Personalization Tokens (Engage Legacy)

Personalization tokens are a set of placeholders within Engage that can be used to add customer and company attributes attributes into various areas such as snippets, welcome messages, task templates and utilities.

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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