At it's core, Set Field is a simple, necessary action. It allows you to update a contact field within your CRM to a value that you specify in the action. What makes it powerful is that you can have AI determine the answer for you. This allows you to ask a question about the conversation while not having the agent directly ask it. This can allow you to find out what the most common reasons people don't want to book is and give your agent different ways of handling those questions.

Output Variable allows you to choose a property in your CRM that you want to update. By clicking the dropdown, you will see the contact fields from your connected source.

This option changes how the box below it works.

You have the option to type something into the box or add a variable if it is left unchecked.

By checking the box, you allow the agent to get any piece of information that can be extracted from the conversation.

You can type a value into this box if you would always want to update the field with the same value. Example: after someone books, we update a field on the contact to booked.

You may also use Variables to populate this field. Example: We want to save the number of bedrooms, baths, and square footage of a house to separate fields in our CRM so we use Get Property Details to collect the information and use set field to save that variable on our contact.

By allowing AI to set the field, you open an entire world of possibilities. This allows you to extract data from the conversation without needing your agent to ask the actual question.

Example: You have a question in your Job Flow that asks if someone is interested in booking or not. After the true false, you could add a Set Field on the False branch and give the Description. "Describe why the contact did not book the appointment."
​
This allows you to gain data that you can use to make your agent better.