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Variables hold data your agent needs before a call begins — a customer’s name, an account number, an appointment time, or anything else you pass in per call.

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Variable fields

Each variable, configured in the agent’s Variables tab, has:

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Lookup variables

A lookup-type variable resolves its value before the call starts, by looking it up in a reference dataset using another variable as the lookup key. Use this when a call should pull in data — like account details or order status — that isn’t passed in directly but can be looked up from a value you do have, such as a phone number or customer ID.
Variables resolve once, before the call starts. If your agent needs to track data that changes during the call, use state variables instead.

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Use variables in your prompt

Reference a variable by name with {{name}}, and branch your wording with conditionals:

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Add a variable

1

Open the Variables tab

In your agent, select the Variables tab.
2

Add a variable

Select the option to add a new variable.
3

Set its fields

Enter a name, type, and description. Mark it required if the call shouldn’t start without it, and set a default value if useful.
4

Configure lookup settings, if needed

For a lookup variable, select the reference dataset and the key variable to look it up by.
5

Save

Save the agent to apply the new variable.

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Next step

State variables to track data that changes during the call.