User Guide: Using Variables in Scripts

For: Campaign Managers, Script Designers
Last Updated: January 26, 2026

Introduction
Quick Start
Variable Syntax
Standard Variables
Custom Variables via Description Field
CSV Upload with Variables
Examples by Industry
Best Practices
Troubleshooting

Introduction

Variables allow you to personalize AI voice calls by inserting dynamic data into your scripts. Instead of generic greetings like “Hello customer”, you can say “Hello John, I’m calling about your Honda City”.

What Variables Can Do

✅ Personalize greetings with customer names
✅ Reference specific products, policies, or orders
✅ Include custom data like appointment dates, locations
✅ Support multiple languages
✅ Make calls feel natural and relevant

Quick Start

Step 1: Add Variables to Your Script

In your script editor, use double curly braces:

Hello {{first_name}}, I'm calling from {{company_name}} 
regarding your {{product_name}}.

Step 2: Provide Values in CSV or Description

Option A: CSV Upload

phone,first_name,last_name,product_name
+1234567890,John,Doe,Honda City
+0987654321,Jane,Smith,Toyota Camry

Option B: Description Field

{"product_name": "Honda City", "policy_number": "POL-12345"}

Step 3: AI Speaks Personalized Script

The AI will say:

“Hello John, I’m calling from ABC Motors regarding your Honda City.”

Variable Syntax

Format

Variables use double curly braces: {{variable_name}}

Rules

Rule	Example	Notes
Use lowercase with underscores	`{{first_name}}` ✅	Not `{{FirstName}}`
No spaces inside braces	`{{product_name}}` ✅	Not `{{ product name }}`
Letters, numbers, underscores only	`{{order_id_123}}` ✅	Not `{{order-id}}`

Valid Examples

{{first_name}}
{{last_name}}
{{product_name}}
{{appointment_date}}
{{policy_number}}
{{dealer_location}}
{{custom_field_1}}

Standard Variables

These variables are automatically available from your contact list:

Variable	Description	Example Value
`{{first_name}}`	Contact’s first name	John
`{{last_name}}`	Contact’s last name	Doe
`{{full_name}}`	First + Last name	John Doe
`{{email}}`	Contact’s email	john@example.com
`{{phone}}`	Contact’s phone number	+1234567890

Usage in Script

Hello {{first_name}} {{last_name}}, 

I'm reaching out from XYZ Insurance regarding your policy. 
We have your email as {{email}} - is that still correct?

Custom Variables via Description Field

For additional personalization, use the Description field when creating contacts or campaigns.

⚠️ CRITICAL WARNING: PREVENTING HALLUCINATIONS When using custom variables (especially in segments), you MUST ensure that every contact has a valid description containing the required variables. If a proper description is not added, the AI may hallucinate or invent information to fill the missing script placeholders. This can lead to the AI stating incorrect names, dates, or details. To prevent this, always ensure your contact descriptions are complete and accurate before launching a campaign.

Format Options

Option 1: JSON Format (Recommended)

{
  "product_name": "Honda Glamour",
  "model_year": "2024",
  "dealer_name": "ABC Motors",
  "service_date": "February 15, 2026",
  "warranty_status": "Active"
}

Option 2: Key-Value Format

product_name: Honda Glamour
model_year: 2024
dealer_name: ABC Motors
service_date: February 15, 2026

Option 3: Equals Format

product_name=Honda Glamour; model_year=2024; dealer_name=ABC Motors

Using Custom Variables in Script

Hello {{first_name}}, I'm calling from {{dealer_name}} about your 
{{model_year}} {{product_name}}. 

Your scheduled service date is {{service_date}}. 
Would this time work for you?

Result:

“Hello John, I’m calling from ABC Motors about your 2024 Honda Glamour. Your scheduled service date is February 15, 2026. Would this time work for you?”

