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Overview

WhatsApp templates use variables (placeholders) like {{1}}, {{2}}, etc. Variable mapping connects these placeholders to actual data from your calls.

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Variable Sources

Choose where each template variable gets its data: Variable Mapping

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1. Call Metadata

Customer information from your system. Examples:
  • customer_name - Customer’s name
  • customer_email - Email address
  • customer_phone - Phone number
  • lead_id - CRM lead ID
  • Custom fields you defined
Configuration:
  • Select from dropdown of available metadata fields
  • Or choose “Other” to enter custom metadata key

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2. In-Call Variables (In-Call Only)

Dynamic data extracted from the live conversation. Configuration:
  • Variable Name: What to extract (e.g., otp_code, booking_id)
  • Description: Tell AI what to look for
Example: 
Field: otp_code
Description: 6-digit OTP code mentioned during the call
The AI will listen for this data in the conversation and extract it.

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3. Post-Call Variables (Post-Call Only)

AI-extracted information after the call ends. Examples:
  • appointment_date - Date customer selected
  • appointment_time - Time customer selected
  • interested - Whether customer showed interest
  • confirmation - Whether customer confirmed
  • Custom post-call variables you defined
Configuration:
  • Select from dropdown of configured post-call variables

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4. Static Values

Fixed text that never changes. Examples:
  • Company name: "ABC Company"
  • Support email: "support@company.com"
  • Website: "www.company.com"

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Template Sections

WhatsApp templates have three sections where variables can appear:

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Header Variables

Variables in the template header (usually {{1}}). Example Header: 
Hello {{1}}!
Mapping:
  • {{1}} → Call Metadata: customer_name

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Body Variables

Variables in the main message body. Example Body: 
Your appointment is on {{1}} at {{2}}.
Location: {{3}}
Mapping:
  • {{1}} → Post-Call Variables: appointment_date
  • {{2}} → Post-Call Variables: appointment_time
  • {{3}} → Static Value: "123 Main St"

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Button URL Variables

Variables in button click-to-action URLs. Example Button: 
[View Details] → https://company.com/booking/{{1}}
Mapping:
  • {{1}} → Post-Call Variables: booking_id

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In-Call vs Post-Call Differences

FeatureIn-CallPost-Call
Call Metadata✅ Available✅ Available
Dynamic DataIn-Call VariablesPost-Call Variables
Static Values✅ Available✅ Available
Data SourceLive conversationCall analysis

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Mapping Examples

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Example 1: OTP Message (In-Call)

Template: 
{{1}}, your OTP is {{2}}. Valid for 5 minutes.
Mapping:
  • {{1}} → Call Metadata: customer_name
  • {{2}} → In-Call Variables:
    • Name: otp_code
    • Description: “6-digit verification code”

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Example 2: Appointment Confirmation (Post-Call)

Template: 
Hi {{1}}, confirmed for {{2}} at {{3}}.
Call {{4}} to reschedule.
Mapping:
  • {{1}} → Call Metadata: customer_name
  • {{2}} → Post-Call Variables: appointment_date
  • {{3}} → Post-Call Variables: appointment_time
  • {{4}} → Static Value: (555) 123-4567
Template with Button: 
Hi {{1}}, complete your payment of ${{2}}.

[Pay Now] → https://pay.company.com/{{3}}
Mapping:
  • {{1}} → Call Metadata: customer_name
  • {{2}} → In-Call Variables:
    • Name: payment_amount
    • Description: “Total amount to pay”
  • {{3}} → In-Call Variables:
    • Name: payment_id
    • Description: “Unique payment ID”

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Metadata Fields

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System Metadata

Built-in fields automatically extracted from {{placeholders}} in your system prompt: Example System Prompt: 
You are calling {{customer_name}} about {{appointment_type}}.
Their email is {{customer_email}}.
Available Metadata:
  • customer_name
  • appointment_type
  • customer_email

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Custom Metadata

Add custom fields using “Other” option: Steps:
  1. Select “Other…” in metadata dropdown
  2. Enter custom key name (e.g., lead_score)
  3. This field will be available in your API calls

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Best Practices

  • Use metadata - For customer info that doesn’t change during calls
  • In-call for real-time - OTPs, payment IDs, dynamically generated data
  • Post-call for analysis - Appointment details, customer decisions
  • Static for constants - Company info, support contacts
  • Test before deploying - Send test messages to verify mappings
  • Clear variable names - Use descriptive names for in-call variables
In-call variables depend on AI extraction. Test thoroughly to ensure AI understands what to extract from conversations.
Keep in-call variable descriptions clear and specific so AI knows exactly what to listen for.