Context makes each call personal and operationally useful.

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Examples

Pass customer or campaign data when starting a call: 
{
  "customer_name": "Awa",
  "city": "Cotonou",
  "preferred_language": "fr",
  "campaign": "loan-renewal",
  "account_status": "eligible"
}
The agent can use this context to greet the caller, avoid repeated questions, and route the conversation correctly.

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Best practices

  • Pass only data needed for the call
  • Avoid exposing sensitive data unless required
  • Keep field names consistent
  • Tell the agent which fields it may mention out loud
  • Store call outcomes back into your system after the call