Introduction

In wolkvox Studio, variables are "dynamic data" that the system captures during an interaction (voice, chat, email/interactions, CRM events, analytics, etc.), and that you can reuse within a flow to make decisions, personalize messages, send information to external services (webhooks), record traceability, or automate actions.

The good news is that wolkvox Studio displays, for each type of flow, an official list of available variables in a help panel.

How to View the List of Variables in wolkvox Studio?

The process is the same for each type of flow (voice, chat, interactions, CRM...): Open the routing point in wolkvox Studio (according to the type you are going to edit).

1. In the top bar of the designer, click on the Variables icon (it appears as a button with an "x").
2. A side panel (or window) will open with the variables tab, where you will see the available list for that type of routing.
   • Practical Note: The panel only "displays" variables that apply to the type of flow you are editing. Therefore, the list changes if you are in Voice routing, Chat routing, Interaction routing, or CRM Routing.

Variables by Routing Point Type

Voice Routing Point (Voice routing / calls)

These variables represent technical data of the call and the origin/destination:

• $ani (Automatic Number Identification): Origin number (caller ID).
  • What it is used for: Identify who is calling, route by number, search/create customer in CRM, block/allow numbers.
  • What information it stores: The incoming phone number (origin).
• $dnis (Dialed Number Information Service): Dialed number (destination).
  • What it is used for: Route according to the number dialed (different lines, campaigns, branches).
  • What information it stores: The DID/entry dialed by the customer.
• $type_call: Type of call.
  • What it is used for: Condition the flow depending on whether it is inbound (incoming call), internal (internal call), outbound_ma (manual outbound call), out_pre (outbound call from predictive campaign).
  • What information it stores: The "mode" of the call.
  • Default values:
    • inbound
    • internal
    • outbound_ma
    • out_pre
• $id_customer: Customer identifier within the system/database.
  • What it is used for: Relate the call to a customer record, check history, trigger CRM actions.
  • What information it stores: Associated customer ID.
• $id_call: Unique call identifier.
  • What it is used for: Traceability, auditing, external integrations, logs, correlation with recordings/QA.
  • What information it stores: Unique ID of that call.
• $webrtc: Indicates if the call comes from the chat widget and if it was audio or video (WebRTC context).
  • What it is used for: Adapt the flow if the origin is web (e.g., validate browser, channel, experience).
  • What information it stores: The type of WebRTC communication (audio/video) when applicable.
  • Default values:
    • audio
    • video

Chat Routing Point (Chat routing)

Applies to chats from: web widget, WhatsApp, Instagram Direct, Facebook Messenger (and other channels listed in $channel).

Chat Content and Context Variables

• $txt_query: Text sent by the customer.
  • What it is used for: Analyze intent, execute logic by keywords, feed NLP/AI, generate responses.
  • What information it stores: The customer's last message (text).
• $cust_email: Customer's email (if available).
  • What it is used for: Identification, update/creation in CRM, notifications.
  • What information it stores: Contact email.
• $cust_phone: Customer's phone (if the channel provides it).
  • What it is used for: Identification, CRM match, escalation to call, validations.
  • What information it stores: Customer's phone number.
• $cust_name: Customer's name.
  • What it is used for: Personalize messages, create CRM record, contextual greeting.
  • What information it stores: Name available in the channel.
• $id_customer: Customer ID.
  • What it is used for: Link chat with the customer record.
  • What information it stores: Internal customer identifier.
• $chat_id: Unique chat ID.
  • What it is used for: Traceability, auditing, integrations, and event correlation.
  • What information it stores: Unique conversation identifier.

