Pass call context to the WhatsApp agent
Text Agents & InboxNewSep 28 – Oct 4, 2026
Pass a call's context to the text agent that answers on WhatsApp, so it already knows it when the customer replies.
When a voice sequence or a voice agent sends a WhatsApp template, the customer often replies to it. Now the text agent that answers on WhatsApp can start that chat already knowing the context, such as a policy number.
Conversation variables
The WhatsApp fallback of a voice sequence and a voice agent's Send WhatsApp template action have a Conversation variables (optional) section. It lists the variables the receiving text agent declares, and it only appears when that agent declares some.
- In the WhatsApp fallback, map each variable to a contact field.
- In the Send WhatsApp template action, fill each one with a call variable, such as {{policy_number}}, or with fixed text.
- Leave a row blank to skip it.
The WhatsApp agent then knows that context when the customer replies.