Enhanced Email Personalization with First and Last Name Tokens
Released: November 11, 2025
What Changed: Two new email personalization tokens are now available: [CONTACT FIRST NAME] and [CONTACT LAST NAME]. These tokens can be used in survey questions, email templates, and text message fields to create more personalized communications with contacts. The system automatically parses the contact's full name and removes common titles (Mr., Mrs., Ms., Dr.) to ensure clean formatting.
How It Works: The new tokens parse the existing contact name field by splitting on spaces and intelligently removing title prefixes. The first name uses everything before the first space (after removing titles), making it ideal for casual, friendly greetings like "Dear Richard," instead of the more formal "Dear Richard Brooks,". Both tokens are available everywhere existing tokens work: survey templates, email fields, and SMS messages.
Business Value: More personalized communication increases engagement and response rates. This feature directly supports the "Rescue Response Rate" initiative by making outreach feel more personal and less automated. Companies can now craft warmer, more conversational survey invitations that address contacts by their first name, improving the customer experience and potentially increasing survey completion rates.