VAPI•6mo ago

Auto-populate Agent Prompt with Customer Info Before Inbound Call (Phone Number-Based)

We’d like to enhance our inbound call experience by automatically showing relevant customer information to the agent before the call starts, using the caller’s phone number as the identifier. Is there a way to implement this via vapi?

VapiAPP•7/22/25, 1:07 PM

Yes, using vapi Server URL and assistant-request webhook, you can identify callers by phone number before the call starts, query your CRM for customer info, and return it via assistantOverrides.variableValues so agents see relevant data instantly when the call begins..

https://docs.vapi.ai/server-url/events

dual-salmonOP•7/22/25, 2:45 PM

awesome thanks for everyone else this is very helpful: https://docs.vapi.ai/assistants/personalization

Personalization with user information | Vapi

Add customer-specific information to your voice assistant conversations

VapiAPP•7/26/25, 1:51 PM

Hi,

First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it.

Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing:

Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries.
Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times.
Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us:
Accounts with usage over 1,000 minutes/month will receive prioritized support.
For all general inquiries, we’re establishing a standardized 48-hour response time.

We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible.

Thank you for your continued patience and for being part of our journey.

Warm regards,

Vapi Team

Auto-populate Agent Prompt with Customer Info Before Inbound Call (Phone Number-Based)

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