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Overview

Variable Source & Formatting allows you to:
  1. Format Variables - Control how numbers, dates, and times are spoken
  2. Source from CRMs - Pull variable values from integrated systems like LeadSquared or HubSpot
This ensures your agent speaks data in a natural, human-friendly way and can access customer information from your CRM during calls.

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How It Works

For each variable in your system prompt (like {{customer_name}} or {{order_amount}}), you can: 1. Set Format: How the value should be spoken 
Variable: order_amount = 2500
Format: [Number] Nearest Thousands
Agent says: "Your order is for two thousand five hundred rupees"
2. Set Source: Where to get the value from 
Variable: customer_name
Source: LeadSquared
Key: ProspectFirstName
Agent gets: Value from your LeadSquared CRM

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Variable Formatting

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Number Formats

Format: [Number] Full WordsUse For: Exact amounts, prices, quantitiesExamples:
2500 → "two thousand five hundred"
15000 → "fifteen thousand"
125000 → "one lakh twenty-five thousand"
Format: [Number] Nearest HundredsUse For: Approximate amounts, quick estimatesHow It Works: Rounds to nearest 100Examples:
2459 → Rounds to 2500 → "two thousand five hundred"
15723 → Rounds to 15700 → "fifteen thousand seven hundred"
987 → Rounds to 1000 → "one thousand"
Format: [Number] Nearest ThousandsUse For: Large amounts, simplified pricingHow It Works: Rounds to nearest 1,000Examples:
2459 → Rounds to 2000 → "two thousand"
15723 → Rounds to 16000 → "sixteen thousand"
125890 → Rounds to 126000 → "one lakh twenty-six thousand"
Format: [Number] Nearest LakhsUse For: Indian numbering system, real estate, salariesHow It Works: Rounds to nearest 1,00,000 (1 lakh)Examples:
145000 → Rounds to 100000 → "one lakh"
2456789 → Rounds to 2500000 → "twenty-five lakhs"
10234567 → Rounds to 10000000 → "one crore"

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Date Formats

Format: [Date] DayInput: ISO date format (YYYY-MM-DD)Examples:
2024-12-25 → "Twenty-fifth"
2024-01-01 → "First"
2024-03-21 → "Twenty-first"
Format: [Date] Day MonthInput: ISO date format (YYYY-MM-DD)Examples:
2024-12-25 → "Twenty-fifth December"
2024-01-01 → "First January"
2024-03-21 → "Twenty-first March"
Format: [Date] Day Month YearInput: ISO date format (YYYY-MM-DD)Examples:
2024-12-25 → "Twenty-fifth December Twenty twenty-four"
2024-01-01 → "First January Twenty twenty-four"
2015-06-15 → "Fifteenth June Twenty fifteen"

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Time Formats

Format: [Time] Hour Minute AM/PMInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS) or just timeExamples:
2024-12-25T14:30:00 → "Two thirty pm"
2024-01-15T09:15:00 → "Nine fifteen am"
2024-06-10T00:00:00 → "Twelve am"

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DateTime Formats

Format: [DateTime] Full SentenceInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Output: Time, on Day, Date Month, YearExamples:
2024-12-25T14:30:00 → "Two thirty pm, on Wednesday, Twenty-fifth December, Twenty twenty-four"
2024-01-01T09:00:00 → "Nine am, on Monday, First January, Twenty twenty-four"
Format: [DateTime] Sentence Without YearInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Output: Time, on Day, Date MonthExamples:
2024-12-25T14:30:00 → "Two thirty pm, on Wednesday, Twenty-fifth December"
2024-01-01T09:00:00 → "Nine am, on Monday, First January"
Format: [DateTime] Hour Minute AM/PMInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Examples:
2024-12-25T14:30:00 → "Two thirty pm"
2024-01-01T09:00:00 → "Nine am"
Format: [DateTime] DayInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Examples:
2024-12-25T14:30:00 → "Twenty-fifth"
2024-01-01T09:00:00 → "First"
Format: [DateTime] Day MonthInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Examples:
2024-12-25T14:30:00 → "Twenty-fifth December"
2024-01-01T09:00:00 → "First January"
Format: [DateTime] Day Month YearInput: ISO datetime format (YYYY-MM-DDTHH:MM:SS)Examples:
2024-12-25T14:30:00 → "Twenty-fifth December Twenty twenty-four"
2024-01-01T09:00:00 → "First January Twenty twenty-four"

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CRM Integration Sourcing

Pull variable values from your integrated CRM systems.

