Agent Awareness
Understand what information your AI agent has access to and learn how to leverage it for more personalized, effective customer interactions.
Knowledge is Power
To effectively utilize your AI agent, it's important to understand what information it is inherently aware of. This knowledge allows you to craft more precise instructions and create natural, informative interactions with your customers.
Your AI agent has access to certain pieces of information by default, which you can leverage in your instructions and conversations to provide personalized, context-aware service.
Available Information
Explore what your agent knows during conversations
Information Available to Your Agent
Current Language
EnglishThe language being used in the conversation
Example: "You are currently speaking with us in English."
Business Name
[Your Business Name]Your configured business or team name
Example: "Thank you for calling Acme Corporation."
Current Date
6/27/2025Today's date at the time of interaction
Example: "Today's date is 6/27/2025."
Current Time
02:21 AMThe current time at the moment of interaction
Example: "It's currently 02:21 AM."
Real-World Applications
See how to use available information in practice
Practical Use Cases
Instruction:
If someone asks if we're open, check the current time against our business hours (9 AM to 5 PM) and respond accordingly.
Agent Responses:
During business hours:
"Yes, we're currently open and available to assist you."
Outside business hours:
"Our business hours are from 9 AM to 5 PM. Please leave a message, and we'll get back to you as soon as possible."
Using Information in API Calls
Incorporate known variables into your API integrations to personalize and streamline processes.
Example: Customer Lookup via Webhook
Webhook Configuration:
URL: https://api.yourbusiness.com/getCustomer
Method: POST
Headers: {
"Content-Type": "application/json",
"Authorization": "Bearer your_api_token"
}
Body: {
"phone_number": "$caller_phone"
}Agent: "Let me look up your account using your phone number... I see you have 3 recent orders with us."
Pro Tip: Use variables like $caller_phone,$caller_name, and $current_time in your webhook configurations for dynamic API calls.
Self-Awareness Configuration
Define your agent's identity and capabilities to ensure clear, accurate communication with customers.
Identity
Who your agent represents and its role
"I am the customer service agent for ABC Company"
Purpose & Role
What your agent does and its responsibilities
"I help customers with product inquiries and support"
Capabilities
What actions your agent can perform
"I can schedule appointments and send follow-ups"
Pro Tip: Clear self-awareness helps your agent provide accurate information about its capabilities and limitations.
Learn more about writing agent instructions →Operational Awareness
Configure operational parameters to ensure your agent works within your business framework.
Business Hours
Define when your business is open
"We're open Mon-Fri 9AM-5PM PST"
Security & Privacy
Set boundaries on information sharing
"Never share payment details"
Available Tools
List tools your agent can use
"Can send SMS, emails, and update CRM"
Important: Operational awareness ensures your agent works within defined boundaries and uses tools appropriately.
Configure available tools →Best Practices
Verify Caller ID Accuracy
Caller ID information may not always be accurate or available. Always have a fallback plan.
💡 If caller ID is missing, politely ask: "May I have your name, please?"
Privacy Compliance
Ensure that using personal information adheres to privacy laws and regulations. Never share or misuse personal data.
💡 Only use caller information for legitimate business purposes and with proper consent.
Time Zone Awareness
Your callers may be in different time zones, specify the time zone when providing time-related information.
💡 Example: "It's currently 3:00 PM Pacific Time."
Consistent Branding
Use the exact business name as configured to maintain professionalism and brand consistency.
💡 Set your business name correctly in agent configuration and use it consistently in greetings.
Quick Reference: Available Variables
General Information
$current_language- Active language$business_name- Your business name$current_date- Today's date$current_time- Current time
Phone-Specific
$caller_name- Caller ID name$caller_phone- Caller's number- * Phone-specific variables only available during voice calls
Ready to Create Smarter Interactions?
Now that you understand what information your AI agent has access to, you can create more personalized and effective customer interactions.