> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryorato.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Variables

> Personalize every call with custom variables such as policy numbers, due dates, or plan names, filled in from your lead lists or from default values.

**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

![Variables section](https://mintcdn.com/oratoinc/_v09achgY1-wJkWh/images/app/assistant-variables.jpg?fit=max\&auto=format\&n=_v09achgY1-wJkWh\&q=85\&s=c8f6ece17f35ec2a548c6183a46212a8)

Create your own variables for any detail your agent needs.

**1. Name the variable**

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

**2. 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.

**3. Add it**

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

**4. 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](https://docs.tryorato.com/assistants/prompt.md) section. In **Instructions**, type `@` to pick a variable from a list.

```text theme={null}
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](https://docs.tryorato.com/campaigns.md) 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.

> [!TIP]
>
> 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.

> [!WARNING]
>
> 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.

## Next steps

> [card] [Leads](https://docs.tryorato.com/leads.md)
>
> Upload lists with extra columns that become lead details.

> [card] [Campaigns](https://docs.tryorato.com/campaigns.md)
>
> Map your columns to variables and launch.


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