CSV Upload with Variables

CSV Structure

Your CSV file should have columns matching the variable names:

phone,first_name,last_name,email,product_name,appointment_date,location
+1234567890,John,Doe,john@email.com,Honda City,March 10,Mumbai
+0987654321,Jane,Smith,jane@email.com,Toyota Camry,March 12,Delhi
+1122334455,Raj,Kumar,raj@email.com,Maruti Swift,March 15,Bangalore

Column Name Mapping

CSV Column	Variable in Script
`phone`	Used for calling (required)
`first_name`	`{{first_name}}`
`last_name`	`{{last_name}}`
`email`	`{{email}}`
`product_name`	`{{product_name}}`
`appointment_date`	`{{appointment_date}}`
`location`	`{{location}}`

Tips for CSV

First row must be headers (column names)
Phone column is required for making calls
Use consistent naming - first_name not FirstName or First Name
Avoid special characters in values that might confuse the AI

Examples by Industry

🚗 Automotive - Service Reminder

Description Field:

{
  "vehicle_model": "Honda City",
  "vehicle_year": "2023",
  "last_service_date": "September 2025",
  "service_due": "March 2026",
  "dealer_name": "Sunrise Honda"
}

Script:

Hello {{first_name}}, this is a courtesy call from {{dealer_name}}.

I'm calling regarding your {{vehicle_year}} {{vehicle_model}}. 
Our records show your last service was in {{last_service_date}}, 
and your next service is due in {{service_due}}.

Would you like to schedule an appointment?

[If Yes] → Great! What day works best for you?
[If No] → No problem. We'll send you a reminder closer to the date.

🏥 Healthcare - Appointment Reminder

Description Field:

{
  "doctor_name": "Dr. Sarah Johnson",
  "appointment_date": "February 20, 2026",
  "appointment_time": "10:30 AM",
  "clinic_name": "City Health Clinic",
  "clinic_address": "123 Medical Plaza"
}

Script:

Hello {{first_name}}, this is a reminder from {{clinic_name}}.

You have an appointment with {{doctor_name}} on {{appointment_date}} 
at {{appointment_time}}.

Our clinic is located at {{clinic_address}}.

Can we confirm your attendance?

[If Yes] → Wonderful! Please arrive 15 minutes early.
[If Reschedule] → Sure, let me check available slots for you.

🏦 Banking - Loan Follow-up

Description Field:

{
  "loan_type": "Home Loan",
  "loan_amount": "₹50,00,000",
  "interest_rate": "8.5%",
  "branch_name": "MG Road Branch",
  "relationship_manager": "Amit Sharma"
}

Script:

Hello {{first_name}}, I'm calling from ABC Bank, {{branch_name}}.

You recently inquired about our {{loan_type}} options. 
We can offer you up to {{loan_amount}} at {{interest_rate}} interest rate.

Your relationship manager {{relationship_manager}} would like to 
discuss this further. Would you like to schedule a call with them?

[If Yes] → Great! When would be a convenient time?
[If More Info] → Sure, I can provide more details right now.

📦 E-commerce - Order Delivery

Description Field:

{
  "order_id": "ORD-789456",
  "product_ordered": "Samsung Galaxy S24",
  "delivery_date": "February 18, 2026",
  "delivery_slot": "2 PM - 6 PM"
}

Script:

Hello {{first_name}}, this is regarding your order {{order_id}}.

Your {{product_ordered}} is scheduled for delivery on {{delivery_date}} 
between {{delivery_slot}}.

Will someone be available to receive the package?

[If Yes] → Perfect! Our delivery partner will call before arriving.
[If Reschedule] → No problem, let me check alternative slots.

🎓 Education - Admission Follow-up

Description Field:

{
  "course_name": "MBA in Finance",
  "intake_date": "July 2026",
  "scholarship_status": "Eligible for 20% scholarship",
  "counselor_name": "Priya Patel"
}

Script:

Hello {{first_name}}, I'm calling from ABC University.

I understand you're interested in our {{course_name}} program 
for the {{intake_date}} intake.

Good news - based on your profile, you are {{scholarship_status}}.

Would you like to speak with our counselor {{counselor_name}} 
for more details?

[If Yes] → Excellent! Let me connect you or schedule a call.
[If Later] → Sure, when would be a good time to call back?

Best Practices

✅ DO

Test your scripts with sample data before launching campaigns
Have fallbacks for missing variables:
```
Hello {{first_name}}, ... 
```
If first_name is empty, the system will remove the placeholder gracefully.
Keep variable names descriptive:
- Good: {{appointment_date}}, {{product_model}}
- Bad: {{x1}}, {{data}}
Match CSV columns to variable names exactly
Use proper capitalization in values (not variable names):
- CSV value: John (capitalized)
- Variable: {{first_name}} (lowercase)

❌ DON’T

Don’t use spaces in variable names:
- Wrong: {{first name}}
- Right: {{first_name}}
Don’t use special characters:
- Wrong: {{user-name}}, {{product.type}}
- Right: {{user_name}}, {{product_type}}
Don’t assume variables will always have values - design scripts to work even if some data is missing
Don’t put sensitive data (passwords, full SSN) in variables

Troubleshooting

Variable Not Replaced

Problem: AI says {{first_name}} literally instead of the name. Solutions:

Check variable name spelling matches exactly
Ensure CSV column header matches variable name
Check Description field JSON is valid
Look for typos in curly braces

Empty Variable

Problem: AI pauses awkwardly where variable should be. Solutions:

Ensure data exists in CSV/Description
Check for empty cells in CSV
System removes empty placeholders - rewrite script to flow naturally

Wrong Value Inserted

Problem: Wrong customer name or product mentioned. Solutions:

Verify CSV row matches the phone number
Check for duplicate phone numbers
Ensure Description field is unique per contact

Variable Appears Twice

Problem: {{first_name}} shows the name, then shows {{first_name}} as text. Solution: Check for duplicate variable in script - maybe in a hidden node or edge.

Support

If you need help with script variables:

Check this documentation first
Test with a sample contact before bulk campaigns
Contact support with:
- Your script content
- Sample CSV row
- Description field value
- What the AI actually said

Quick Reference Card

┌─────────────────────────────────────────────────────────────┐
│                 VARIABLE QUICK REFERENCE                     │
├─────────────────────────────────────────────────────────────┤
│                                                              │
│  SYNTAX:        {{variable_name}}                           │
│                                                              │
│  STANDARD:      {{first_name}}  {{last_name}}  {{email}}    │
│                 {{phone}}  {{full_name}}                     │
│                                                              │
│  CUSTOM:        Add in Description field as JSON:           │
│                 {"key": "value", "key2": "value2"}          │
│                                                              │
│  CSV HEADER:    Must match variable name exactly            │
│                 first_name → {{first_name}}                 │
│                                                              │
│  EXAMPLE:       Hello {{first_name}}, calling about your    │
│                 {{product_name}}. Your appointment is on    │
│                 {{appointment_date}}.                        │
│                                                              │
└─────────────────────────────────────────────────────────────┘

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​User Guide: Using Variables in Scripts

​Table of Contents

​Introduction

​What Variables Can Do

​Quick Start

​Step 1: Add Variables to Your Script

​Step 2: Provide Values in CSV or Description

​Step 3: AI Speaks Personalized Script

​Variable Syntax

​Format

​Rules

​Valid Examples

​Standard Variables

​Usage in Script

​Custom Variables via Description Field

​Format Options

​Option 1: JSON Format (Recommended)

​Option 2: Key-Value Format

​Option 3: Equals Format

​Using Custom Variables in Script

​CSV Upload with Variables

​CSV Structure

​Column Name Mapping

​Tips for CSV

​Examples by Industry

​🚗 Automotive - Service Reminder

​🏥 Healthcare - Appointment Reminder

​🏦 Banking - Loan Follow-up

​📦 E-commerce - Order Delivery

​🎓 Education - Admission Follow-up

​Best Practices

​✅ DO

​❌ DON’T

​Troubleshooting

​Variable Not Replaced

​Empty Variable

​Wrong Value Inserted

​Variable Appears Twice

​Support

​Quick Reference Card

User Guide: Using Variables in Scripts

Table of Contents

Introduction

What Variables Can Do

Quick Start

Step 1: Add Variables to Your Script

Step 2: Provide Values in CSV or Description

Step 3: AI Speaks Personalized Script

Variable Syntax

Format

Rules

Valid Examples

Standard Variables

Usage in Script

Custom Variables via Description Field

Format Options

Option 1: JSON Format (Recommended)

Option 2: Key-Value Format

Option 3: Equals Format

Using Custom Variables in Script

CSV Upload with Variables

CSV Structure

Column Name Mapping

Tips for CSV

Examples by Industry

🚗 Automotive - Service Reminder

🏥 Healthcare - Appointment Reminder

🏦 Banking - Loan Follow-up

📦 E-commerce - Order Delivery

🎓 Education - Admission Follow-up

Best Practices

✅ DO

❌ DON’T

Troubleshooting

Variable Not Replaced

Empty Variable

Wrong Value Inserted

Variable Appears Twice

Support

Quick Reference Card