Overview

Dynamic name variables let you personalize messages and templates by dynamically inserting customer data, such as their {first_name}. Instead of sending a generic greeting, you can address each customer by name for a more personal experience.

You can use dynamic variables in:

• Message templates and macros

• Workflows

• Updates

• Surveys

How to use name variables

Personalize messages in Macros

To personalize messages and macros for each customer:

1. Go to Settings → Support → Macros to create a new Macro

2. Customize your macro text and type in { to insert a variable and choose the desired one from the list (e.g. {irst_name})

3. Save the macro and use it next time with CMD/CTRL+K when replying to customers

Use name variables in Workflows

To personalize your Workflows with dynamic variables:

1. Start creating a Workflow from Automations → Workflows

2. In a message block, type in { to insert a variable and choose the desired one from the list (e.g. first_name)

3. Complete your Workflow and save it

Personalize Updates & Surveys

To personalize your Updates and Surveys with dynamic variables:

1. Start creating a Survey or Update

2. Type in { to insert a variable and choose the desired one from the list (e.g. first_name)

3. Complete your Survey or Update

Troubleshooting and best practices

Common issues and solutions

• Customer's first name appears differently – This usually happens when the name is pulled from a custom attribute instead of the default name attribute. Make sure your workflow uses the default name attribute

• Name attribute is blank – The name attribute is not required when creating or updating users. If not set, it remains empty. Always provide a name value when storing user records

• Name present in API response but not visible in Featurebase – If a request from your website or integration sends an empty name field, it can overwrite the existing name with a blank value. Ensure requests always include the correct name

Best practices

• Always use the default {first_name} attribute unless custom configurations are essential

• Set fallback values in all communications to ensure consistency when name data is missing

• For SDKs, identify users as early as possible using a stable identifier such as an email address

• Regularly review API configurations to avoid overwrites from empty fields

FAQ