Voice AI Agents Now Support Session Variables

TL;DR

Voice AI agents can now utilize session variables. This update introduces new capabilities for dynamic agent interactions and custom actions, and agencies should review their AI agent strategies for potential enhancements.

Who this affects

This update primarily affects agency owners and SaaS entrepreneurs who use or plan to use Go HighLevel's Voice AI agents. Those who leverage AI agents for client communication, appointment setting, or lead qualification will find this relevant. If you are not actively using Voice AI agents, this update is not immediately critical.

What changed

HighLevel has introduced session variables for Voice AI agents. These variables are values designed to flow seamlessly across various agent components, including custom actions, prompts, and SMS interactions.

Key changes include:

• Voice AI agents can now incorporate session variables.
• Session variables update in real-time as a call progresses.
• Users have the ability to create, edit, and delete these variables directly from the variable picker within the agent setup.
• Each session variable can be assigned a user-friendly label for easier management.
• Variables are scoped specifically to the individual agent they are configured for.
• When an agent is duplicated, its associated session variables travel with it.
• Session variables can be used in custom actions, enhancing dynamic responses.
• They can also be integrated into prompts for more contextual conversations.
• Welcome messages and voicemail information can now leverage session variables.
• Session variables are usable within SMS communications, maintaining context across channels.
• Each Voice AI agent is limited to a maximum of 20 session variables.

HighLevel has not confirmed who is affected, where in the product this change is located, whether it replaces or breaks existing functionality, what specific limits or plan gating apply beyond the 20 variable limit, or the current rollout status.

Where to find it

HighLevel has not published the exact navigation path for this feature yet. Based on the description, expect to find options for creating and managing session variables within the configuration settings of individual Voice AI agents, likely accessible through the variable picker or a dedicated section for agent variables.

How agencies will use this

An agency can use session variables to create more dynamic and personalized Voice AI agent interactions. For example, consider an agency managing appointment setting for a client. The Voice AI agent could be configured with a session variable, say client_interest, initialized as 'unknown'. During a call, if the prospect expresses interest in 'Product A', a custom action triggered by the conversation could update client_interest to 'Product A'. This variable could then be used in subsequent prompts, such as "Great, so you're interested in Product A. Let me tell you more." After the call, client_interest could be passed to an SMS follow-up, like "Thanks for chatting about Product A! Here's a link to learn more." This ensures a consistent and context-aware experience across the entire customer journey handled by the agent, without requiring complex workflow steps just to carry over simple pieces of information.

Our take

This is a practical, albeit standard, improvement for Go HighLevel's Voice AI agents. The ability to use session variables will streamline the creation of more intelligent and context-aware agents. It addresses a common need for statefulness in conversational AI, making agents more capable without significantly altering the core platform. It's a useful addition for those already invested in Voice AI, but it is not a feature that demands immediate attention for agencies not currently utilizing AI agents.