Conversation Data Flow

This page shows how values move through a conversation. It answers three practical questions:

• What data is available before the call starts?
• What data can the agent collect or use during the call?
• What data only becomes available after the call ends?

​

The Data Flow

​

Stage 1: Data Available Before The Call

This data can be used in the greeting and prompt immediately.

​

Contact data

If the caller matches a known contact, these values are available before the call starts. Examples:

• {{contact.first_name}}
• {{contact.email}}
• {{contact.phone_number}}

​

Dynamic Context

Dynamic Context lets you fetch JSON from your own systems before the conversation begins. Examples:

• {{account_tier}}
• {{open_tickets}}
• {{last_order_status}}

​

Built-in system values

These exist in every conversation. Examples:

• {{agent_uuid}}
• {{current_datetime}}
• {{direction}}
• {{timezone}}

​

Stage 2: Data Collected During The Call

During the conversation, the agent can gather details that were not known at the start. Typical examples:

• order number
• preferred appointment date
• department choice
• issue description

This collected information is usually used in one of two ways:

• to continue the conversation more accurately
• to supply the inputs required by a tool

​

Stage 3: Tool Inputs And Tool Results

Tools use the live conversation state. That means the agent can combine:

• contact fields
• pre-call context
• built-in variables
• values collected from the caller

​

What tools can do with that data

​

Important limitation

Custom action results are part of the current conversation flow. They help the agent answer the caller or decide the next step. Do not treat them as a general post-call variable store. For reusable values after the conversation ends, use Gather Insights and Post-Call Automation.

​

Stage 4: Data Created After The Call

After the conversation ends, the platform can analyze the transcript and events. This stage creates:

• goal results
• gathered insights
• {{dyn_*}} variables used in post-call notifications
• follow-up tasks and downstream automations

Examples:

• {{dyn_issue_summary}}
• {{dyn_next_steps}}
• {{dyn_appointment_date}}

These values are useful for:

• notification emails
• follow-up tasks
• reporting
• downstream systems connected through webhooks

They are not available to the agent during the finished call, because the analysis happens afterward.

​

What Can Be Used Where

​

Recommended Pattern

Use the right data source for the right job:

• use contacts for stable customer profile data
• use Dynamic Context for fresh business-system context before the call
• use tool inputs for live actions during the call
• use Gather Insights for structured analysis after the call

That keeps your system predictable and easier to debug.

​

Common Mistakes

​

Next Steps