Context Variables

What Are Context Variables?

Context variables let you personalize each call with dynamic information. Instead of generic conversations, your agent can address callers by name, reference their account details, or mention specific products they’ve purchased.

How It Works

When you trigger a call (via campaign or API), you pass context data that the agent uses during the conversation. Example: Instead of saying “Hello, how can I help you?”, the agent says “Hello John, I’m calling about your order #12345.”

Using Context Variables

In the Workflow Editor

Reference variables using double curly braces:

Hello {{ customer_name }}, this is {{ agent_name }} from {{ company_name }}.
I'm calling about your recent {{ product_name }} purchase.

Example Variables

Common business variables you can declare and pass:

Variable	Description	Example
`{{ customer_name }}`	Caller’s name	”John Smith”
`{{ company_name }}`	Your company name	”Acme Corp”
`{{ agent_name }}`	Agent’s persona name	”Sarah”
`{{ appointment_date }}`	Scheduled date	”January 15th”
`{{ order_number }}`	Order reference	”#12345”

Custom Variables

You can define any custom variable. Declare it first in the agent’s Template Context Variables (the variables button of the editor), then use it in your workflow and provide the value when triggering calls.

Saving is refused when a text uses a variable that does not exist, and the error names that variable. A variable exists when Tala provides it (such as {{ phone_number }}, {{ first_name }}, {{ greeting_name }}, or {{ email }} once the caller has confirmed it), when an earlier step of your agent collects it with extraction turned on, or when it is declared in the agent’s variables under exactly that name. Without this check, a misspelled variable would stay empty during the call.

Example workflow text:

Hi {{ first_name }}, I noticed you left items in your cart,
including {{ cart_item }}. Would you like to complete your purchase?

Data you provide:

{
  "first_name": "Marie",
  "cart_item": "the blue running shoes"
}

Passing Variables

Via Campaigns

When uploading a CSV for campaigns, each column becomes a variable:

phone_number,first_name,appointment_date,doctor_name
+33612345678,Jean,15 janvier,Dr. Martin
+33698765432,Marie,16 janvier,Dr. Dupont

These become {{ first_name }}, {{ appointment_date }}, and {{ doctor_name }} in your workflow. Declare the columns you use in the agent’s variables (first_name is already provided by Tala) so that your texts can be saved.

Via API

Vous pouvez déclencher des appels et passer des variables de contexte via l’API. L’accès est disponible sur demande — contactez notre équipe pour obtenir vos identifiants.

Best Practices

Provide Fallbacks

Handle missing data gracefully with fallback syntax

Keep It Natural

Don’t overload conversations with too many variables

Test Variations

Test with different data to ensure natural flow

Verify Data Quality

Ensure your data source has clean, accurate information

Common Use Cases

Appointment Reminders

Hi {{ patient_name }}, this is a reminder about your appointment
with {{ doctor_name }} on {{ appointment_date }} at {{ appointment_time }}.

Order Follow-ups

Hello {{ customer_name }}, your order {{ order_number }} was delivered on
{{ delivery_date }}. Are you satisfied with your {{ product_name }}?

Lead Qualification

Hi {{ lead_name }}, I'm following up on your interest in {{ product_name }}.
You mentioned you're looking for {{ use_case }}. Is that still the case?

Getting Started

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Pricing

Features

API

Context Variables

What Are Context Variables?

How It Works

Using Context Variables

In the Workflow Editor

Example Variables

Custom Variables

Passing Variables

Via Campaigns

Via API

Best Practices

Provide Fallbacks

Keep It Natural

Test Variations

Verify Data Quality

Common Use Cases

Appointment Reminders

Order Follow-ups

Lead Qualification

Next Steps

​What Are Context Variables?

​How It Works

​Using Context Variables

​In the Workflow Editor

​Example Variables

​Custom Variables

​Passing Variables

​Via Campaigns

​Via API

​Best Practices

Provide Fallbacks

Keep It Natural

Test Variations

Verify Data Quality

​Common Use Cases

​Appointment Reminders

​Order Follow-ups

​Lead Qualification

​Next Steps

What Are Context Variables?

How It Works

Using Context Variables

In the Workflow Editor

Example Variables

Custom Variables

Passing Variables

Via Campaigns

Via API

Best Practices

Common Use Cases

Appointment Reminders

Order Follow-ups

Lead Qualification

Next Steps