Context links

Context links are buttons in the conversation sidebar that open external URLs with contact and conversation details filled in. Agents click them to jump to a CRM, a billing system or an internal dashboard without copy-pasting identifiers.

URL template variables

These placeholders are replaced with the current contact's details when an agent clicks the link.

• {{email}} - contact's email
• {{phone}} - contact's phone number
• {{phone_country_code}} - contact's phone country code
• {{external_user_id}} - contact's external user ID
• {{contact_id}} - contact's internal Libredesk ID
• {{first_name}} - contact's first name
• {{last_name}} - contact's last name
• {{conversation_uuid}} - UUID of the current conversation
• {{token}} - encrypted token containing all fields, needs a shared secret

All values except {{contact_id}} and {{conversation_uuid}} are URL-encoded automatically.

Examples

Simple lookup by email:

https://crm.example.com/contacts?email={{email}}

Multiple parameters:

https://billing.example.com/customer?ext_id={{external_user_id}}&email={{email}}

Internal dashboard with conversation context:

https://dashboard.internal/lookup?contact={{contact_id}}&conv={{conversation_uuid}}

Encrypted token:

https://api.example.com/auth/libredesk?token={{token}}

The encrypted token

When you use {{token}}, Libredesk generates an AES-256-GCM encrypted, time-limited token containing all the fields above plus agent_id, agent_email, iat and exp. The receiving system decrypts it with the shared secret, so nothing is exposed in the URL.

import base64, json, time
from cryptography.hazmat.primitives.ciphers.aead import AESGCM

def decrypt_context_token(token, secret):
    raw = base64.b64decode(token)
    nonce = raw[:12]
    ciphertext = raw[12:]

    aesgcm = AESGCM(secret.encode('utf-8'))
    plaintext = aesgcm.decrypt(nonce, ciphertext, None)
    return json.loads(plaintext)

secret = "your-32-character-shared-secret!"  # exactly 32 characters
payload = decrypt_context_token(token_from_url, secret)

if payload["exp"] < time.time():
    raise ValueError("Token has expired")

print(payload["email"], payload["conversation_uuid"])