Template Syntax

How Variables Work

Variables let you personalize your agent’s prompt with dynamic data. itellicoAI uses Jinja2 for templating — see the official docs for the full language reference.

Variable Sources

Built-in Contact Variables

If a contact exists in your itellicoAI account, these 5 fields are automatically available:

{{ contact.first_name }}
{{ contact.last_name }}
{{ contact.full_name }}
{{ contact.email }}
{{ contact.phone_number }}

Example:

Hello {{ contact.first_name }}!
Your email is {{ contact.email }}.

✅ No setup needed - works automatically if contact exists

Everything Else: Dynamic Context API

All other data must come from your Dynamic Context connection (set up by your development team) as variables you can use directly. See Dynamic Context API. You can return any fields you want. For example:

{{ language }}
{{ account_tier }}
{{ company_name }}
{{ order_id }}
{{ customer_since }}
{{ any_field_you_need }}

Example - Your API returns:

{
  "language": "de",
  "account_tier": "premium",
  "company_name": "Acme Corp"
}

Then your agent can use:

{% if language == "de" %}
Guten Tag! Sie arbeiten für {{ company_name }}.
{% endif %}

{% if account_tier == "premium" %}
Priority support available.
{% endif %}

⚙️ Requires setup - see Dynamic Context API

Available Variables

Built-in Contact Variables

These variables are automatically available from your itellicoAI contacts:

{{ contact.first_name }}
{{ contact.last_name }}
{{ contact.full_name }}
{{ contact.email }}
{{ contact.phone_number }}

Example usage:

You are speaking with {{ contact.first_name }} {{ contact.last_name }}.
Their email is {{ contact.email | default("not provided") }}.
Their phone number is {{ contact.phone_number }}.

Custom fields are NOT nested under contact. — they’re variables you can use directly like {{ language }} or {{ account_tier }}. You must provide these through your Dynamic Context connection (set up by your development team). See Dynamic Context API.

Dynamic Context Variables

Any custom data you provide through your Dynamic Context connection (set up by your development team) becomes available as variables you can use directly:

{{ account_tier }}
{{ language }}
{{ company_name }}
{{ preferred_contact_method }}

Example with custom variables:

{% if account_tier == "premium" %}
As a premium customer, you have priority support.
{% endif %}

{% if language == "de" %}
Sprechen Sie Deutsch.
{% endif %}

Company: {{ company_name | default("valued customer") }}

Set up a Dynamic Context connection (requires developer setup) to provide custom variables. Any JSON fields you return become variables you can use directly (e.g., {"language": "de"} → {{ language }}).

Date & Time

The current datetime is automatically available as current_datetime in both greetings and prompts:

{{ current_datetime }}                      # Current timestamp
{{ current_datetime.hour }}                 # Current hour (0-23)
{{ current_datetime | datetime("%H:%M") }}  # Format with datetime filter
{{ current_datetime | datetime("%A") }}     # Day name (Monday, Tuesday, etc.)

Example usage:

{% if current_datetime.hour < 12 %}
Good morning, {{ contact.first_name }}!
{% elif current_datetime.hour < 17 %}
Good afternoon, {{ contact.first_name }}!
{% else %}
Good evening, {{ contact.first_name }}!
{% endif %}

Use current_datetime to build advanced time-based logic like business hours routing, time-of-day greetings, or scheduling constraints without needing external data sources.

Use the datetime filter for formatting. Direct date formatting methods are not available. Use the datetime filter shown above instead.

Conditional Logic

If Statement

{% if condition %}
  This shows if condition is true
{% endif %}

If-Else

{% if account_tier == "VIP" %}
  Provide VIP service
{% else %}
  Provide standard service
{% endif %}

If-Elif-Else

{% if account_value > 10000 %}
  Enterprise tier customer
{% elif account_value > 1000 %}
  Professional tier customer
{% else %}
  Standard tier customer
{% endif %}

Real-World Example

{% if language == "es" %}
Respond in Spanish. Use formal addressing (usted).
{% elif language == "fr" %}
Respond in French. Use formal addressing (vous).
{% elif language == "de" %}
Respond in German. Use formal addressing (Sie).
{% else %}
Respond in English. Use friendly, conversational tone.
{% endif %}

Filters

Filters transform variable values.

Common Filters

default: Provide fallback value

{{ contact.first_name | default("there") }}

upper: Convert to uppercase

{{ contact.last_name | upper }}

lower: Convert to lowercase

{{ contact.email | lower }}

title: Title case

{{ contact.first_name | title }}

length: Get length

{% if contact.phone_number | length > 10 %}
  International number detected
{% endif %}

datetime: Format datetime objects

{{ current_datetime | datetime("%H:%M") }}         # 14:30
{{ current_datetime | datetime("%d.%m.%Y") }}      # 24.01.2025
{{ current_datetime | datetime("%A, %B %d") }}     # Monday, January 24

Chaining Filters

{{ contact.first_name | default("Friend") | title }}

Loops

Iterate over lists (advanced use case):

