Actions

Dynamic transfers

Using Custom Variables for Call Transfers and Messages

In some situations, you may not know in advance which phone number you need to transfer a call to, or what message should be played to the user during the transfer. Custom variables let you handle these dynamic scenarios easily.

Learn more about how custom variables work here: https://docs.synthflow.ai/custom-variables

Creating custom variables

Custom variables can be created in different situations:

  • Injected before the call starts using a pre-call webhook

  • Collected during the call as a result of a custom action.

Using a custom variable to route the call

  1. Create a new transfers action

  2. Instead of entering a phone number to transfer, click variables and select the variable you created which represents a phone number. 

Using Custom Variables in Spoken Messages during the transfer

You can also use custom variables to control what is spoken to the transfer target or the customer during the transfer.

Within a Call Transfer action:

  1. Open the text fields for the messages you want to customize.

  2. Insert your variables using curly braces { } — for example:

    Transferring you to {team_name}.

This will dynamically replace {team_name} with the value of your variable during the call.

Example Use Cases:

  • Route calls to a different team based on real-time data.

  • Announce personalized information (like order numbers or account balances).

  • Pass custom context into a transfer so the receiving agent knows who’s calling and why