Using personalization tokens in Contact Center

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<p id="docs-hc-snippet" style="display: none;">Personalization tokens are placeholders within Contact Center that you can use to add customer and company attributes in several areas, such as snippets, welcome messages, task templates, and utilities.</p>
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<p id="docs-ai-summary-content">Personalization tokens let you add customer and company details into messages, templates, and snippets. Enclose tokens in double curly brackets to autofill fields, like <code>{{customer.FirstName}}</code>. If an attribute is missing, use a fallback with <code>{{contact.first_name || "Unknown"}}</code>. This feature helps tailor interactions by using available customer data, enhancing the support experience.</p>
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<p class="p" dir="ltr">Personalization tokens are placeholders within Contact Center that you can use
to add customer and company attributes in several areas, such as snippets, welcome
messages, task templates, and utilities.</p>
<p class="p" dir="ltr">When a personalization token is used, it gets replaced by the value stored for
that attribute, associated to the customer profile or contact.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_aqx_vgg_rgc">
<li class="li"><a class="xref" href="#topic_gdd_sgg_rgc">Using personalization tokens</a></li>
<li class="li"><a class="xref" href="#topic_nnq_sgg_rgc">Personalization token reference</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gdd_sgg_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Using personalization tokens</h2>
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<p class="p" dir="ltr">Personalization tokens can be used to autofill task template fields or
within snippets. They must be enclosed in double curly brackets.</p>
<p class="p">For example:</p>
<pre class="pre">Hello {{customer.FirstName}}, welcome to Cloud Company. My name is {{user.first_name}}, how can I help you today?</pre>
<p class="p" dir="ltr">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:</p>
<pre class="pre">{{contact.first_name || "Unknown"}}</pre>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nnq_sgg_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Personalization token reference</h2>
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<p class="p" dir="ltr">The table below lists all of the available personalization tokens.</p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nnq_sgg_rgc__table_gz4_1kh_pgc" rules="all" summary="">
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<col>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Personalization token</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">user</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{user.first_name}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The Contact Center user's first name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">user</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{user.last_name}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The Contact Center user's last name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">user</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{user.full_name}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The Contact Center user's full name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.ProfileId}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile ID</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.AccountNumber}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's account number</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.AdditionalInformation}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's additional information</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.BirthDate}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's date of birth</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.BusinessEmailAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's business email address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.BusinessName}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's business name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.BusinessPhoneNumber}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The value set in the customer profile's business phone
number</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.EmailAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's email address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.FirstName}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's first name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.Gender}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's gender</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.HomePhoneNumber}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's home phone number</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.LastName}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's last name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.MiddleName}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's middle name</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.MobilePhoneNumber}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's mobile phone number</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.PartyType}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's party type</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.PersonalEmailAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's personal email address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.PhoneNumber}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's phone number</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.ShippingAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's shipping address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.Address}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.BillingAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's billing address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.MailingAddress}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's mailing address</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">customer</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{customer.my_custom_attribute}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The customer profile's custom attributes, </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">contact</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">{{contact.contactId}}</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The CTR contact ID for the active contact</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">contact</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">{{contact.my_custom_attribute}}</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">The value set as a custom attribute in the contact (for
example, a set contact attributes block in the contact flow).
Replace <em class="ph i">my_custom_attribute</em> with the name of the custom
attribute</td>
</tr>
</tbody>
</table>
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