Reference GHL contact fields in AI conversations

Use GHL contact custom field values in your AI agent prompts to personalize conversations with caller-specific data.

Your AI agent can access contact field values synced from GHL and use them during live conversations. This lets the agent reference a caller’s membership status, preferred location, or any other custom field without the caller repeating themselves.

Set up custom field references

1. Identify field names in GHL

   In your GHL dashboard, go to Settings > Custom Fields and note the exact field names you want to reference (e.g., membership_tier, preferred_location).

2. Enable Update User Details

   Open your agent in the Agent Builder. In the Tools & Abilities tab, enable update_user_details. This tool allows the agent to read and write contact field values during conversations.

3. Reference fields in your prompt

   Add merge fields to personalize the conversation. For example, reference contact.first_name to greet by name, contact.membership_tier to acknowledge their status, and contact.preferred_location to suggest their usual branch.

4. Handle missing values

   IF FIELDS ARE MISSING:
   - If no membership_tier: don't mention membership
   - If no preferred_location: ask "Which location works best for you?"
   Never say "I don't have that on file" — just skip the personalization.

5. Test with an outbound call

   Click Test Outbound Call and test with contacts that have custom fields populated. Verify the agent references data naturally and handles missing values gracefully. Field lookups run on a real call, so use Test Outbound Call rather than Test Agent.

Common fields for voice agents

Field	How the agent uses it
membership_tier	Adjust tone, offer priority scheduling for VIP members
preferred_location	Suggest their usual location for appointments
preferred_provider	Offer to book with their preferred provider
last_visit_date	Reference history for a personal touch
insurance_provider	Confirm insurance before booking