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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

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Contact Variables

Available automatically when the caller’s phone number matches a contact in your system.
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.
Set up Dynamic Context →

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Built-In System Variables

Always available in every conversation:

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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:
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

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:

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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