The Data tab decides what an agent knows. There are four parts, and they answer
different questions.
Context Sources
A context source fetches data before the call and maps the response onto context
variables the prompt and the opening line can use. An agent can have up to five.
Click Add Source.
Open Request details for Headers and Query parameters.
The phone numbers are sent for you
Fluents adds the call’s phone numbers to every source request, with no configuration:
Adding your own query parameters replaces the default phone fields. If you need
custom parameters, add from_phone back yourself.
Mapping the response
Test request runs the call and shows you a real response. Auto-map all fields
creates the mappings for you, or you can build them by hand under Variable
Mappings.
Return a 200 with an empty object rather than a 404 when you do not recognise the
caller. Unknown callers are normal and you want the call to continue.
Fallback Values
Used when a source does not return a value. Without them, a missing fact leaves a hole
in your greeting.
Set one for every variable that appears in the Initial Message. For a name, a
neutral value reads better than a blank.
Fluents supplies some context on its own, including today’s date and tomorrow’s date,
so you do not need to provide those.
Outbound Context Memory
Under Configuration. This is how an agent recognises someone your campaign called
earlier when they ring the number back.
A campaign already carries per contact context such as first_name, last_name and
email, with to_number as the contact’s number. Tick this box and that context
becomes available on the inbound call too.
Inbound calls combine context with the last outbound call between the same numbers,
filling only missing details.
Matching is on the numbers. If the contact rings back from a different phone, from a
switchboard, or with the number withheld, there is nothing to match and the call
arrives cold. Write the greeting so it survives that, and set fallback values.
Which one do I want
Use Outbound Context Memory for people your campaigns already called. Use a
Context Source for anything that lives outside Fluents, such as an order status or
a CRM record, and for callers who were never in a campaign. They work together.
Knowledge Bases
At the bottom of the tab. These are the documents the agent can search during a call,
rather than facts fetched before it. Attach them here, then see
Knowledge search for how the agent uses them.
Where to go next
- Agents for the rest of the agent settings.
- Campaigns for the contact context that feeds Outbound Context Memory.
- Post-call for what comes out of a call rather than what goes in.
