Use personalization tokens in chat

We're loving messages within Hubspot and the links to smart lists and 'Known Contacts'.


Would it be possible to add some personalisation tokens e.g. [Contact first name] to the 'Welcome message'?


HubSpot updates
13 Replies
ron_kagan In Search of Ponies
In Search of Ponies
Regular Contributor

Hi @ron_kagan,

Thanks for this but as Hubspot are willing, we'd rather keep everything in one place rather than subscribing to another service. 


New Contributor

Personalising the chat messages for known contacts is a feature we really like in Autopilot, which we are dumping to move everything to Hubspot. So definitely want the ability to personalise Messages with 'Hi there David'.

ron_kagan In Search of Ponies
In Search of Ponies

Hey @DanAt3DV (and @DavidEedle) -- I agree that it's nice to wrap everything in HubSpot rather than a hodgepodge of software subscriptions.


I've not used it but this could be a solution:


Note: I am not paid by HS or Drift.


In fact, I wish HS's messsenger would just work like that!

Regular Contributor

I would like to vote for this too. Would be good to greet people in the CRM if they go to book a meeting in case they have any further questions.

Regular Contributor

Hey there HS Team & Community 👋


I was wondering if there are any plans to add the ability to use personalization tokens in the Live Chats Welcome Prompt? e.g. Name, Location, Industry, Company, etc. ( does this)


This way we could greet a lead or customer based on specific criteria, UTM links, tracking etc and add certain tokens in the greeting message! This could be pretty valuable and powerful!



New Contributor



I need that feature as in Drift.  I want to say welcome to my customer in the more personalized way. 

New Contributor

Same here!

New Contributor

We're considering using Hubspot instead of Intercom, but this feels like a big blocker to the transition.

Top Contributor

Yes, why can't we add personalization tokens to the welcome message but we can put them in EVERY other message.

New Contributor

Please add personalization feature 

Regular Contributor

Please! We really need this.

Occasional Contributor

I was surprised that this feature was not already incorporated in Hubspot. I hope it will be integrated very soon.