Personalize email and SMS using interactions

Interactions are events that you want to save to your contacts in Engage, to track and collect data on different types of activities that you want to encourage and reward. As you communicate with your customers, you can personalize the content based on the data in an interaction.

This example shows a communication flow for when a customer posts a product review. To thank the customer for their effort, we send them an SMS with personalized content. This is done through an automation like this:

  1. Create a new automation with the trigger New interaction. Click on the three dots on the entry trigger and click Edit to select the right interaction and set the entry conditions.


  2. Create a new message within the automation flow.
  3. Enter your message and include data from the interaction as a personalization tag, in brackets. In our example, we include the product SKU, rating, and comment.


  4. Complete the automation as desired and remember to Save and Activate it when you’re done.

Now, every contact that submits a review will receive an SMS thanking them.


You can personalize email content in the same way.


For some more inspiration on how to reward your customers for desired actions, check out this article.

How to personalize mesages using Interactions

You can use individual data points from an incoming Interaction to personalize your send-outs. To do this you'll need the Id of the specific interaction schema.


In this case, this is the string "Reuse-Spring-2023".

You'll also need the name of the property / data point in the interaction that you'd like to insert into your send-out:


In this example, we want to insert the "price" value.

Once you know the interaction schema ID and the property name, combine them like this in the email editor:


Note that you'll need to lower-case the interaction schema ID. This was "Reuse-Spring-2023" in the interaction, but in the editor you'll write "reuse-spring-2023" as shown above.


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