Global Tokens for Workflows

Global tokens let you define name/value pairs that can be referenced in any workflow using the standard {{token_name}} syntax. Instead of hardcoding values like phone numbers, addresses, or policy links into individual steps, define them once and reuse them everywhere.

How it works

1. From the Workflows list page, choose the Global Tokens option in the Other menu.
2. Create a token with a name and value (e.g., help_center_phone_number = 1-800-555-0199).
3. Use {{help_center_phone_number}} in any workflow step, description, or webhook in that department.

Details

• Tokens created in the master department are available across all departments.
• Tokens created in a specific department are scoped to that department's workflows.
• When a token's value changes, every workflow that references it picks up the new value automatically — no edits needed.
• Global tokens appear alongside step data tokens in the token picker when editing workflows.