How to personalize messages using the traveler's name?

Our system allows you to personalize your robot's message with the name of the traveler who is interacting with it. With this function, you can make your virtual assistant's customer service more personal and tailored to the traveler. To do this, we have created conditions to be added to the robot questionnaire so that messages become increasingly customized and tailored to the profile of your establishment.

In this article, we will teach you steps how to implement these customizations.

Topics

What we can do with this functionality

Variables

Steps

What we can do with this functionality

This feature allows you to configure messages that address the traveler by name.

Example: Hello, Vinicius, how can I help you?

Variables

Variables are elements responsible for storing information and work with the logic of substitution. This means that when the information related to that variable exists, it will be stored and displayed in the robot. If the information is not available, the field will appear blank.

We have 2 types of variables:

• Condition - based on the customer service channel and/or within and outside business hours.
• Text - based on the traveler's name.

Variable for the traveler's name:

• Full name of the user: {{leadName}} - Collected automatically on platforms that have this information such as WhatsApp, Facebook, Instagram. ChatWeb will only work after lead collection.
• First name of the user: {{firstName}} - Only the first name based on the logic above.

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• The tag {{# }} represents the opening of true information. In this case, you will use it for contexts that are within business hours.
• The tag {{\ }} represents the closing of a variable. That is, you will always use it at the end of the message registered in the questionnaire.

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Steps

1. Access your Admin Panel;

2. Click on Questionnaire;

3. Choose the message you want to customize.

For example, you want to set up a greeting message that includes the traveler's name. In this case, you will select the initial settings section of the questionnaire.

4. In the text field for editing the message, you must insert the messages with the following codes:

When the user's name is available:

• Hello {{firstName}}, we are available to assist you right now! How can we help you?

Result: Hello Vinicius, we are available to assist you right now! How can we help you?

• Hello {{leadName}}, we are available to assist you right now! How can we help you?

Result: Hello Vinicius Pavei, we are available to assist you right now! How can we help you?

When the user's name is not available

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🔍Note: To cover situations where the user's name is not previously available (such as ChatWeb customer service), we have added the possibility for you to customize the robot's response based on conditions directly in your questionnaire by removing the space when the variable is empty.

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In this case, it remains blank with the space. If you want to remove the space, just create it differently:

Hello {{leadname}}

• Hello {{#leadName}}, {{leadName}} {{/leadName}}, we are available to assist you right now! How can we help you?

Result: Hello, we are available to assist you right now! How can we help you?

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⚠️ Attention:

After configuring, validate the operation immediately on your robot to ensure that the responses are being performed correctly.

This feature is not yet available in the "Test Robot" section of the Questionnaire menu! Therefore, it will be necessary to save the response change and test it directly on your website/channel of interest.

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