CRM Variables

Insert live CRM field values directly into your agent's prompts and email templates so every conversation is personalised with real case data. 🗂️

🧐 What Are CRM Variables?

CRM variables are placeholders like that are replaced at runtime with actual values pulled from your CRM — things like case status, assigned attorney, or custom field values. They work exactly like standard variables but draw from your CRM's field mappings rather than the built-in contact or campaign data.

🔌 Requirements

Before using CRM variables your account must have:

• At least one active CRM integration (Law Ruler or SmartAdvocate)

If you don't have an integration set up yet, speak to your account administrator.

📝 Inserting a CRM Variable

CRM variables are available anywhere the Variables popover appears — in the agent prompt editor and in the email body.

1. Click the Variables button (or the icon) inside the prompt or email editor
2. Scroll to the CRM Variables section and click to expand it
3. Select your CRM from the dropdown (e.g. Law Ruler, SmartAdvocate)
4. If your account has more than one integration of that type, choose the specific Integration
5. Select a Case Type — this is required to load the available fields for that case type
6. Click any variable in the list to insert it at the cursor position

The variable list is sourced directly from your CRM (Law Ruler intake questions or SmartAdvocate UDFs), so it always reflects the current fields available in your CRM for that case type.

💾 Persistent CRM Selection

The CRM, integration, and case type you choose in the variables popover are saved with the agent. When you reopen the agent editor the same selections are restored, so you don't need to reconfigure the popover every time.

📸 Version Snapshots

Every time you publish an agent, the current CRM selection (CRM type, integration, and case type) is captured as part of the version snapshot. You can inspect any historical version to see exactly which CRM context was active when that version was published.

⚠️ Tips & Gotchas

• If a CRM variable has no matching value at call time (e.g. the field is empty in the CRM), it will render as an empty string — make sure your prompt still makes sense without it.
• Changing the CRM dropdown resets the integration and case type selection.
• Removing the CRM selection (setting it back to None) also clears the integration and case type.