Contact Variables in Calls

When your AI assistant handles calls, contact information is automatically made available to personalize the conversation. This guide explains how contact data is used during calls.

Overview

Contact variables allow your assistant to access information about the caller during a conversation. This enables personalized, context-aware interactions that improve the customer experience.

Available Contact Variables

When a call is connected, the following contact information is automatically provided to your assistant:

Basic Information

• Name: The contact's name (if available)
• Email: The contact's email address (if available)
• Phone: The contact's phone number (always available)

Additional Information

• Tags: Any tags associated with the contact for categorization
• History: Previous interaction history with the contact
• Metadata: Custom information stored for the contact

How Variables Work

Automatic Population

When a call begins:

1. The system identifies the contact based on their phone number
2. Contact information is retrieved from the database
3. Available data is automatically provided to the assistant
4. The assistant can use this information during the conversation

Smart Variable Handling

The system intelligently handles contact variables:

• Available Data Only: Only information that exists is provided to the assistant
• No Default Values: If a contact's name or email is not available, the variable is simply not included
• Always Current: Information is retrieved in real-time for each call
• Metadata Inclusion: Custom metadata is automatically expanded and made available

Example Scenarios

Scenario 1: Complete Contact Information

• Contact has name, email, phone, and tags
• All information is available to the assistant
• Assistant can personalize greetings and responses

Scenario 2: Limited Contact Information

• Contact only has phone number
• Only phone number is provided to the assistant
• Assistant handles the conversation professionally without assuming name or email

Scenario 3: Campaign Calls

• Outbound call to a contact from a campaign
• Contact information including history is provided
• Assistant can reference previous interactions

Benefits

Personalized Conversations

• Name Recognition: Greet contacts by name when available
• Context Awareness: Reference previous interactions
• Targeted Communication: Use tags to tailor the conversation

Better Customer Experience

• Reduced Repetition: Access to history prevents asking for information already provided
• Continuity: Smooth conversation flow with context from previous calls
• Professional Service: Appropriate handling whether full or limited information is available

Accurate Data Handling

• No Assumptions: System doesn't add placeholder values for missing information
• Clean Data: Only real contact information is used
• Reliable Service: Assistants work correctly regardless of available data

Technical Details

Variable Population Process

1. Call Initiated: Incoming or outgoing call begins
2. Contact Lookup: System finds contact by phone number
3. Data Retrieval: Contact information is loaded from database
4. Variable Preparation: Available fields are prepared for the assistant
5. Metadata Expansion: Custom metadata is included as individual variables
6. Assistant Access: All variables are provided to the assistant for use during the call

Data Privacy

• Secure Handling: All contact information is securely transmitted
• Access Control: Only authorized assistants can access contact data
• Audit Trail: Variable access and usage is logged for security

Best Practices

For Contact Management

• Keep Information Updated: Regularly update contact information for better personalization
• Use Metadata Effectively: Store relevant custom information in metadata fields
• Add Meaningful Tags: Use tags to categorize contacts for targeted communication

For Assistant Configuration

• Design for Variable Availability: Configure assistants to handle both complete and limited information
• Use Variables Appropriately: Reference contact information naturally in conversations
• Test Different Scenarios: Verify assistant behavior with varying levels of contact information

For Privacy Compliance

• Follow Regulations: Ensure contact data usage complies with privacy laws
• Transparent Communication: Inform contacts about data usage during calls
• Secure Storage: Maintain secure storage of all contact information

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Recent Improvements

The contact variable system has been recently improved to handle data more accurately:

• Smarter Variable Inclusion: Only actual contact data is included, not placeholder values
• Better Error Handling: Improved reliability when contact information is incomplete
• Enhanced Logging: Better debugging capabilities for system administrators

These improvements ensure your assistants provide the best possible service regardless of available contact information.

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If you have questions about contact variables or need help optimizing your assistant's use of contact information, please contact your administrator or support team!