Platform
Variable
A variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations.
A variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations.
What Variable means
A variable is a named value captured, calculated, or retrieved during a conversation and reused in logic, messages, actions, or integrations.
Variables turn unstructured dialogue into operational data. Examples include caller name, intent, postal code, appointment time, eligibilityEligibilityEligibility is the set of conditions that determines whether a prospect can move to a service, quote, appointment, application, or specialist. answer, or CRMCRMA CRM is the system used to manage leads, contacts, accounts, opportunities, activity, ownership, and follow-up. record ID. Names, types, allowed values, and empty states should be defined before the variable drives decisions.
How it works
A node collects or retrieves a value, validates or normalizes it, and stores it for the current workflowWorkflowA workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process.. Later nodes reference the value in prompts, conditions, routing, API requests, or write-back. Sensitive values require appropriate access and retention.
Practical use cases
Using postal code for service-area routing
Passing qualification answers to the CRM
Personalizing a confirmation with the booked time
Do not create a variable without a consumer. Every captured value should support a decision, action, record, or customer confirmation.
Frequently asked questions
Why does Variable matter?
Do not create a variable without a consumer. Every captured value should support a decision, action, record, or customer confirmation.
What happens when a variable is missing?
The flow should define a default, ask for clarification, retrieve the value from another source, skip the dependent action, or escalate. Silent null values often create broken routing.
Source: Thoughtly’s node documentation.
Related concepts: decision treeDecision treeA decision tree is a branching structure that selects the next conversation step from answers, rules, data, or events., routing rulesRouting rulesRouting rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability., crm write back, conversation flowConversation flowA conversation flow is the designed path through greeting, intent capture, qualification, actions, routing, fallback, and closing..