The Variables tab in the AI Agent Orchestration provides a centralized view of all variables used within an AI Agent Orchestration. These variables enable data exchange between the AI Agent, its Skills, and external systems, helping drive dynamic and context-aware automation.
You can view the variable list by pressing the {} button on the lower-left side of the screen.
Types of Variables
There are two types of variables shown in the list:
- System Variables: Automatically populated by the consumer application (e.g., Autopilot, Copilot, Studio). These provide contextual data such as Interaction ID, Caller ID, or Application input.
- Custom Variables: Created and managed by users. These are typically used within Skills (Integrations or Workflows) and help define what data the AI Agent should work with.
System Variables
System Variables are automatically populated by the platform or the consumer application and are available in every AI Agent session. These variables are also used to send relevant information to other applications (Studio, Copilot) to continue the interaction.
They cannot be edited or deleted.
The following system variables are available:
| Variable Name | Description
|
|---|---|
| Agent ID | Identifier of the current agent. |
| Application Input | Information provided by applications (Autopilot, Copilot, API). |
| Application Output | Information sent to applications (Autopilot, Copilot, API). |
| Call Direction | Direction of the call. Values: Inbound / Outbound. |
| Caller ID | Contact's identification (e.g., phone number). |
| Channel Name | The channel name of the current session. Values: VOICE, CHAT, SMS, FACEBOOK, EMAIL, WHATSAPP. |
| Channel Type | The channel type of the current session. Values: voice, digital, or agent_assist. |
| Customer Language | Dynamic variable that reflects the customer's currently detected spoken language. |
| End Automation Type | Indicates how the automation ended: inactivity or an unexpected call end. |
| Exit Reason | The reason the automation exited. Set by the platform when a session ends or escalates. |
| Interaction ID | Interaction's identification of a given voice or digital interaction. |
| Interaction Queues | Queue(s) where the interaction is currently routed or has been routed. |
| Last Received Message | Last message received from the contact person. |
| Last Received Message Metadata | JSON metadata of the last received message, including message ID and attachment details. |
| Last Skill Name | Name of the last used Skill. |
| Previous Response | Last message sent by the AI Agent. |
| Session ID | Session's identification of a given voice or digital interaction. |
| Timezone | Variable that defines the timezone applied to this automation. |
Custom Variables
The Custom Variables list displays all user-defined variables along with the following details:
- Name.
- Description.
- Where the variable is used (e.g., which Skills reference it).
Users can perform the following actions:
- Create a new custom variable
- Edit existing variables
- Delete existing variables
Defining a Custom Variable
When creating a new custom variable, the following fields must be provided:
- Name: A unique identifier used to reference the variable within the AI Agent system.
- Description: A clear explanation of what the variable represents. This helps the AI Agent understand how to use the variable correctly in its responses.
- List of Allowed Values: You can optionally define a list of allowed values for each variable. This helps guide the AI Agent on what inputs are acceptable when attempting to capture that variable during interaction.