Using personalization tokens in Contact Center

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Zendesk for Contact Center

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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