Variables

Variables are placeholders in your prompt that Orato replaces with real values for each conversation. Use them to make every call personal: greet the lead by name, quote their policy number, or remind them of a due date. Open any assistant and click Variables in the editor’s left menu.

System variables

System variables come from the lead or call automatically. You don’t need to create them.

Variable	Filled with
`{{customer_name}}`	The lead’s name

Custom variables

Create your own variables for any detail your agent needs.

Name the variable

Under Add variable, type a name between the braces, for example policy_number or person_dob. Use lowercase letters and underscores.

Set a default (optional)

Enter a Default value. The agent uses it on test calls, inbound calls, widget sessions, and guest calls, where there’s no lead list to read from.

Add it

Click Add to prompt. The variable is listed under Your variables and you can insert it into your instructions.

Save

Click Save changes at the bottom of the editor.

To delete a variable, click Remove next to it. You can edit a variable’s default value at any time.

Use variables in your prompt

Insert a variable anywhere in the First message or Instructions on the Prompt section. In Instructions, type @ to pick a variable from a list.

Hi {{customer_name}}, this is Riya from Acme Insurance. I'm calling about
your {{plan_name}} policy, number {{policy_number}}. Your premium of
₹{{premium_amount}} is due on {{due_date}}. Would you like to renew today?

Where the values come from

Where the call starts	Value used
Campaign	The lead list column you match to the variable when creating the campaign
Test agent, inbound call, website widget, or guest call	The variable’s Default value

Map lead columns in a campaign

When you create a campaign with an assistant that has custom variables, the Agent step lists every column your file needs, for example Name, Phone, Policy number, Plan name, Premium amount, Due date, City, and Advisor name. Your column names don’t have to match. In the Lead file step, under Match your columns, choose what each column is used as, such as matching your Premium column to Premium amount. Pick Don’t use for columns you want to ignore. If your file has no column for a variable, the wizard tells you how many details weren’t found. Match each one to a column, or type one value for everyone to use the same value for every lead in the campaign.

Click Download a sample file in the campaign wizard to get a template with exactly the columns your assistant expects.

Example: insurance renewal reminders

Variable	Lead column	Example value
`{{policy_number}}`	Policy No	POL-4821
`{{plan_name}}`	Plan Name	Family Health Plus
`{{premium_amount}}`	Premium	12500
`{{due_date}}`	Due Date	15-11-2026
`{{city}}`	City	Patna
`{{advisor_name}}`	Advisor	Neha Sharma

Upload a list with these columns, match them in the campaign, and every lead hears their own policy details.

If a variable has no matched column and no default, the agent has nothing to say for it. Give every variable a sensible default, or tell the agent in its instructions what to do when a value is missing.

Getting started

Build assistants

Inventory

Deploy

Monitor

Manage account

Guides

System variables

Custom variables

Use variables in your prompt

Where the values come from

Map lead columns in a campaign

Example: insurance renewal reminders

Next steps

Leads

Campaigns