Variables & Personalization

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Overview

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Add Variables to Conversations

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What are Variables?

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Variable Syntax

Hello {{customer_name}}, thank you for calling {{company_name}}!

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Types of Variables

• {{customer_name}} - Customer’s name
• {{customer_email}} - Email address
• {{customer_phone}} - Phone number
• {{customer_company}} - Company name

• {{current_time}} - Current time
• {{current_date}} - Current date
• {{day_of_week}} - Day of the week
• {{timezone}} - Time zone

• {{call_duration}} - Length of current call
• {{call_id}} - Unique call identifier
• {{agent_name}} - Name of the agent

• Define your own variables
• Pull from CRM or database
• Use in any conversation flow

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Dynamic Variable Insertion

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Where to Use Variables

Good {{time_of_day}}, {{customer_name}}! How can I help you today?

Hi {{customer_name}}, I see you're calling about {{product_name}}. Is that correct?

Great! I've scheduled your appointment for {{appointment_date}} at {{appointment_time}}.

Perfect, {{customer_name}}. I've sent a confirmation email to {{customer_email}}.

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Variable Processing

• Variables are resolved in real-time during the call
• Values are pulled from connected data sources
• Fallback values used if data unavailable

• CRM integrations (Salesforce, HubSpot, etc.)
• Customer database
• Call context and history
• External APIs

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Using Customer Data in Conversations

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CRM Integration

• Customer data automatically pulled from CRM
• Available immediately when call starts
• Updates in real-time during conversation

1. Caller’s phone number identified
2. System looks up customer in CRM
3. Customer data loaded into variables
4. Agent uses data in conversation

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Data Mapping

• Map CRM fields to Tabbly variables
• Custom field names supported
• Transform data format if needed

CRM Field: "First Name" → Tabbly Variable: {{customer_name}}
CRM Field: "Email Address" → Tabbly Variable: {{customer_email}}
CRM Field: "Last Order Date" → Tabbly Variable: {{last_order_date}}

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Dynamic Personalization

Hello {{customer_name}}, I see you're a {{customer_tier}} member. How can I help you today?

Based on your last purchase of {{last_product}}, I think you might be interested in {{recommended_product}}.

I see you called us {{days_since_last_call}} days ago about {{previous_issue}}. Has that been resolved?

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Advanced Variable Usage

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Conditional Variables

{{#if customer_tier == "Premium"}}
Thank you for being a Premium member!
{{else}}
Would you like to learn about our Premium membership?
{{/if}}

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Calculated Variables

Your next appointment is in {{days_until_appointment}} days.

Your order total is ${{order_subtotal + tax - discount}}.

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Nested Variables

{{customer.address.street}}, {{customer.address.city}}, {{customer.address.state}}

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Variable Best Practices

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Common Variable Examples

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Appointment Scheduling

I've scheduled your appointment for {{appointment_date}} at {{appointment_time}} with {{provider_name}} at {{location_address}}.

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Order Status

Hi {{customer_name}}, your order #{{order_number}} for {{product_name}} is currently {{order_status}} and will be delivered by {{delivery_date}}.

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Support Tickets

I see you have an open ticket #{{ticket_number}} about {{ticket_subject}}. Our team is working on it and will update you by {{estimated_resolution_date}}.

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Billing

Your account balance is ${{account_balance}}. Your next payment of ${{next_payment_amount}} is due on {{payment_due_date}}.

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Troubleshooting

• Check variable name spelling
• Verify data source connection
• Test with sample data
• Review error logs

• Ensure CRM integration is active
• Check data mapping configuration
• Verify customer record exists
• Set up fallback values

• Check date/time format settings
• Verify number formatting
• Test with different data types
• Review variable syntax

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Next Steps

• Learn about data management: Data Management
• Configure agent settings: Agent Configuration