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Context Variable in Autoflows


Context variables enable you to define, store, and transfer various values within your workflows. Autoflows, on the other hand, is a natural language workflow or prompt that explains what you would do as though you're teaching a human agent. Context Variables were previously only available in Classic, but now they can also be used in Autoflow. This guide provides information about setting up and using Context Variables in Autoflow.

Why does this feature matter?

Storing and using Context Variable streamlines handling customer inquiries by reducing the need to repeatedly ask for the same information. This results in quicker resolution times and less frustration for your customers. Context Variables also allow you to create dynamic Autoflows by taking customer input and forming a dynamic response based on the Context Variables.


1. Navigate to Solve > Workflow Builder.

2. In the Widget tab, open an Autoflow. If you don’t have an Autoflow, click Create New > Intent. For more information on creating an Autoflow policy, see Examples and Best Practices to Follow in Creating Autoflows Policies.

3. At the right side of your screen, click the Context Variable(s) you want to include in your workflow. When the Context Variable is highlighted, it means that the Context Variable can now be read or written as part of your Autoflows policy.

4. The example below shows how you can store and retrieve information in the Context Variable.

Example of Autoflows when storing Context Variable

Ask the user which type of product he/she is interested in. When the user responds 
with a specific product, store that value in Context Variable "Product".

Example of Autoflows when retrieving Context Variable:

When the Context Variable “Product” is Laptop, reroute them to a Standard Handoff.

5. Always make sure your Autoflow is working properly by clicking Preview.


Use Case


A customer needs to file a warranty claim for a recently purchased electronic product that is malfunctioning. The task is to collect all necessary information from the customer and process the warranty claim efficiently.

Autoflow policy

When a customer asks to file a warranty claim, request the Product Name from them, and assign it to the context variable "Product Name".
Next, ask the customer for the Purchase Date and assign it to the context variable "Purchase Date”.
Then, ask the customer to describe the issue they are experiencing with the product, and assign it to the context variable "Issue Description".
Lastly, ask the user for the Warranty Number and assign it to the context variable "Warranty Number”. After collecting the information, summarize it in a list and ask the user to confirm if everything looks correct.
If the user responds affirmatively or says there is nothing else missing, trigger the Warranty Claim Handoff.
If not, ask the customer what is missing or incorrect.

Note: Make sure that the Context Variables written in the Autoflow policy are selected at the right side of your screen.


Using Context Variables in Autoflows enhances the efficiency of handling customer inquiries by streamlining information collection and enabling dynamic, personalized responses. This results in faster resolutions and improved customer satisfaction.

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