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Overview

Incoming Call Personalization allows you to customize each call based on the caller’s information. When a customer calls your agent’s phone number, Strada automatically makes a request to your configured server endpoint with the caller’s phone number. Your server can then return personalized data that will be available as agent variables throughout the conversation, enabling dynamic and contextual responses.

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How to configure call personalization

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Step 1: Configure your agent’s personalization settings

Navigate to your agent’s Actions tab and locate the Incoming Call Personalization section.

Click the Configure button to set up your personalization endpoint:

  • Server URL: The endpoint URL that Strada will call when an incoming call is received. This should be a POST endpoint that can handle the incoming request.
  • Secret (optional): A secret key that will be sent in the X-Strada-Secret header for authentication purposes.

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Step 2: Configure your phone number

Your agent must be attached to a phone number to use call personalization. If you haven’t done this yet, configure it here.

Ensure your agent is properly associated with a phone number in the Phone Numbers section of your workspace.

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Server endpoint requirements

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Request format

When a call comes in, Strada will make a POST request to your configured server URL with the following payload:

{
  "customerNumber": "+1234567890"
}

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Response format

Your server should respond with a JSON object containing agentVariables:

{
  "agentVariables": {
    "customerName": "John Doe",
    "accountBalance": "$1,250.00",
    "lastPaymentDate": "2024-01-15",
    "policyNumber": "POL-123456"
  }
}

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Using agent variables

The returned agentVariables become available throughout your agent’s conversation flow. You can reference them in your agent’s prompts and responses using the variable names you defined.

For example, if you return a customerName variable, you can use it in your agent’s greeting: “Hello {{customerName}}, how can I help you today?”

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Error handling

If your server is unavailable or returns an invalid response, the call will proceed normally without the personalized data. This ensures your phone system remains operational even if the personalization service experiences issues.