File, Audio, and Format Variables

• $file_url: URL of the sent file.
  • What it is used for: Download/analyze file, send it to an external system, register evidence.
  • What information it stores: Link to the file.
• $ext_url: Extension/format of the file sent via chat.
  • What it is used for: Validate allowed types, decide processing (pdf/jpg/mp3, etc.).
  • What information it stores: File extension.
• $is_audio: Indicates if the customer sent an audio (yes/no).
  • What it is used for: Activate transcription, route to agent, request text confirmation.
  • What information it stores: Audio flag.
  • Default values:
    • yes
    • no
• $quoted_message (only for WhatsApp mobile connectors): Message quoted by the customer.
  • What it is used for: Understand response context, continue a specific thread.
  • What information it stores: The quoted text.

Contact, Catalog, and Interactive Flow Variables

• $contact_info: Contact data sent to the bot.
  • What it is used for: Capture contacts, create lead/record, enrich CRM.
  • What information it stores: Shared contact information.
• $story_reply: Indicates if the contact comes as a reply to a story (yes/no).
  • What it is used for: Origin attribution, campaign segmentation.
  • What information it stores: Story reply flag.
  • Default values:
    • yes
    • no
• $catalog_info: Information of existing catalogs.
  • What it is used for: Catalog-based responses, product/service selection.
  • What information it stores: Catalog payload/structure.
• $flow_response_json / $interactive_flow_response: User response to interactive templates/flows (JSON format).
  • What it is used for: Capture button/list choices, interactive forms, guided decisions.
  • What information it stores: JSON with the user's response.

Channel and Attribution Variable (Very Important for Marketing/Ads)

• $channel: Source channel (e.g., web, whatsapp, facebook, line, telegram, configurationbox).
  • What it is used for: Route by channel, personalize tone, apply different rules per platform.
  • What information it stores: The channel type.
  • Default values:
    • whatsapp
    • facebook
    • configurationbox
• $wa_source_url / $wa_source_type / $wa_source_id / $wa_headline / $wa_media_type / $wa_image_url / $wa_video_url / $wa_ctwa_clid: Attribution data when the chat originates from "Click to WhatsApp" ads or Meta content.
  • What it is used for: Attribute conversations to campaign/ad, save origin evidence, segment flows and reports.
  • What information it stores: URLs, IDs, and metadata of the ad/post and the click ID (clid).

Interaction Routing Point (Interaction routing)

Applies to comments on social networks and email (depending on integration), and also includes general variables.

Variables for Email

• $id_case: Case/interaction ID assigned by the mail platform.
  • What it is used for: Traceability and thread correlation.
  • What information it stores: Case identifier.
• $from / $to: Origin and destination of the email.
  • What it is used for: Domain validations, routing by sender/recipient.
  • What information it stores: Origin/destination emails.
• $subject: Email subject.
  • What it is used for: Classification, prioritization rules, automatic responses.
  • What information it stores: Subject text.
• $fromname / $toname: Names associated with the sender/recipient.
  • What it is used for: Personalization and registration.
  • What information it stores: Names.

General Variables for Interactions

• $routing_point: Routing point where the interaction enters.
  • What it is used for: Auditing and traceability.
  • What information it stores: Routing identifier/name.
• $txt_query: Body of the email or main content of the interaction.
  • What it is used for: Analysis, automation, classification, AI.
  • What information it stores: Full text of the body.
• $agent_response: Response from the last agent who closed the interaction.
  • What it is used for: Auditing, QA, closing summary.
  • What information it stores: Last registered message/response.
• $cod_act: Typification/activity code of the closure.
  • What it is used for: Metrics, classification, reports.
  • What information it stores: Activity code.
• $id_agent: Extension/ID of the last agent who closed the interaction.
  • What it is used for: Attribution, reporting by agent.
  • What information it stores: Agent ID/extension.
• $count_attach: Number of attachments.
  • What it is used for: Validate if there is evidence, condition flows (request attachment if it does not exist).
  • What information it stores: Counter.
• $url_attach_1 … $url_attach_n: URLs of attachments.
  • What it is used for: Download, processing, registration, or sending to an external system.
  • What information it stores: Links to attachments.

