The most important part of building a great agent is giving it the right context. In practice, we’ve found that preloading context—before a conversation begins—is the single highest-leverage way to improve agent performance.

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Preload hooks

You can preload context in a few different ways:

  1. API trigger: If you’re starting a conversation via the API, include a context object in your request.
    • This does not work for inbound calls, since they are initiated by the customer and not by you.
  2. CRM integration: If you’re using a supported CRM, we will automatically look up the customer based on identifiers like phone number or email. The agent will receive basic personalization context such as:
    • Name
    • Location
    • Company
  3. Webhook: Configure a webhook to dynamically provide context.
    • Before every conversation, the agent sends a conversation.setup event to your webhook endpoint.
    • Your server responds with the context you want to inject into the agent.

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How the context is used

Context provided via the API or webhook is used in two ways:

  • It’s injected into the agent’s runtime context
  • It’s available for prompt templating. You can define template variables in the Advanced tab and reference them in the prompt using $variable_name

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Examples

  • Trucking/logistics: Current load assignments, vehicle status, recent and upcoming jobs, etc.
  • Customer support: Account details, open support tickets, purchase history, recently closed tickets, etc.
  • Healthcare: Appointment history, insurance information, previous visits, etc.