What are dynamic variables?
Special placeholders like {{user_name}} that let you add custom information to your agent's speech. The agent replaces these with real data during calls.
How to use them
You can simply add the variables to your text, with double curly braces around them:
"Hello {{user_name}}, I see you're interested in {{product_name}}."
Where you can use them
Instructions
Greetings
Custom action descriptions
Custom action input data
Voicemail messages
Warm transfer messages
SMS message content
We also have built-in variables you can use
These work automatically - no setup needed:
{{current_time_[timezone]}} - Current time in specified the timezone you want, for example:
{{current_time_Australia/Sydney}}Example: ”Thursday, March 28, 2024 at 11:46:04 PM AEDT”{{call_type}} - Call type, which can be web_call or phone_call
{{direction}} - Call direction,
inboundoroutbound{{user_number}} - User’s phone number (from_number for inbound, to_number for outbound)
{{agent_number}} - Agent’s phone number (to_number for inbound, from_number for outbound)
How to send the variables to your agent:
There are two ways for outbound phone calls:
... And one way for inbound phone calls:
When someone calls, your agent checks your system for customer info, and your system then returns variables. When received, the agent picks up the phone. This way you can even greet customers by name when they make an inbound call.
What if a dynamic variable is empty?
If you don't set a value for a variable, it will show up as {{variable_name}} in the agent's speech.
But you don't want that of course, because then the agent greets the customer with "Hello customer name!" if you added the variable to the greeting and there was no name found. So you can add a fallback word or phrase.
Go to your agent > setup tab > scroll down until you see the variables button below. Click on it:
Then click on "Add fallbacks":
And here you can add the fallbacks:
