Use customer data deliberately

For each service, list what is known before the conversation and what the assistant must ask. A callback desk may start with a ticket number and finish with a preferred callback time. Keep those responsibilities separate from the text of the greeting.

Supply starting information

Pass the fields supported by your selected call trigger or campaign, or configure a lookup before the call. Give missing data an explicit fallback in prompts. The template reference describes variable syntax and test values.

Collect an outcome

Enable extraction for the stages that collect information. Specify a name, type and description for each value, then check the stored result against the transcript. A value mentioned in a prompt is not automatically a reliably extracted field.

Read the correct contract

V2 returns starting fields as input and collected fields as result. The v1 API and editor templates still use initial_context and gathered_context; use their exact field names when configuring existing integrations. Treat customer-supplied text as data when forwarding it to another system.