Using personalization tokens
When a personalization token is used, it gets replaced by the value stored for that attribute, associated to the customer profile or contact.
Example usage
Personalization tokens can be used to autofill Task template fields or within Snippets. They need to be enclosed in double curly brackets. Here's an example Snippet:
Hello {{customer.FirstName}}, welcome to Cloud Company. My name is {{user.first_name}}, how can I help you today?
Setting a fallback
If the attribute doesn’t exist or is empty, by default the token wont be replaced. However, you can provide a fallback in the template using this syntax:
{{contact.first_name || "dude"}}
List of personalization tokens
Below is a list of available personalisation tokens:
| Category | Personalization token | Description |
|----------|--------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| user | {{user.first_name}} | The value set in the Engage user's first name |
| user | {{user.last_name}} | The value set in the Engage user's last name |
| user | {{user.full_name}} | The value set in the Engage user's full name |
| customer | {{customer.ProfileId}} | The value set in the Customer Profile's ID |
| customer | {{customer.AccountNumber}} | The value set in the Customer Profile's account number |
| customer | {{customer.AdditionalInformation}} | The value set in the Customer Profile's additional information |
| customer | {{customer.BirthDate}} | The value set in the Customer Profile's date of birth |
| customer | {{customer.BusinessEmailAddress}} | The value set in the Customer Profile's business email address |
| customer | {{customer.BusinessName}} | The value set in the Customer Profile's business name |
| customer | {{customer.BusinessPhoneNumber}} | The value set in the Customer Profile's business phone number |
| customer | {{customer.EmailAddress}} | The value set in the Customer Profile's email |
| customer | {{customer.FirstName}} | The value set in the Customer Profile's first name |
| customer | {{customer.Gender}} | The value set in the Customer Profile's gender |
| customer | {{customer.HomePhoneNumber}} | The value set in the Customer Profile's home phone number |
| customer | {{customer.LastName}} | The value set in the Customer Profile's last name |
| customer | {{customer.MiddleName}} | The value set in the Customer Profile's middle name |
| customer | {{customer.MobilePhoneNumber}} | The value set in the Customer Profile's mobile phone number |
| customer | {{customer.PartyType}} | The value set in the Customer Profile's party type |
| customer | {{customer.PersonalEmailAddress}} | The value set in the Customer Profile's personal email address |
| customer | {{customer.PhoneNumber}} | The value set in the Customer Profile's phone number |
| customer | {{customer.ShippingAddress}} | The value set in the Customer Profile's shipping address |
| customer | {{customer.Address}} | The value set in the Customer Profile's address |
| customer | {{customer.BillingAddress}} | The value set in the Customer Profile's billing address |
| customer | {{customer.MailingAddress}} | The value set in the Customer Profile's mailing address |
| customer | {{customer.my_custom_attribute}} | The value set in the Customer Profile's custom attributes, note that the my_custom_attribute part of the token needs to be updated based on the name of the custom attribute |
| contact | {{contact.contactId}} | The CTR Contact ID for the active contact |
| contact | {{contact.my_custom_attribute}} | The value set as a custom attribute in the contact (eg. via a Set Contact Attributes block in the Contact Flow), note that the my_custom_attribute part of the token needs to be updated based on the name of the custom attribute |
