First message
Write the first text message template used by the AI, with personalisation fields such as the lead's first name.
Open First Message Config, write a short opening text, insert personalisation fields like first name and company name, and save it with Update Message.
The First Message Config tab holds a single text message template: the first message the AI uses when it starts a text conversation. You can personalise it with fields such as the lead's first name, so every lead gets a message addressed to them.
AI › First Message Config with the message box containing a short greeting that includes the green @firstname and @tenant_company_name fields, the row of personalisation buttons below it, and the Update Message button.
Before you start
- Your role needs permission to change AI settings. See Team members.
- If you text leads in the US, make sure your texting is registered. See 10DLC registration.
Write your first message
- Go to AI › First Message Config.
- Click in the message box and type your message.
- To add a personalisation field, put the cursor where you want it and click one of the buttons under the box, such as firstname. The field appears in the message as a green tag, such as @firstname.
- Click Update Message. You'll see First message updated successfully.
Example:
Hi @firstname, this is Sarah from @tenant_company_name. Thanks for your interest! Is now a good time for a quick call?
Personalisation fields
| Button | Inserts |
|---|---|
| firstname, lastname | The lead's first or last name |
| phone, email | The lead's phone number or email address |
| company, title | The lead's company and job title |
| address, city, state, zip, country | The lead's address details |
| source | Where the lead came from |
| tenant_company_name | Your company name |
If a lead has no value for a field, it may be left out of their message. Write the message so it still reads naturally without the field, and avoid relying on fields that are often empty, such as company or title.
Tips for a good first message
- Keep it short: one or two sentences.
- Say who you are and why you're texting.
- End with an easy question the lead can answer with yes or no.
- Include opt-out wording if your compliance policy requires it.
Common questions
Is this the same as the agent's first sentence on a call? No. Call openings are set per intro and on the voice prompt. See Intros and Voice prompt.
Can I have different first messages for different campaigns? This tab holds one message for your whole account. For campaign-specific texts, see SMS campaigns and SMS agents.