Key Facts
Key Facts are the essential pieces of information your AI Agent collects during a conversation, the data it uses to personalize responses, qualify leads, and hand off warm conversations to your team.
Think of them as your Agent’s memory chips, they make your conversations smart, contextual, and human.
💡 You can manually add Key Facts or let them auto-generate when you create an Agent using our Quick Agent Setup.
What Key Facts Do
Key Facts transform your Agent from a responder into a relationship builder.
They help your Agent:
- Personalize responses (“Hey Sarah, welcome back!”)
- Qualify leads automatically (budget, goals, company size)
- Route conversations to the right team or workflow
- Store context for future conversations and integrations
Two Ways Key Facts Are Collected
Your Agent can collect Key Facts in two ways during a conversation:
By Asking Questions
The Agent proactively asks the user for details (e.g., “What’s your budget range?”).
Great for essential qualification questions
Keeps conversations structured and clear
By Observing Information
The Agent intelligently listens for relevant facts shared naturally in conversation.
Example: If a user says, “I’m looking for a loan around $500k,”
the Agent automatically captures that as the Loan Amount Key Fact.
This creates a more natural, less robotic interaction.
Two Levels of Key Facts
1. Global Key Facts
Available across every Journey block. Ideal for universal data like:
- Name
- Company
- Phone number
- Location
Found under: Agents → Key Facts
2. Journey-Level Key Facts
Stored within a specific block. Perfect for context-based information like:
- Budget
- Intent
- Goal
- Product interest
- Timeframe
Found under: Agents → Journey → Block → Actions / Conditions
Examples by Use Case
Industry | Example Key Facts | Why It Matters |
|---|---|---|
Digital Marketing Agency | Name, Ad Budget, Main Challenge | Personalizes pitch & qualifies leads |
Mortgage Broker | Loan Amount, Property Type, Timeline | Segments hot vs. early leads |
Coach / Consultant | Goal, Desired Outcome, Budget | Tailors recommendations |
E-Commerce Brand | Product Interest, Price Range | Triggers targeted offers |
Conditional Key Facts
Key Facts don’t just collect data — they drive logic in your Agent’s conversation flow.
Once collected, you can use a Key Fact as a condition to trigger a specific action, message, or outcome. This makes your AI Agent smarter and more personalized in real time.
Example
If the Key Fact Wants a Consultation equals “yes”, you can:
- Automatically route the conversation to a human sales rep
- Send a booking link for a consultation
- Trigger an email or CRM integration
This way, your AI can instantly respond to user intent, without needing to ask repetitive questions or rely on manual follow-up.
Example view:
In this setup, the AI triggers the block “Action - Collect Info” only when the Key Fact condition equals “yes.”
Best Practices
- Combine asking and observing to keep conversations human yet informative
- Keep your Key Fact names human-readable (e.g., Loan Amount not LoanAmt)
- Use plain language when writing instructions for the AI — think conversational, not technical
- Only collect what’s necessary, too many questions kill the vibe
- Reuse Global Key Facts to save effort across Agents
Next Step
Setting up Key Facts