CRM + Webhook + Cron + AutoQAi + wvx Copilot Routing Point

This type of routing concentrates "event" variables (CRM) and "analytical" variables (AutoQAi / VOC RT / wvx Copilot) in addition to predictive webhook variables.

CRM Variables (CRM Event)

• $crm_action: Action executed in the CRM (insert, update, or delete).
  • What it is used for: Automate different logic according to the event.
  • What information it stores: Type of action.
• $crm_module: CRM module from which the action originated.
  • What it is used for: Route automations according to the affected module.
  • What information it stores: Module name.
  • Important: CRM fields can arrive as variables with the same name they were created in the CRM.

AutoQAi (Analytics) Variables

• $channel_analytics: Analyzed channel (voice, chat-whatsapp, chat-web, chat-instagram, chat-facebook, etc.).
  • What it is used for: Segment automations according to the channel.
  • What information it stores: Name of the analyzed interaction channel.
• $conversation_analytics: Full text of the conversation between the customer and the agent.
  • What it is used for: Content analysis, sending to external AI, automatic classification.
  • What information it stores: Full conversation of the interaction.
• $summary_analytics: Generated summary of the conversation.
  • What it is used for: Register quick insights, save summary in CRM, trigger flows.
  • What information it stores: Summarized text of the interaction.
• $idagent_analytics: ID of the agent who handled the interaction.
  • What it is used for: Traceability, agent metrics.
  • What information it stores: Agent identifier.
• $idinteraction_analytics: Interaction ID.
  • What it is used for: Correlation with recordings, QA, or CRM.
  • What information it stores: Unique interaction identifier.
• $ani_analytics: Origin number of the interaction (applies to some channels).
  • What it is used for: Customer identification or origin attribution.
  • What information it stores: Source phone number.
• $duration_analytics: Duration of the interaction in seconds.
  • What it is used for: Metrics, rules for minimum/maximum duration.
  • What information it stores: Total time in seconds.
• $hhmmss_analytics: Duration of the interaction in hh:mm:ss format.
  • What it is used for: Readable display and reports.
  • What information it stores: Formatted duration.
• $date_analytics: Date and time of the interaction (YYYY-MM-DD hh-mm-ss).
  • What it is used for: Time segmentation and auditing.
  • What information it stores: Full timestamp of the event.
• $calltype_analytics: Call type (inbound, outbound_ma, out_pre, conference, transfer).
  • What it is used for: Specific automation according to call type.
  • What information it stores: Interaction modality.
• $idskill_analytics: Skill ID.
  • What it is used for: Segmentation by queue or campaign.
  • What information it stores: Skill identifier.
• $codact_analytics: Interaction typification code.
  • What it is used for: Classification, reports, and metrics.
  • What information it stores: Final activity code.
• $codact2_analytics: Typification code 2 (if enabled).
  • What it is used for: Advanced segmentation.
  • What information it stores: Second activity code.
• $qamonthagent_analytics: Number of QA ratings for the month for the agent.
  • What it is used for: Rules based on performance.
  • What information it stores: Total QA evaluations of the agent in the current month.
• $idcampaing_analytics: Campaign ID (applies to predictive outbound).
  • What it is used for: Segmentation by campaign.
  • What information it stores: Campaign identifier.
• $idcustomer_analytics: Customer identification.
  • What it is used for: CRM association.
  • What information it stores: Customer ID.
• $sentiment: Customer sentiment (-10, -5, 0, 5, 10).
  • What it is used for: Trigger alerts, retention, or follow-up flows.
  • What information it stores: Numeric value of sentiment analysis.

