Placeholders are variables inserted in guidance steps that get substituted with values obtained from a container app (such as a CRM system, a Website, a Mobile App, an Order Management system etc.) or with data captured in an earlier guidance step traversed by the user. Placeholders are commonly used for personalizing guide content with customer name, Agent name, a serial number or account number provided by customer, a product model name looked up by a container app etc.
Placeholders are defined by Yonyx Admins and inserted in the body section of guidance steps by Authors. The software code to implement the placeholders is written by developers.