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Use Custom Values and built-in variable sources to make your Agent Studio workflows dynamic, reusable, and scalable. Instead of manually typing business details or contact information into every node, you can insert smart placeholders that automatically pull real data when your agent runs.
This guide explains how to use Account details, Contact data, real-time date and time, form submissions, and Custom Values inside your agents without duplication or manual updates.
Custom Values and Variables allow you to insert real information into your agent automatically. A variable is a placeholder written inside double curly braces, like {{contact.first_name}}, which is replaced with real data when the agent runs.
For example:
Hi {{contact.first_name}}
If the contact’s name is John, the message becomes: Hi John.
You can use variables anywhere you type text inside Agent Studio, including AI Agent prompts, Text Generation nodes, tool inputs, message cards, and conditional logic fields. Simply click the dropdown arrow in the text field to insert a variable or type it manually using {{ }}.
Agent Studio includes five built-in variable categories:
Account
Custom Values
Right Now
Form Data
Contact
Each category pulls information from a different part of your system.
Key Benefits of Using Variables in Agent Studio
Using variables helps you build dynamic and reusable agents.
Build once, use everywhere: One agent template can work across multiple locations automatically.
No manual updates: If a phone number or address changes, it updates everywhere instantly.
Automatic personalization: Pull contact names and CRM data into conversations without extra work.
Real-time awareness: Insert today’s date or current time automatically.
Safe execution: If a variable has no value, it returns blank instead of breaking your agent.
Custom Values
Custom Values are reusable key–value pairs you define in:
Settings → Custom Values
You create them once and use them anywhere.
Example:
Key: support_email
Value: support@yourcompany.com
Then inside your agent: For help, email {{custom_values.support_email}}
If you update the value later, it automatically updates everywhere the variable is used.
Update Custom Values from the AI Agent Action
Workflows that use the AI Agent action can update custom values directly with the Update Custom Value tool. This allows the agent to write context-based values during execution instead of relying only on fixed workflow branches.
Account variables pull business information from your Location settings.
Use these when your agent needs to reference:
Business name
Phone number
Address
Website
Logo URL
Example: Welcome to {{account.name}}. Call us at {{account.primary_phone}}.
These values pull directly from your Location settings.
Right Now Variables
Right Now variables insert live date and time information.
Examples include:
Today’s full date
Current time
Day of the week
Month or year
Example: Today is {{right_now.date}}.
The system automatically inserts the correct date based on the location’s timezone.
Form Data Variables
Form Data variables are available when your agent is triggered by a Form Submitted event.
Each form field becomes available as a variable.
Example: If your form has a field called “service_type”, you can use: You selected {{form.service_type}}
Important: Form variables only populate when the agent is triggered by a form submission.
Contact Variables
Contact variables pull information directly from the CRM record. They allow standard as well as custom fields for deep personalization.
Examples:
{{contact.first_name}}
{{contact.last_name}}
{{contact.email}}
Custom contact fields
If the contact record updates, the next time the agent runs it will use the updated information.
Contact vs Runtime Variables
Contact variables pull saved CRM data.
Runtime variables store temporary information collected during the current conversation.
If the information already exists in the contact record before the conversation starts, use Contact variables.
If the value is collected during the conversation, use Runtime variables.
How To Set Up Custom Values and Variables
Follow these steps to start using variables.
Step 1: Create Custom Values
Go to Settings → Custom Values and select Add Custom Value
Enter a Name and Value then click Create
Step 1: Create Custom Values (image 1 of 6)What this shows Go to Settings → Custom Values and select Add Custom Value Enter a Name and Value then click CreateWhat this showsIllustrates the "Step 1: Create Custom Values" section of "How to Use Custom Values and Variables in Agent Studio".This animation appears in the "Step 1: Create Custom Values" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: Go to Settings → Custom Values and select Add Custom Value Enter a Name and Value then click Create. Immediately after, the guide continues: Go to AI Agents → Agent Studio and open an existing agent or create a new one.Image 1 of 6Where to goGo to Settings → Custom Values and select Add Custom Value Enter a Name and Value then click Create
Buttons and menus referencedSettingsCustom ValuesAdd Custom ValueCreate
Next stepGo to AI Agents → Agent Studio and open an existing agent or create a new oneAll 2 steps in this procedure
Go to Settings → Custom Values and select Add Custom Value
Enter a Name and Value then click Create
Step 2: Open Agent Studio
Go to AI Agents → Agent Studio and open an existing agent or create a new one
Step 2: Open Agent Studio (image 2 of 6)What this shows Go to AI Agents → Agent Studio and open an existing agent or create a new oneWhat this showsIllustrates the "Step 2: Open Agent Studio" section of "How to Use Custom Values and Variables in Agent Studio".This screenshot appears in the "Step 2: Open Agent Studio" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: Go to AI Agents → Agent Studio and open an existing agent or create a new one. Immediately after, the guide continues: Note: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker.Image 2 of 6Where to goGo to AI Agents → Agent Studio and open an existing agent or create a new one
Buttons and menus referencedAI Agents → Agent Studio
Next stepNote: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker.
