Using personalization tokens in Contact Center

Personalization tokens let you add customer and company details into messages, templates, and snippets. Enclose tokens in double curly brackets to autofill fields, like {{customer.FirstName}}. If an attribute is missing, use a fallback with {{contact.first_name || "Unknown"}}. This feature helps tailor interactions by using available customer data, enhancing the support experience.




Personalization tokens are placeholders within Zendesk for Contact Center that
can be used to add customer and company attributes into several areas such as snippets,
welcome messages, task templates, and utilities.
When a personalization token is used, it gets replaced by the value stored for
that attribute, associated to the customer profile or contact.
This article contains the following topics:

Using personalization tokens
Personalization token reference



Using personalization tokens

Personalization tokens can be used to autofill task template fields or
within snippets. They must be enclosed in double curly brackets.
For example:
Hello {{customer.FirstName}}, welcome to Cloud Company. My name is {{user.first_name}}, how can I help you today?
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 || "Unknown"}}



Personalization token reference

The table below lists all of the available personalization tokens.









Category
Personalization token
Description


user
{{user.first_name}}
The Contact Center user's first name


user
{{user.last_name}}
The Contact Center user's last name


user
{{user.full_name}}
The Contact Center user's full name


customer
{{customer.ProfileId}}
The customer profile ID


customer
{{customer.AccountNumber}}
The customer profile's account number


customer
{{customer.AdditionalInformation}}
The customer profile's additional information


customer
{{customer.BirthDate}}
The customer profile's date of birth


customer
{{customer.BusinessEmailAddress}}
The customer profile's business email address


customer
{{customer.BusinessName}}
The customer profile's business name


customer
{{customer.BusinessPhoneNumber}}
The value set in the customer profile's business phone
number


customer
{{customer.EmailAddress}}
The customer profile's email address


customer
{{customer.FirstName}}
The customer profile's first name


customer
{{customer.Gender}}
The customer profile's gender


customer
{{customer.HomePhoneNumber}}
The customer profile's home phone number


customer
{{customer.LastName}}
The customer profile's last name


customer
{{customer.MiddleName}}
The customer profile's middle name


customer
{{customer.MobilePhoneNumber}}
The customer profile's mobile phone number


customer
{{customer.PartyType}}
The customer profile's party type


customer
{{customer.PersonalEmailAddress}}
The customer profile's personal email address


customer
{{customer.PhoneNumber}}
The customer profile's phone number


customer
{{customer.ShippingAddress}}
The customer profile's shipping address


customer
{{customer.Address}}
The customer profile's address


customer
{{customer.BillingAddress}}
The customer profile's billing address


customer
{{customer.MailingAddress}}
The customer profile's mailing address


customer
{{customer.my_custom_attribute}}
The customer profile's custom attributes,


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 (for
example, a set contact attributes block in the contact flow).
Replace my_custom_attribute with the name of the custom
attribute