Can we personalize messages in automations?

Absolutely. Personalization is built into your automations—templates support merge fields for customer data like {FirstName}, service type, appointment dates, and more. This applies across emails, SMS, and chatbot messages.

You can assign tags or custom fields (e.g., “fleet,” “urgent”), then tailor your automation logic based on these attributes—toward triggered sequences or message variations that speak directly to the recipient’s situation.

If/Else logic lets you branch messages—for example, send a different message if the contact has a VIP tag versus a regular tag.

This level of personalization helps build trust and relevancy—so your contacts feel spoken to, not just messaged at.