How to personalize conversations in CallHub

Personalizing your communication helps you to achieve good response rates. CallHub gives you the ability to personalize your call center scripts or messages before sending them to the contacts added in the campaign with the help of merge tags. 

What are Merge tags?

Merge tags are commonly known as personalization or data tags. These tags can be added to increase the engagement rate of your campaign.

Merge tags helps you to customize your message by adding dynamic fields like the first name, email address, phone number, address or any details that are collected and added in the contacts for your campaign. 

Call Center Campaign:

In a call center campaign, you can include merge tags to personalize the script of your campaign. The agents can read out the script without memorizing any names or addresses. We have included new merge tags such as Agent Firstname, Agent Lastname, Agent Phone to enhance your personalized experience with CallHub.

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You can also use custom contact fields as merge tags in your call center script. Please scroll down to the bottom of the article to understand how to use custom contact fields to personalize your scripts.

SMS Broadcasting: 

Merge tags can be used in the main script for the SMS broadcasting campaign. Highlighted is the merge tag that can be used to personalize your message with the first name of the contact. Similarly, you can add the last name or any other merge tag based on your requirements.

Voice Broadcasting: 

In a voice broadcasting campaign, merge tags can be used while you create a text-to-speech script or while adding a DNC message to your contacts.

SMS Opt-in Campaign: 

In an SMS Opt-in campaign, you can use merge tags to collect information using the "Choose Expected response" option and then use the information in your prompts for the following response. Below is a sample screenshot of how multiple merge tags can be used in a single script based on your requirements.

Peer to Peer Texting Campaign:

In a peer to peer texting campaign, you can include merge tags to personalize your initial message and saved replies based on your requirements.

Also, In Peer to Peer texting, we have additional merge tags such as {agent_name} that can be used by campaign managers.

 By default, the merge tags available in CallHub system are:

• {first_name}
• {last_name}
• {mobile_number}
• {phone_number}
• {email}
• {country}
• {city}

How to use "Contact custom fields" as Merge tags? 

You can add new merge tags in your CallHub account from the Settings section by clicking on Contact Custom Fields>Add Custom Field.

By adding Contact custom fields, you can use any detail of the contacts as merge tags to personalize your messages provided these details are available in the contacts while they are imported into CallHub. If the details are not available for a contact, they would be left blank.

Merge tag is the simplest way to personalize your message in any campaign you run with CallHub. You can go ahead try our campaign using different tags and if you are stuck anywhere just drop us an email to [email protected] and we will be here for your help.

Note: If your campaign script includes merge tags, the length of the message will be calculated based on content added for the corresponding tags. For Example; If the merge tag added is an address which has 25 characters and the script has already reached 160 characters, the system will charge you for 2 message segments. For more details click here.

Happy Tagging Folks!! :)