Variables Reference

Overview

Variables allow you to capture, store, and reuse data throughout your workflows. Cloom AI provides three types of variables that you can use to personalize messages and build dynamic workflows.

Variable Syntax

All variables use double curly brace syntax:

{{variable_name}}

Variables can be used in:

Email subject lines and body content
SMS message templates
Voice prompts (limited)
Conditional routing logic
API calls and webhooks

Variable Types

User Data

Basic contact information and business details

Route Variables

Data extracted from conversations

Event Data

Workflow metadata and conversation history

1. User Data Variables

Access basic contact and business information directly:

Contact Information

string

The contact’s full name

string

The contact’s email address

string

The original email subject line (email workflows only)

Business Information

string

Your company name as configured in Cloom AI

string

Unique identifier for your business in Cloom AI

Example Usage

Email Template

Hello {{name}},

Thank you for contacting {{business.name}}. We received your
message about "{{subject}}" and are here to help.

Best regards,
{{business.name}} Team

Output:

Hello John Smith,

Thank you for contacting Acme Corp. We received your
message about "Order Status Inquiry" and are here to help.

Best regards,
Acme Corp Team

2. Route Variables (Extracted Data)

Route variables are extracted from user conversations based on your workflow configuration.

How Route Variables Work

You define variables in your route configuration
The AI analyzes the conversation
The AI extracts relevant information
Variables become available for use in subsequent nodes

Variable Types

When creating route variables, choose from:

Text

Any string of textExamples:

{{routes.customer_name}}
{{routes.product_description}}
{{routes.feedback_comment}}

Date

Date values (automatically parsed and formatted)Examples:

{{routes.order_date}}
{{routes.delivery_date}}
{{routes.appointment_time}}

Number

Numeric values (integers or decimals)Examples:

{{routes.order_number}}
{{routes.quantity}}
{{routes.refund_amount}}

Boolean

True/false valuesExamples:

{{routes.wants_refund}}
{{routes.product_arrived}}
{{routes.email_consent}}

Naming Convention

Use descriptive, lowercase names with underscores: ✅ Good:

{{routes.tracking_number}}
{{routes.order_date}}
{{routes.customer_complaint}}

❌ Avoid:

{{routes.var1}}
{{routes.TrackingNumber}}
{{routes.data}}

Example: Order Status Workflow

Route Configuration:

Variable: order_number (Number)
Variable: order_date (Date)

Usage in Email:

Hi {{name}},

We've located your order #{{routes.order_number}} from
{{routes.order_date}}.

Your package is currently in transit and should arrive within
2-3 business days.

Output:

Hi Sarah Johnson,

We've located your order #123456 from December 10, 2025.

Your package is currently in transit and should arrive within
2-3 business days.

3. Event Data (Workflow Metadata)

Event data provides access to workflow routing decisions, conversation metadata, and AI reasoning.

Routing Information

string

The name of the route that was selectedExample: “Product Not Received”

string

The AI’s explanation for why it chose this route

Conversation History

datetime

Timestamp of the last AI response

string

Email address of the person who initiated the conversation

Example Usage

Internal Notification

New support ticket routed via: {{event_data.inbound_email.route}}

Customer: {{event_data.inbound_email.sender_email}}
Received: {{event_data.last_email_response.responded_at}}

AI Reasoning: {{event_data.last_email_response.reasoning}}

Variable Best Practices

Always Have Fallbacks

Not all variables may be available. Plan for missing data:

Hello {{name}}!

(or if name is missing)

Hello there!

Use Descriptive Names

Make variable names self-documenting:

tracking_number ✅
tn ❌

Test Thoroughly

Send test messages to verify variables populate correctly

Document Your Variables

Keep a list of variables used in each workflow for team reference

Common Use Cases

Personalized Greetings

Hello {{name}},

Thank you for reaching out to {{business.name}}.

Order Tracking

Your order #{{routes.order_number}} from {{routes.order_date}}
is {{routes.order_status}}.

Appointment Confirmation

This confirms your appointment on {{routes.appointment_date}}
at {{routes.appointment_time}} with {{routes.provider_name}}.

Support Ticket Reference

Ticket #{{routes.ticket_number}} - {{routes.issue_category}}

Opened: {{event_data.inbound_email.received_at}}
Status: {{routes.ticket_status}}

Conditional Logic (Advanced)

Some nodes support conditional logic based on variables:

If {{routes.order_total}} > 100:
  Send to: "High Value Customer Route"
Else:
  Send to: "Standard Customer Route"

Conditional logic availability varies by node type. Check specific node documentation for details.

Debugging Variables

If variables aren’t appearing correctly:

Check spelling: Variable names are case-sensitive
Verify extraction: Review conversation logs to confirm variables were extracted
Test syntax: Use {{variable_name}} not {variable_name} or {{{variable_name}}}
Check scope: Ensure the variable is available in the current node

Viewing Extracted Variables

To see what variables were extracted:

Navigate to Voice Logs, Email Logs, or SMS Logs
Click on a conversation
Look for the Variables Extracted section

Variable Limitations

Be aware of these limitations:

Variables must be extracted before they can be used
Voice routing requires prompts that explicitly ask for variables
Some special characters in variable values may need escaping
Very long variable values may be truncated in some contexts

Next Steps

Voice Routing

Learn how to extract variables from voice calls

Email Setup

Configure email with variable extraction

SMS Setup

Use variables in SMS workflows

Getting Started

Voice Bot

SMS

Email

Reference

Overview

Variable Syntax

Variable Types

User Data

Route Variables

Event Data

1. User Data Variables

Contact Information

Business Information

Example Usage

2. Route Variables (Extracted Data)

How Route Variables Work

Variable Types

Naming Convention

Example: Order Status Workflow

3. Event Data (Workflow Metadata)

Routing Information

Conversation History

Example Usage

Variable Best Practices

Common Use Cases

Personalized Greetings

Order Tracking

Appointment Confirmation

Support Ticket Reference

Conditional Logic (Advanced)

Debugging Variables

Viewing Extracted Variables

Variable Limitations

Next Steps

Voice Routing

Email Setup

SMS Setup

​Overview

​Variable Syntax

​Variable Types

User Data

Route Variables

Event Data

​1. User Data Variables

​Contact Information

​Business Information

​Example Usage

​2. Route Variables (Extracted Data)

​How Route Variables Work

​Variable Types

​Naming Convention

​Example: Order Status Workflow

​3. Event Data (Workflow Metadata)

​Routing Information

​Conversation History

​Example Usage

​Variable Best Practices

​Common Use Cases

​Personalized Greetings

​Order Tracking

​Appointment Confirmation

​Support Ticket Reference

​Conditional Logic (Advanced)

​Debugging Variables

​Viewing Extracted Variables

​Variable Limitations

​Next Steps

Voice Routing

Email Setup

SMS Setup

Overview

Variable Syntax

Variable Types

1. User Data Variables

Contact Information

Business Information

Example Usage

2. Route Variables (Extracted Data)

How Route Variables Work

Variable Types

Naming Convention

Example: Order Status Workflow

3. Event Data (Workflow Metadata)

Routing Information

Conversation History

Example Usage

Variable Best Practices

Common Use Cases

Personalized Greetings

Order Tracking

Appointment Confirmation

Support Ticket Reference

Conditional Logic (Advanced)

Debugging Variables

Viewing Extracted Variables

Variable Limitations

Next Steps