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Variables let you personalize your agent’s greeting, prompt, and notifications with real data. This page explains where variables come from, when they become available, and where you can use them. If you want the full lifecycle view, including how live tool inputs differ from post-call values, read Conversation Data Flow.

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The Four Sources

SourceWhen it’s availableExample variables
Contact dataBefore the call starts (if the caller matches a contact){{contact.first_name}}, {{contact.email}}, {{contact.phone_number}}
Pre-call contextBefore the call starts (fetched from your API via Dynamic Context){{account_tier}}, {{open_tickets}}, {{last_order_status}}
Built-in systemAlways available{{current_datetime}}, {{timezone}}, {{direction}}, {{agent_uuid}}
Post-call insightsAfter the call ends (AI extracts from transcript){{dyn_appointment_date}}, {{dyn_issue_summary}}, {{dyn_caller_sentiment}}

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Contact Variables

Available automatically when the caller’s phone number matches a contact in your system. 
Hi {{contact.first_name | default("there")}}, thanks for calling.
Use | default("fallback") so the greeting still works when no contact is matched. Available fields: contact.first_name, contact.last_name, contact.full_name, contact.email, contact.phone_number

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Pre-Call Context (Dynamic Context)

Expert Mode The platform fetches this from your API before the conversation starts. Configure the endpoint in Call Flow → Before Call. Your API receives the caller’s number and agent ID, and returns JSON. Every field in the response becomes a variable. 
{% if account_tier == "enterprise" %}
This is a priority customer. Provide white-glove support.
{% else %}
Standard support flow.
{% endif %}
Set up Dynamic Context →

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Built-In System Variables

Always available in every conversation:
VariableWhat it contains
{{current_datetime}}Current date and time
{{timezone}}Agent’s configured timezone
{{direction}}inbound or outbound
{{medium}}Conversation channel, such as voice, web, or test
{{agent_uuid}}The agent’s unique ID
{{agent_number}}The phone number the agent is using
{{contact_number}}The caller’s phone number

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Post-Call Insight Variables

Available in Notifications after the call ends. AI extracts these from the transcript. Type {{dyn_ followed by a descriptive name: 
{{dyn_appointment_date}}  → AI finds the date mentioned
{{dyn_issue_summary}}     → AI summarizes the problem
{{dyn_next_steps}}        → AI identifies agreed action items
These only work in notification email templates, not in the agent’s prompt (the call is already over).

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Where You Can Use Variables

LocationContactPre-callSystemPost-call
Greeting messageYesYesYesNo
PromptYesYesYesNo
Notification emailsCustomer fields onlyNoConversation fields onlyYes
Notification emails use a separate post-call context. They do not receive live-call variables like {{contact.first_name}}, Dynamic Context fields, {{current_datetime}}, or {{timezone}} directly. Use notification variables such as {{customer_name}}, {{customer_email}}, {{customer_number}}, {{conversation_date}}, {{conversation_direction}}, {{conversation_summary}}, and {{dyn_*}}.

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Syntax

Variables use Jinja syntax: {{ variable_name }} Filters:
  • {{ contact.first_name | default("there") }} — fallback value
  • {{ current_datetime | datetime("%H:%M") }} — format dates
Conditionals: 
{% if direction == "outbound" %}
You are making an outbound call to {{contact.first_name}}.
{% else %}
A customer is calling in.
{% endif %}

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Debugging Variables

If a variable isn’t working:
  1. Check the source — is the contact matched? Is Dynamic Context returning data?
  2. Check spelling — variable names are case-sensitive
  3. Check the fallback — use | default("...") for variables that might be empty
  4. Test with different scenarios — inbound vs outbound, known vs unknown caller

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Next Steps

Conversation Data Flow

See how values move through the conversation lifecycle

Template Syntax

Reference the full Jinja syntax and advanced patterns

Dynamic Context

Set up pre-call data fetching

Notifications

Use post-call variables in email templates

Greeting Messages

Personalize greetings with variables