Dynamic Personalization

Dynamic Personalization allows you to create tailored, context-aware interactions by combining template variables with AI assistant logic. Personalize conversations, messages, and responses based on contact data, conversation context, and extracted information. Make every interaction feel custom and relevant.

Common Use Cases

Personalized Greetings

Use contact names and information to greet callers personally. "Hi John, thanks for calling!" feels more welcoming than generic greetings.

Flag-Based Customization

Tailor conversations based on contact flags. VIP customers get different treatment than new leads. Reference flags in AI assistant prompts.

Context-Aware Scheduling

Use scheduling context to provide time-aware responses. Reference appointment dates, times, and locations in conversations and follow-ups.

Data-Driven Responses

Use extracted data from conversations to personalize follow-up messages. Reference information collected during calls in templates.

Key Benefits

Enhanced Engagement

Personalized interactions feel more relevant and engaging. Recipients are more likely to respond positively to messages that reference their name and context.

Improved Conversion

Personalized messages have higher conversion rates. Using contact data and context makes interactions more effective.

Automated Personalization

Personalize at scale without manual effort. Variables and AI logic automatically customize each interaction based on available data.

Consistent Experience

Maintain consistent personalization across all touchpoints. Use the same variables and data sources throughout your communication flow.

Template Variables

Template variables are placeholders that get replaced with actual values when templates are sent. They're the foundation of dynamic personalization in messages.

How Variables Work

Variables use curly brace syntax: {variable_name}. When a template is sent, the system replaces these placeholders with actual values from the contact or conversation context.

Example

Template:

Hi {name}, your appointment is on {appointment_date}.

Sent Message:

Hi John, your appointment is on 2024-03-15.

Available Variables

Contact Variables

{name} - Contact's name
{phone_number} - Contact's phone number
{email} - Contact's email address
{state} - Contact's state/region
{brokerage} - Contact's company/brokerage

Appointment Variables

{appointment_date} - Scheduled appointment date
{appointment_time} - Scheduled appointment time

System Variables

{company} - Your company/brand name
{support_email} - Support contact email

Extracted Data Variables

{extracted_data_key} - Use the key name from data extraction (e.g., {customer_budget} if you extract "customer_budget" during conversations)

Variable Availability: Variables are only replaced if the data exists. If a contact doesn't have an email, {email} will remain empty or show the variable name. Always test templates to ensure variables work correctly.

AI Assistant Context

AI assistants can use contact data and context to personalize conversations. Configure your assistant's prompt to reference available information.

Defining Assistant Identity

In your AI assistant's prompt content, define who the assistant is and what it should do:

You are a friendly customer service representative for {company}. 
Your goal is to help customers schedule appointments and answer questions.

When a customer calls, greet them by name if available: "Hi {name}, thanks for calling!"

Be professional, helpful, and personalized in your responses.

Tip: Reference variables in your prompt to guide the AI assistant. The assistant will use available contact data to personalize conversations.

Using Contact Data

Reference contact information in your assistant's prompt to enable personalized conversations:

Contact Name

Reference {name} in prompts to enable personalized greetings. The assistant will use the contact's name when available.

Contact Flags

Reference flags in prompts to customize treatment. For example: "If the contact has the 'VIP' flag, provide premium service."

Geographic Data

Use {state} or location data to provide region-specific information or references in conversations.

Using Scheduling Context

For appointment-related conversations, reference scheduling context in your assistant's prompt:

Example Prompt Section

If the customer has an upcoming appointment, reference it:
"Their appointment is scheduled for {appointment_date} at {appointment_time}."

Use this information to confirm details or help reschedule if needed.

Time-Aware Responses: By referencing appointment dates and times in prompts, your assistant can provide time-aware responses and help with scheduling-related questions.

Combining Templates & Assistants

The most powerful personalization comes from combining AI assistant conversations with template follow-ups.

Personalization Workflow

AI Assistant Call: The assistant uses contact data and context to personalize the conversation. It references names, flags, and other available information.
Data Extraction: During the conversation, the assistant may extract additional data (e.g., preferences, budget, needs) that can be used for personalization.
Template Follow-up: After the call, a template is sent automatically. The template uses variables to reference information from the contact and the conversation.
Complete Personalization: The recipient receives a personalized message that references the conversation and their information, creating a cohesive experience.

Example Flow

1. AI assistant calls John (VIP flag) and greets: "Hi John, thanks for calling as a VIP customer!"

2. During conversation, assistant extracts: customer_budget = $5000

3. Template sends: "Hi John, as discussed, here's information for your $5000 budget project..."

Best Practices

Variable Consistency

Use Standard Names: Always use the same variable names across templates and prompts. Use {name} consistently, not {customer_name} or {contact_name}.
Document Variables: Keep a list of available variables and their meanings. Share this with your team for consistency.
Test Variables: Always test templates and prompts to ensure variables are replaced correctly. Send test messages to verify.

Handling Missing Data

Provide Defaults: Write templates and prompts that still make sense if some variables are missing. Don't rely on every variable being available.
Test Edge Cases: Test with contacts that have missing data (no email, no name, etc.) to ensure your personalization handles edge cases gracefully.
Fallback Language: In prompts, instruct the assistant on how to handle missing data. For example: "If the contact's name is not available, use a friendly generic greeting."

Privacy & Security

Avoid Sensitive Data: Never include sensitive information like passwords, credit card numbers, or personal identification numbers in templates or prompts.
Respect Privacy: Only use data that contacts have provided or consented to. Don't reference information that wasn't explicitly shared.
Secure Variables: Be careful with extracted data variables. Ensure sensitive extracted data is handled appropriately.

Optimization

Start Simple: Begin with basic personalization (names, dates) and add complexity as you become comfortable with the system.
Measure Impact: Track engagement and conversion rates to see how personalization affects results. Adjust based on data.
Iterate: Continuously improve your personalization strategy. Test different approaches and refine based on what works best.

Troubleshooting

Variable not being replaced

Checklist:

Variable name correct: Check spelling and case. {name} is different from {Name} or {NAME}.
Data available: Verify the data exists. If a contact doesn't have an email, {email} won't be replaced.
Variable syntax: Ensure you're using curly braces: {variable}, not [variable] or (variable).
Test the template: Send a test message to yourself to verify variables work before using in production.
Extracted data key: For extracted data variables, ensure the key name matches exactly what was set up in data extraction.

AI assistant not personalizing conversations

Solutions:

Reference variables in prompt: Include variable references in your assistant's prompt content. For example: "Greet the caller by name: {name}"
Provide context: Explain in the prompt what data is available and how to use it. Guide the assistant on personalization.
Test with real contacts: Make test calls with contacts that have complete data to verify personalization works.
Check contact data: Ensure contacts have the information you're trying to reference (names, flags, etc.).

Templates

Learn how to create templates with variables for personalized messaging.

AI Assistants

Configure AI assistants to use contact data and context for personalized conversations.

Contacts

Ensure contacts have complete data for effective personalization.