Whenever a conversation takes place between a bot and an end user, we store some information about the end user in a list of variables. This data in these variables is useful for a great many reasons, one of them being the ability to drive the conversation to a specific part of your flow based on the values returned by the variables. What we've done with this release is to expand the number of variables available to you, as well as change the naming scheme used for the variables. We've done this to avoid any variables you create from overlapping with the ones we offer by default. Practically speaking, this means that from now on, all of our reserved variables have been changed to include a prefix. For example, one of the new variables we've made available for the Zendesk channel is this: {{zd.page_url}} which shows which webpage the end user is currently navigating from. With the addition of the "zd." prefix, it's highly unlikely that this would overlap with any of the Custom Variables you create yourself, meaning that we avoid any unfortunate scenarios where values are being overridden. The new variables added also return information such as the name, gender, location and email of the end user. When you account for this information in your conversation flow, the possibilities for audience segmentation and targeted communication are endless. For a list of all the new variables available to you, as well as the pre-existing variables that have now had prefixes added to them, please navigate to our article on Reserved Variables. | 