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Supported Integrations

Purpose: Source customer data from LeadSquared CRMSetup:
  1. Connect LeadSquared integration
  2. Select variable
  3. Choose “LeadSquared” as source
  4. Select field from dropdown (auto-loaded from your LeadSquared)

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Configuration

1

Navigate to Variable Source

In your agent configuration, find the Variable Source and Pre Format section
Variables from your system prompt (like {{customer_name}}) automatically appear in the list
2

Click Edit on a Variable

Click the Edit button next to any variable you want to configure
3

Set Format

Format: Choose how the variable should be spoken
  • Select “No” for no formatting (default)
  • Select appropriate format based on data type
Examples:
  • order_amount → [Number] Full Words
  • appointment_date → [Date] Day Month Year
  • delivery_time → [Time] Hour Minute AM/PM
4

Set Source (Optional)

If you have CRM integrations:Source: Select integration (LeadSquared, HubSpot, etc.)Key Value: Select the field from your CRM
If you don’t select a source, the variable uses the value from call metadata (passed via API).
5

Save

Click “Save” to apply the configuration

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Special Variables

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Phone Number Formatting

For the user_phone_number variable, you have an additional option: Format as Indian:
  • Automatically adds 91 prefix for 10-digit numbers
  • Converts 9876543210 to 919876543210
Use When:
  • Making outbound calls to Indian phone numbers
  • Need international format for Indian numbers
  • All your customers have Indian phone numbers
Important: If “Format as Indian” is enabled, calls will NOT be placed to non-Indian numbers. Only enable this if you are exclusively calling Indian phone numbers.
Behavior:
  • 10-digit number (e.g., 9876543210) → Automatically adds 91 prefix → Call placed to 919876543210
  • Non-Indian number (e.g., 14155552671) → Call will not be placed
Only enable “Format as Indian” if you are certain all phone numbers in your system are Indian (10-digit format). For international calling, leave this option disabled and ensure phone numbers include the country code.

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Use Cases

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E-commerce Order Confirmation

Variables: 
{{customer_name}}
Format: No
Source: LeadSquared → ProspectFirstName

{{order_amount}}
Format: [Number] Full Words
Source: (from call metadata)

{{delivery_date}}
Format: [Date] Day Month
Source: (from call metadata)
Agent says: “Hi Rajesh, your order for two thousand five hundred rupees will be delivered on twenty-fifth December”

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Appointment Booking

Variables: 
{{customer_name}}
Format: No
Source: HubSpot → firstname

{{appointment_date}}
Format: [DateTime] Sentence Without Year
Source: (from call metadata)
Agent says: “Hello Sarah, your appointment is on fifteenth January at three thirty PM”

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Loan Application

Variables: 
{{applicant_name}}
Format: No
Source: LeadSquared → ProspectFirstName

{{loan_amount}}
Format: [Number] Nearest Lakhs
Source: (from call metadata)

{{application_id}}
Format: No
Source: (from call metadata)
Agent says: “Dear Amit, your loan application for five lakhs has been received. Your application ID is A-B-C-one-two-three-four”

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Best Practices

Choose formats that sound natural for your use caseGood:
  • Price → [Number] Full Words (“two thousand five hundred”)
  • Large numbers → [Number] Nearest Lakhs (“five lakhs”)
  • Dates → [Date] Day Month (“twenty-fifth December”)
Avoid:
  • Price → [Number] Nearest Hundreds (sounds imprecise)
  • Appointment → [Date] Day only (missing month context)
Use Test Call to hear how formatted variables soundProcess:
  1. Configure format
  2. Run test call with sample data
  3. Listen to how agent speaks the value
  4. Adjust format if needed
When CRM fields change:
  1. Review variable mappings
  2. Update field selections
  3. Test with live data
Apply the same format to similar variablesExample:
order_amount → [Number] Full Words
discount_amount → [Number] Full Words
total_amount → [Number] Full Words

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Troubleshooting

Possible Causes:
  • Format set to “No”
  • Variable value is not in expected format
  • Data type mismatch
Solutions:
  1. Verify format is selected (not “No”)
  2. Check variable value is correct type (number for number formats, date for date formats)
  3. Test with sample values
Issue: Can’t see CRM fields in dropdownCauses:
  • Integration not connected
  • Integration permissions issue
  • API connection problem
Solutions:
  1. Verify CRM integration is connected in Integrations page
  2. Check integration has read permissions for contacts/leads
  3. Try reconnecting integration
  4. Contact support if persistent
Issue: Agent speaks wrong customer dataCauses:
  • Wrong field mapped
  • Customer not found in CRM
  • Field empty in CRM
Solutions:
  1. Verify correct CRM field is selected
  2. Check customer exists in CRM with matching phone/email
  3. Ensure CRM field has data
  4. Review call logs for CRM lookup results
Issue: Date pronunciation is awkwardExamples:
Wrong format: "two zero two four twelve twenty-five"
Right format: "twenty-fifth December twenty twenty-four"
Solution: Use appropriate date format:
  • [Date] Day Month Year for full dates
  • [Date] Day Month for dates in current year

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Advanced Configuration

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Custom Variable Addition

You can add custom variables not in your system prompt:
1

Click + Button

Click the ”+” button below the variable list
2

Enter Variable Name

Type the variable name (will be available as {{variable_name}})
3

Configure Format and Source

Set format and CRM source as needed
4

Use in System Prompt

Add the variable to your system prompt to use it

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Getting Help

Test Formatting

Use Test Call to verify variables are formatted and sourced correctly

Contact Support

Our team can help configure CRM integrations and variable formatting