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Actions

Collect data from the call

Name the facts the agent should pick up in every call — name, email, budget, the reason for calling.

Retrieval Variables are the facts the agent picks up in every call — a name, an email, the budget, the reason for calling. They appear in the call log, go into your emails, SMS and API requests, and the contact fields land in the CRM by themselves.

Set it up​

  1. Open the variables

    Open the agent → Actions. The variables are listed on the same tab. Every new agent starts with Email and Phone.

  2. Add a variable

    Click Add Variable and pick a type:

    • Contact fields (auto-save to CRM) — First name, Last name, Company: saved to the caller's CRM contact.
    • Custom fields — Text, Number, Boolean, Selector, Email, Phone.
  3. Describe it
    FieldWhat to enterExample
    NameThe name you will use in {{…}}budget
    DescriptionWhat it is and when to askThe monthly budget in euro. Ask if the caller wants an offer.
    Format Example (Optional)How the value should look500
    OptionsFor a Selector onlyBasic, Pro, Enterprise
    Show in form overlayShow the field in the website widget's formOn by default

Where the data goes​

  • The call log — the Variables column and the call's details.
  • Emails, SMS, WhatsApp and API requests — as {{variable_name}}.
  • The CRM — First name, Last name and Company update the caller's contact.

Show in form overlay: on a web call the field also appears in the widget's form, so the caller can type it instead of saying it.

Use cases​

  • Lead qualification — company, budget, timeline.
  • Routing — a Selector for the topic, then send the email to the right team.
  • Consent — a Boolean for agrees to receive offers.
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