{% for item in list_variable %}
  Process {{ item }}
{% endfor %}

Practical Examples

Example 1: Personalized Greeting

{% if contact.first_name %}
Hello {{ contact.first_name }}, great to hear from you!
{% else %}
Hello! Thanks for calling!
{% endif %}

{% if contact.email %}
I have your contact information on file, so I can send you a confirmation after our call.
{% endif %}

Example 2: Custom Business Logic (Requires Dynamic Context API)

{% if contact.first_name %}
Hello {{ contact.first_name }}, thanks for calling {{ company_name }}!
{% else %}
Hello! Thanks for calling {{ company_name }}!
{% endif %}

{% if account_tier == "premium" %}
As a premium customer, you have priority support. How can I help you today?
{% else %}
How can I help you today?
{% endif %}

Variables like company_name and account_tier must be provided by your Dynamic Context connection (set up by your development team). See Dynamic Context API.

Example 3: Time-Based Prompt Logic

Current time: {{ current_datetime | datetime("%H:%M") }}

{% if current_datetime.hour >= 17 or current_datetime.hour < 9 %}
Outside normal business hours. If customer needs immediate assistance:
"Our regular support hours are 9 AM to 5 PM. For urgent issues, I can take your information and have someone call you first thing in the morning, or you can reach our emergency line at [number]."
{% else %}
Within business hours. Full support available.
{% endif %}

Example 4: Multi-Language Support (Requires Dynamic Context API)

Customer's preferred language: {{ language | default("en") }}

{% if language == "es" %}
Language: Spanish
Greeting: "¡Hola!"
Tone: Formal (use "usted")
Knowledge collection: "FAQ Español"
{% elif language == "de" %}
Language: German
Greeting: "Guten Tag!"
Tone: Formal (use "Sie")
Knowledge collection: "FAQ Deutsch"
{% else %}
Language: English
Greeting: "Hello!"
Tone: Friendly and conversational
Knowledge collection: "FAQ English"
{% endif %}

Example 5: Account Tier Logic

Account value: ${{ account_value | default(0) }}

{% if account_value >= 50000 %}
ENTERPRISE CUSTOMER
- Offer white-glove service
- Direct access to account manager
- Priority response times
- Custom solutions available
{% elif account_value >= 10000 %}
PROFESSIONAL CUSTOMER
- Premium support tier
- Dedicated support team
- Priority queue
{% else %}
STANDARD CUSTOMER
- Standard support
- Knowledge base first
- Transfer for complex issues
{% endif %}

Testing Variables

Test with Different Data

Open the agent’s Test Agent menu and choose Chat, Web call, or Phone call
Test scenarios with different contact data:
- With first name vs without
- VIP vs standard customer
- Different languages
- Different timezone

Common Issues

Issue	Cause	Fix
Variable shows as blank	No default provided	Add `\| default("fallback")`
Syntax error	Typo in variable name	Check spelling against available variables
Condition not working	Wrong comparison operator	Use `==` not `=`
Filter not applying	Filter doesn’t exist	Check filter name spelling

Best Practices

Always Use Defaults

Never assume a variable has a value. Always provide defaults.❌ Bad:

Hello {{ contact.first_name }}!

✅ Good:

Hello {{ contact.first_name | default("there") }}!

Keep Logic Simple

Complex nested conditions are hard to debug. Keep it simple.❌ Too complex:

{% if account_tier == "VIP" and account_value > 10000 and region == "US" %}

✅ Simpler:

{% if account_tier == "VIP" %}

Test Edge Cases

Test with:

Missing data (all fields empty)
Unexpected values
Very long strings
Special characters

Next Steps

Prompt Engineering Guide

See variables in action with complete examples

Test Your Agent

Test your variables work correctly

​How Variables Work

​Variable Sources

​Built-in Contact Variables

​Everything Else: Dynamic Context API

​Available Variables

​Built-in Contact Variables

​Dynamic Context Variables

​Date & Time

​Conditional Logic

​If Statement

​If-Else

​If-Elif-Else

​Real-World Example

​Filters

​Common Filters

​Chaining Filters

​Loops

​Practical Examples

​Example 1: Personalized Greeting

​Example 2: Custom Business Logic (Requires Dynamic Context API)

​Example 3: Time-Based Prompt Logic

​Example 4: Multi-Language Support (Requires Dynamic Context API)

​Example 5: Account Tier Logic

​Testing Variables

​Test with Different Data

​Common Issues

​Best Practices

​Next Steps

Prompt Engineering Guide

Test Your Agent

How Variables Work

Variable Sources

Built-in Contact Variables

Everything Else: Dynamic Context API

Available Variables

Built-in Contact Variables

Dynamic Context Variables

Date & Time

Conditional Logic

If Statement

If-Else

If-Elif-Else

Real-World Example

Filters

Common Filters

Chaining Filters

Loops

Practical Examples

Example 1: Personalized Greeting

Example 2: Custom Business Logic (Requires Dynamic Context API)

Example 3: Time-Based Prompt Logic

Example 4: Multi-Language Support (Requires Dynamic Context API)

Example 5: Account Tier Logic

Testing Variables

Test with Different Data

Common Issues

Best Practices

Next Steps