Call Context

Introduction

Provide additional information to your assistants to improve call quality and personalization. Context helps assistants understand the lead better and have more relevant conversations.

Context

The context field allows you to provide additional information that the assistant can use during the call. This can be a string or an object.

String Context

Provide context as a simple string:

{
  "call": {
    "context": "This lead is interested in premium plans and has a budget of $500/month"
  }
}

Object Context

Provide structured context as an object:

{
  "call": {
    "context": {
      "product": "Premium Plan",
      "budget": 500,
      "previous_interaction": "Viewed pricing page 3 times",
      "company_size": "50-100 employees"
    }
  }
}

Call-Level Context

Context provided at the call level applies only to that specific call:

{
  "lead_id": 123,
  "call": {
    "context": "VIP customer, previous purchase history, interested in enterprise upgrade"
  }
}

Campaign-Level Context

Context provided at the campaign level applies to all calls in the campaign:

{
  "schedule": {
    "context": "This is a Q4 sales campaign focusing on enterprise customers"
  }
}

Campaign-level context is useful when all leads in a campaign share similar characteristics or goals.

First Message

Customize the opening message with first_message:

{
  "call": {
    "first_message": "Hi, I'm calling from Acme Corp about your recent inquiry regarding our enterprise solutions."
  }
}

This gives you control over how the assistant introduces itself and starts the conversation.

When to Use First Message

Brand consistency: Ensure consistent messaging across calls
Specific campaigns: Tailor the opening for specific marketing campaigns
Lead context: Reference specific information about the lead
Urgency: Communicate time-sensitive information upfront

Call Source

Use call_source to track where calls originate from. This appears in webhooks and helps with analytics:

{
  "call": {
    "call_source": "api_campaign"
  }
}

Common values include:

api - Direct API call
api_campaign - Campaign created via API
dashboard - Manual call from dashboard
Custom values for your own tracking (e.g., website_form, crm_sync, marketing_automation)

Using Call Source for Analytics

Track call performance by source:

{
  "call": {
    "call_source": "website_form_contact_us"
  }
}

Then filter webhook events by call_source to analyze:

Which sources generate the best call outcomes
Answer rates by source
Conversion rates by source

Examples

Context with Lead Information

{
  "lead": {
    "phone_number": "+15551234567",
    "first_name": "Alice",
    "last_name": "Johnson"
  },
  "call": {
    "context": {
      "customer_tier": "VIP",
      "previous_purchase": true,
      "interested_in": "Enterprise Plan",
      "budget_range": "500-1000",
      "decision_timeline": "This month"
    },
    "first_message": "Hello Alice, I'm calling from Acme Corp. I see you've been looking at our Enterprise Plan - I'd love to discuss how it can help your business."
  }
}

Campaign with Shared Context

{
  "schedule": {
    "name": "Q4 Enterprise Campaign",
    "context": {
      "campaign_goal": "Enterprise plan upgrades",
      "target_segment": "Existing customers",
      "promotion": "20% discount for Q4",
      "urgency": "Limited time offer"
    }
  }
}

All calls in this campaign will have access to this context, helping assistants maintain consistent messaging.

Context with Call Source Tracking

{
  "call": {
    "call_source": "crm_lead_qualification",
    "context": {
      "source": "LinkedIn ad",
      "landing_page": "/enterprise",
      "form_data": {
        "company_size": "100+",
        "industry": "Technology"
      }
    }
  }
}

Best Practices

Be specific: Provide concrete information rather than vague descriptions
Include relevant details: Budget, timeline, previous interactions, etc.
Keep it concise: Too much context can overwhelm the assistant
Use structured data: Objects are easier for assistants to parse than long strings
Update context: Refresh context based on new information from previous calls

Assistants - Learn about assistant configuration and post-call settings
Calls - Learn about creating individual calls
Campaigns - Learn about batch campaigns
Leads - Configure lead properties

API Reference

Create Call - Full API documentation
Create Campaign - Campaign context options

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