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Overview

Variables allow you to personalize conversations by dynamically inserting customer data, context, and real-time information into your agent’s responses.

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Add Variables to Conversations

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What are Variables?

Variables are placeholders that get replaced with actual values during conversations. They enable personalization and dynamic content insertion.

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Variable Syntax

Variables use double curly braces: {{variable_name}} Example: 
Hello {{customer_name}}, thank you for calling {{company_name}}!

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Types of Variables

Customer Data Variables
  • {{customer_name}} - Customer’s name
  • {{customer_email}} - Email address
  • {{customer_phone}} - Phone number
  • {{customer_company}} - Company name
Context Variables
  • {{current_time}} - Current time
  • {{current_date}} - Current date
  • {{day_of_week}} - Day of the week
  • {{timezone}} - Time zone
Call Variables
  • {{call_duration}} - Length of current call
  • {{call_id}} - Unique call identifier
  • {{agent_name}} - Name of the agent
Custom Variables
  • 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

Greetings 
Good {{time_of_day}}, {{customer_name}}! How can I help you today?
Questions 
Hi {{customer_name}}, I see you're calling about {{product_name}}. Is that correct?
Responses 
Great! I've scheduled your appointment for {{appointment_date}} at {{appointment_time}}.
Confirmations 
Perfect, {{customer_name}}. I've sent a confirmation email to {{customer_email}}.

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Variable Processing

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

Automatic Data Pull
  • Customer data automatically pulled from CRM
  • Available immediately when call starts
  • Updates in real-time during conversation
Example Flow:
  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

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

Personalized Greetings 
Hello {{customer_name}}, I see you're a {{customer_tier}} member. How can I help you today?
Context-Aware Responses 
Based on your last purchase of {{last_product}}, I think you might be interested in {{recommended_product}}.
Historical Context 
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-Then Logic 
{{#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

Date Calculations 
Your next appointment is in {{days_until_appointment}} days.
Mathematical Operations 
Your order total is ${{order_subtotal + tax - discount}}.

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Nested Variables

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

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Variable Best Practices

Provide fallback values for variables that might be missing. Example: {{customer_name|"there"}}
Test all variables with sample data to ensure they work correctly. Verify formatting and accuracy.
Use variables naturally in conversation. Don’t over-personalize or make it feel forced.
Be mindful of privacy. Only use customer data that’s appropriate and consented to.
Ensure variable resolution is fast. Slow data lookups can cause delays in conversation.

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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

Variables Not Resolving
  • Check variable name spelling
  • Verify data source connection
  • Test with sample data
  • Review error logs
Missing Data
  • Ensure CRM integration is active
  • Check data mapping configuration
  • Verify customer record exists
  • Set up fallback values
Formatting Issues
  • Check date/time format settings
  • Verify number formatting
  • Test with different data types
  • Review variable syntax

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Next Steps