wvx Copilot Variables (Previously Called "Mr. Wizard") & VOC in Real-Time

• $channel_wvxCopilot: Analyzed channel (voice, chat).
  • What it is used for: Adapt responses according to the channel.
  • What information it stores: Channel type.
• $total_conversation_voc_rt: Full customer conversation.
  • What it is used for: Real-time analysis, intelligent response generation.
  • What information it stores: Full text of the conversation.
• $last_phrase_voc_rt: Last customer phrase.
  • What it is used for: Generate immediate contextual response.
  • What information it stores: Last customer message.
• $idagent_voc_rt: ID of the agent handling the interaction.
  • What it is used for: Personalization and traceability.
  • What information it stores: Agent identifier.
• $idinteraction_voc_rt: Interaction ID.
  • What it is used for: Correlation with other systems.
  • What information it stores: Unique identifier.
• $ani_voc_rt: Origin number (when applicable).
  • What it is used for: Customer identification.
  • What information it stores: Phone number.
• $language_voc_rt: Language of the conversation (es, en, etc.).
  • What it is used for: Adapt automatic response to the correct language.
  • What information it stores: Language code.
• $duration_voc_rt: Duration in seconds.
  • What it is used for: Rules by duration.
  • What information it stores: Accumulated time.
• $calltype_voc_rt: Call type (inbound, outbound_ma, out_pre, conference, transfer).
  • What it is used for: Condition logic according to type.
  • What information it stores: Call modality.
• $idskill_voc_rt: Skill ID.
  • What it is used for: Segmentation by queue.
  • What information it stores: Skill identifier.
• $idcampaing_voc_rt: Campaign ID (predictive).
  • What it is used for: Analysis and automation by campaign.
  • What information it stores: Campaign identifier.
• $idcustomer_voc_rt: Customer identification.
  • What it is used for: CRM integration.
  • What information it stores: Customer ID.
• $wvxCopilotRes: Variable to place the response generated by wvx Copilot.
  • What it is used for: Insert the automatic response within the flow.
  • What information it stores: Text generated by wvx Copilot.

Predictive Routing Point Web Hook Variables

• $customer_name / $customer_lastname: Customer's first and last name.
  • What it is used for: Personalization and registration.
  • What information it stores: First and last name.
• $id_customer: Customer identification.
  • What it is used for: CRM association.
  • What information it stores: Customer ID.
• $phone: Customer's phone.
  • What it is used for: Contact or validation.
  • What information it stores: Phone number.
• $age: Customer's age.
  • What it is used for: Segmentation.
  • What information it stores: Age.
• $sex: Customer's gender.
  • What it is used for: Segmentation or analysis.
  • What information it stores: Gender.
• $country / $city: Customer's country and city.
  • What it is used for: Geographic segmentation.
  • What information it stores: Location.
• $opt1 … $opt12: Custom optional fields.
  • What it is used for: Store additional information from the database.
  • What information it stores: Values defined in the predictive database.
• $tel1 … $tel10: Additional customer phones.
  • What it is used for: Multiple contact attempts.
  • What information it stores: Additional numbers.
• $email: Customer's email.
  • What it is used for: Alternative contact and CRM integration.
  • What information it stores: Customer's email.

Webhook Mode (Technical Requirement)

To use this routing in webhook mode, a POST request must be sent with the variables in JSON format at the first level.

Example in PHP:

<?php
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => '{$wolkvox_server}/ipdialbox/omnibox/route-crm/{$operation}-{$routing_point}.php',
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => '',
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 0,
CURLOPT_FOLLOWLOCATION => true,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => 'POST',
CURLOPT_POSTFIELDS =>'{
"name":"John",
"last_name":"Nash",
"profession":"mathematician",
"nationality":"usa",
"spouse":"Alicia Nash",
"company":"Massachusetts Institute of Technology",
"age":"86"
}',
CURLOPT_HTTPHEADER => array(
'Content-Type: text/plain'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;

Variables for Agent Scripting (Agent Script)

These variables are available within the Agent Scripting module in wolkvox Studio and allow you to dynamically customize the script based on the call context, the agent, or the predictive campaign.

