Adding a Name (or Personalization) to a Playbook

by Dan Graap

This can also be used for Welcome Messages! 

When you're sending a Playbook (in-app or email), you may want to send a personalized message that mentions a contact's first name, their company name, their plan, or some other custom attribute.

The "Personalization" tool in a Playbook's message editor provides a quick and convenient way to tailor your message to the user it's addressing.

In the message editor, click the Personalization button:

This will bring up a search bar for all of your contact attributes. You can also search and use any Clearbit attributes you have! Choosing an attribute brings up this dialog box:

When you click on an attribute, for example "name," you can also input a default option. So in case you don't have the user's name available in Drift, the message can display something like "there" as in, "Hey there!"

The message editor will now look like this:

Make sure you put any punctuation separate from the values so that it's included whether the attribute is known or not.


If you'd like to use your user's company name in a Playbook, you can use the attribute: 

{{user.company_name}}

Using this attribute when you are targeting specific industries or re-targeting companies who have been onto your site before will make your messaging more powerful and personal! 


If you're technical and want to look into this a little bit more, here's the library we use for these tags.


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