Personalise conversations with variables

Variables insert call-specific or contact-specific information into a prompt. System variables are supplied by the platform; custom variables can come from the agent or campaign data.

Navigation pathAgents → Tools → variables

PrerequisitesThe exact variable names and the data source that will supply them.

Usage steps

Review Default System Variables. The editor lists current_date_time, customer_phone, inspra_phone and is_landline.
Copy the token shown by the platform and insert it where the prompt needs that value, using double braces such as {{customer_phone}}.
Use Add Agent Variable for values unique to the agent. Review the variable definition before saving.
For campaigns, use custom CSV column names that match the prompt variables, such as {{company}}.
Test a populated value and a missing value. Tell the agent how to proceed when a value is absent rather than reading an unresolved token aloud.

Personalise conversations with variables — Figure 12. System and agent-specific variables are below the tools list; scroll down to reach them.

Expected result. The prompt can use the correct information for each conversation.

Practical notes and troubleshooting. Preserve the exact spelling and case of each token. Use the token copied from the current interface when help text and examples differ.

Write the opening message and promptThe First Message is the opening the caller hears. The System Prompt tells the agent what to do throughout the conversation, including how to use tools and handle exceptions.Prepare and import campaign recipientsA campaign calls a defined recipient list with a selected agent. Start with a clean CSV so phone numbers and personalisation values map correctly.