You can reference journey placeholders in workflow automations to personalize actions based on journey data. This article explains how placeholder resolution works and how to ensure that the required data is available to workflows.
How placeholder resolution works
When a workflow runs, it resolves journey placeholders (such as {{job_title}}) by checking the data available on the ticket that triggered the workflow.
Resolution logic
The workflow engine uses the following logic to resolve journey placeholders:
Match to journey form fields – The system first checks whether the placeholder corresponds to a journey form field.
Check for inserted data – It then verifies whether the data from that form field has been inserted into the ticket the workflow is acting on.
Resolve the value – If the data is present on the ticket, the placeholder resolves correctly.
Handle missing data – If the field data is not available on the ticket, the placeholder resolves as an empty value.
Example: If the placeholder {{job_title}} is used in a workflow, it will only resolve if the "Job Title" field from the journey form was inserted into the ticket during the journey execution.
How to make placeholders available
To ensure placeholders resolve correctly in workflows, insert the required journey data onto the ticket during the journey.
Configure journey data insertion
You can specify which form fields to include on the ticket using the Insert journey data section in the journey configuration.
To configure journey data insertion:
Open the journey configuration and navigate to the Ticket creation activity.
Locate the Insert journey data section.
Select the journey form fields that should be added to the ticket.
Only the fields selected in this section are available for placeholder resolution in workflows that run on that ticket.
Tip: Review your workflow logic and make sure all referenced placeholders have corresponding journey fields inserted onto the ticket.
