Custom Variables

Personalize conversations with dynamic variables

What are Custom Variables?

Custom variables allow you to personalize each conversation by dynamically inserting customer-specific information into your agent’s dialogue.

Default Variables

Every agent comes with two pre-configured variables:

Variable	Description	Example
callee_name	Customer’s name	John Doe
mobile_number	Phone number	[phone]

Creating Custom Variables

1. Open Agent Configuration

   Navigate to your agent’s configuration page

2. Find Custom Variables Section

   Scroll to the Custom Variables section

3. Add New Variable

   Click “Add Variable” and provide: - Variable Name: Use descriptive names (e.g., appointment_date, order_number) - Default Value: Optional fallback value

4. Save Changes

   Save your agent configuration

Using Variables in Conversations

Reference variables in your prompts using curly braces:

Hello {callee_name}, I'm calling about your appointment on {appointment_date}.
Your order number is {order_number}.

During the call, variables are automatically replaced:

Hello John Doe, I'm calling about your appointment on January 15th, 2025.
Your order number is ORD001.

Variable Naming Guidelines

Use Descriptive Names

appointment_date not var1

Use Underscores

order_number not order-number or orderNumber

Lowercase Only

customer_id not Customer_ID

No Special Characters

Avoid spaces, @, #, etc.

Common Use Cases

Appointment Reminders

Variables: appointment_date, appointment_time, doctor_name

Greeting: "Hello {callee_name}, this is a reminder about your appointment
with Dr. {doctor_name} on {appointment_date} at {appointment_time}."

Order Confirmations

Variables: order_number, order_total, delivery_date

Message: "Your order #{order_number} totaling ₹{order_total} will be
delivered on {delivery_date}."

Payment Reminders

Variables: invoice_number, amount_due, due_date

Message: "This is a reminder that invoice {invoice_number} for ₹{amount_due}
is due on {due_date}."

Survey Responses

Variables: product_name, purchase_date, transaction_id

Message: "We'd love your feedback on {product_name} that you purchased on
{purchase_date}. Your transaction ID is {transaction_id}."

CSV Integration

Custom variables must be included as columns in your campaign CSV:

callee_name,mobile_number,appointment_date,doctor_name
John Doe,[phone],Jan 15,Smith
Jane Smith,[phone],Jan 16,Johnson

CSV column names must exactly match your variable names (case-sensitive)

Best Practices

Start with Essential Variables

Don’t create too many variables initially. Start with 3-5 essential ones and add more as needed.

Use Clear Names

Future you (and your team) will thank you for using self-explanatory variable names.

Provide Default Values

Set sensible defaults for variables in case CSV data is missing or invalid.

Test with Sample Data

Before launching a campaign, test your agent with sample variable values to ensure proper formatting.

Document Your Variables

Keep a list of all variables and their purposes for team reference.

Variable Validation

The platform validates:

• Variable names match between agent and CSV
• Required variables have values
• Data types are appropriate

Test your CSV with a small batch before full campaign launch

Troubleshooting

Variable Not Replacing

• Check variable name spelling in agent configuration
• Verify CSV column name matches exactly
• Ensure curly braces syntax: {variable_name}

Empty Variable Values

• Check CSV data for that contact - Verify column is not empty - Set default value in agent configuration as fallback

CSV Column Mismatch

• CSV column names must match variable names exactly
• Case-sensitive: appointment_date ≠ Appointment_Date
• No extra spaces in column names

Next Steps

CSV Format Guide

Learn CSV formatting with variables

Create Campaign

Launch a campaign with custom variables