Scripting Variables (Agent and Call Context)

• $id_agent: Unique agent identifier.
  • What it is used for: Customize the script according to the agent, send information to external systems, or record traceability.
  • What information it stores: Internal agent ID in the operation.
• $user_so: Agent's operating system username.
  • What it is used for: Technical auditing or station validations.
  • What information it stores: Name of the operating system user on the agent's computer.
• $agent_workstation: Name of the computer where the agent works.
  • What it is used for: Identify from which computer the call is being handled, technical validations, or device control.
  • What information it stores: Name of the agent's workstation.
• $operation: Name of the operation in wolkvox.
  • What it is used for: Segment automations when there are multiple operations.
  • What information it stores: Configured name of the operation.
• $ip: Agent's public IP.
  • What it is used for: Auditing, security validations, or external integrations.
  • What information it stores: Public IP address from where the agent is connected.
• $type_of_call: Type of call (inbound, outbound_ma, out_pre).
  • What it is used for: Adapt the script according to the type of contact (incoming or outgoing).
  • What information it stores: Call modality.
• $TELEFONO: Customer's phone.
  • What it is used for: Show the number to the agent, validate identity, or register data in CRM.
  • What information it stores: Customer's phone number.
• $IDQUEUE: Skill where the call enters.
  • What it is used for: Customize the script according to the queue or campaign.
  • What information it stores: Skill or queue identifier.
• $ID_CALL: Call ID.
  • What it is used for: Traceability, auditing, correlation with recordings, and QA.
  • What information it stores: Unique call identifier.

Predictive Variables (Available in Predictive Campaigns)

These variables are available when calls come from a predictive campaign. The data comes from the customer database loaded in each campaign.

• $NOMBRE: Customer's name in the database.
  • What it is used for: Personalize greeting or script.
  • What information it stores: Name registered in the predictive database.
• $APELLIDOS: Customer's last name in the database.
  • What it is used for: Formal personalization or identity validation.
  • What information it stores: Customer's last name.
• $TYPE_ID: Customer's document type.
  • What it is used for: Identity validation during the call.
  • What information it stores: Type of identification (ID, DNI, Passport, etc.).
• $id_customer: Customer ID in the database.
  • What it is used for: Correlate with CRM or external systems.
  • What information it stores: Unique customer identifier in the database.
• $EDAD: Customer's age.
  • What it is used for: Script segmentation or commercial validations.
  • What information it stores: Age registered in the database.
• $SEXO: Customer's gender.
  • What it is used for: Adapt the script or commercial segmentation.
  • What information it stores: Customer's gender.
• $PAIS: Customer's country.
  • What it is used for: Geographic segmentation or coverage validation.
  • What information it stores: Country registered in the database.
• $DEPARTAMENTO: Customer's department or state.
  • What it is used for: Territorial segmentation.
  • What information it stores: Department or state.
• $CIUAD: Customer's city.
  • What it is used for: Local personalization or segmentation.
  • What information it stores: Registered city.
• $ZONA: Customer's zone.
  • What it is used for: Commercial or logistical segmentation.
  • What information it stores: Assigned zone in the database.
• $DIR: Customer's address.
  • What it is used for: Data validation or logistics management.
  • What information it stores: Address registered in the database.
• $opt1 … $opt#: Custom optional fields from the database.
  • What it is used for: Use additional information defined by the company (segmentation, scoring, product, etc.).
  • What information it stores: Custom values configured in the predictive database.
• $email: Customer's email.
  • What it is used for: Validation, updating, or alternative contact.
  • What information it stores: Email registered in the database.
• $id_camp: ID of the base or campaign.
  • What it is used for: Identify from which predictive campaign the call originated.
  • What information it stores: Identifier of the loaded campaign/base.

Note: These predictive campaign variables will only be available if this information was correctly included when loading the campaign's database (CSV file). If the field was not loaded in the CSV or was not mapped correctly during campaign configuration, the system will not be able to recognize it, as wolkvox does not "create" or "complete" this data automatically; it only exposes the information that exists in the loaded database. Consequently, the variable will appear empty.