Step 3: Insert a Variable
Click inside any prompt or message field
Click the dropdown arrow in the field OR type {{ manually
Choose a category:
Account
Custom Values
Right Now
Form Data
Contact
Click a variable to insert it
Note: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker.
Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it (image 3 of 6)What this shows Note: Some nodes, such as API Call steps, generate runtime variables based on their output.What this showsIllustrates the "Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it" section of "How to Use Custom Values and Variables in Agent Studio".This screenshot appears in the "Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: Note: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker. Immediately after, the guide continues: If a value appears blank, verify that the corresponding data exists in the CRM or Location settings.Image 3 of 6What this coversNote: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker.Next stepIf a value appears blank, verify that the corresponding data exists in the CRM or Location settings.
Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it (image 4 of 6)What this shows Note: Some nodes, such as API Call steps, generate runtime variables based on their output.What this showsIllustrates the "Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it" section of "How to Use Custom Values and Variables in Agent Studio".This screenshot appears in the "Click inside any prompt or message fieldClick the dropdown arrow in the field OR type {{ manuallyChoose a category:AccountCustom ValuesRight NowForm DataContactClick a variable to insert it" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: Note: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker. Immediately after, the guide continues: If a value appears blank, verify that the corresponding data exists in the CRM or Location settings.Image 4 of 6What this coversNote: Some nodes, such as API Call steps, generate runtime variables based on their output. These variables can be reused in later steps by selecting them from the variable picker.Next stepIf a value appears blank, verify that the corresponding data exists in the CRM or Location settings.
Step 4: Save and Test
Click Save
Click Test
Run a sample conversation
Confirm variables resolve correctly
If a value appears blank, verify that the corresponding data exists in the CRM or Location settings.
Click SaveClick TestRun a sample conversationConfirm variables resolve correctly (image 5 of 6)What this shows If a value appears blank, verify that the corresponding data exists in the CRM or Location settings.What this showsIllustrates the "Click SaveClick TestRun a sample conversationConfirm variables resolve correctly" section of "How to Use Custom Values and Variables in Agent Studio".This screenshot appears in the "Click SaveClick TestRun a sample conversationConfirm variables resolve correctly" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: If a value appears blank, verify that the corresponding data exists in the CRM or Location settings. Immediately after, the guide continues: Once everything works correctly, promote the agent to Production.Image 5 of 6What this coversIf a value appears blank, verify that the corresponding data exists in the CRM or Location settings.Next stepOnce everything works correctly, promote the agent to Production.
Step 5: Publish
Once everything works correctly, promote the agent to Production.
Step 5: Publish (image 6 of 6)What this shows Once everything works correctly, promote the agent to Production.What this showsIllustrates the "Step 5: Publish" section of "How to Use Custom Values and Variables in Agent Studio".This screenshot appears in the "Step 5: Publish" section of "How to Use Custom Values and Variables in Agent Studio". The text alongside this image reads: Once everything works correctly, promote the agent to Production. Immediately after, the guide continues: Q: What happens if a Custom Value is deleted?Image 6 of 6What this coversOnce everything works correctly, promote the agent to Production.Next stepQ: What happens if a Custom Value is deleted?
Frequently Asked Question
Q: What happens if a Custom Value is deleted?
It returns an empty value instead of causing an error.
Q: Can I reference Opportunity or Task fields?
Currently supported sources are Account, Custom Values, Right Now, Form Data, and Contact.
Q: What Happens If a Variable Has No Value?
If a variable is missing or empty, the system returns a blank value. It does not cause an error or stop the agent from running. This ensures safe and reliable execution.
Q: Do Right Now variables respect timezone?
Yes. They use the sub-account’s timezone.
Q: Can Form Data variables be used anywhere?
They populate only when triggered by a Form Submitted event.
Q: Are variable placeholders case-sensitive?
Yes. Use the exact key names shown in the variable picker.
