcontact-linkOffice Email**
      VeteransVET!VET-officeOffice Name
      !VEToffice-hoursOffice Hours
      !VETcontact-numberOffice Phone Number
      !VETcontact-locationOffice Address
      !VETcontact-linkOffice Email**
      Workforce DevelopmentWORKFORCEDEV!WORKFORCEDEV-officeOffice Name
      !WORKFORCEDEVoffice-hoursOffice Hours
      !WORKFORCEDEVcontact-numberOffice Phone Number
      !WORKFORCEDEVcontact-locationOffice Address
      !WORKFORCEDEVcontact-linkOffice Email**

        

*If the office you are looking for is not listed, it is likely because there are no distinct variables for that specific office.

**In the General Library, the contact-link variable is often "hidden" behind the word "email" as the email's hyperlink.




Since office contact variables are not accessible in the admin, please contact your Client Success Manager (CSM) or open an Ocelot Support ticket to adjust any of your Office Contact Variable values.