Text Messaging Personalization
Modified on: Thu, 10 Apr, 2025 at 5:24 PM
With this release, we are excited to announce the new Text Messaging Personalization feature!
As text messaging becomes one of the most common communication tools, we are introducing text messaging templates into the Agent Management System. This will allow you to engage more effectively with your customers, keeping pace with current communication trends. You will be able to apply text messaging templates in one-off text messages to your customers and when creating an automation within Automation Center.
By integrating text messaging templates into Automation Center, you will be able to enable personalized and timely communication while also automating repetitive, non-revenue-generating operational activities, freeing up time to focus on what matters most.
Text Messaging Personalization will not only streamline communication but also enhance the overall efficiency of the customer engagement processes at your agencies.
TABLE OF CONTENTS
- What's in it for me?
- How to access
- Create a Text Template
- Managing Text Templates
- Applying a Text Template
- Practical Applications
Check out our video if you'd rather watch and follow along!
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What's in it for me?
Text Messaging Personalization will bring about several benefits for your agency:
- Personalization: Your agency will be able to create personalized text templates in the Communication Center. They will have the option to choose EZLynx system templates for text messaging (similar to the email campaign system templates). These text templates can be used while creating Send Text action in the Automation Center. Agents will also be able to insert new personalization tags that are not part of the template.
- Increased Conversion: A more personalized communication experience can lead to higher conversion rates. By delivering timely and relevant messages, these controls can encourage consumers to take the desired action.
- Enhanced Engagement: Personalized text messages can significantly improve customer engagement rates by aligning with their behavior patterns and schedules. This ensures that messages are received and read, leading to higher interaction.
- Streamlined Communication: With automated text messages, you can reduce manual follow-up efforts. You'll have the option to save a template from automation center for future use. In the Applicant Overview page, there will be an option to choose a text messaging template while sending one-off text messages.
How to access
You will see a new option under the Communication Center menu named Text Templates under Voice and Text. Choosing this option will take you to the new Text Templates page.
- Hover over the Communication Center icon.
- Choose Text Templates. This will take you to the Text Templates page.
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Create a Text Template
Based on our experience and adherence to best practices, EZLynx will create some global templates that can be used if they fit your agencies needs. They can also be used as a base for your own templates by copying and editing them. More on copying and editing templates in a later section of this article. For now, let's look at how to create a new Text Template from scratch.
1. On the top-right of the Text Template page, select the Create Text Template button. This will take you to the new Create Text Template page.
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2. Enter a unique name that will help you identify this template from others.
3. Check the respective box if this template should be shared with others at your agency and/or sub-agencies (branches).
4. Create the message for the template. Don't forget to select the Save button at the bottom if you need to work on the template in intervals.
Insert Personalization Tags (optional)
You can insert personalization tags into your message using the <> Insert tags button. This works very similar to our Email Campaign Personalization Tags feature.
Click here for a list of supported Text Template Personalization Tags!
- List of Text Template Personalization Tags
Account Name
Assigned Producer Signature Primary Applicant First Name Primary Contact Work Phone Agency Address Business Name Primary Applicant Full Name Recipient Cell Phone Agency City Business Phone Primary Applicant Home Phone Recipient Email Agency Logo Client Center Link Primary Applicant Industry Recipient First Name Agency Name Client Center Policy Page Link Primary Applicant Last Name Recipient Home Phone Agency State Co-Applicant Cell Phone Primary Applicant Lead Source Recipient Last Name Agency Zip Co-Applicant Education Primary Applicant Middle Name Recipient Middle Name Agent Email Co-Applicant First Name Primary Applicant Nickname Recipient Nickname Agent First Name Co-Applicant Full Name Primary Application Occupation Referral Form Agent Full Name Co-Applicant Home Phone Primary Applicant Primary Email Secondary Contact Cell Phone Agent Last Name Co-Applicant Industry Primary Applicant State Secondary Contact First Name Agent Phone Number Co-Applicant Last Name Primary Applicant Work Phone Secondary Contact Home Phone Assigned CSR Email Co-Applicant Middle Name Primary Applicant ZipCode Secondary Contact Industry Assigned CSR First Name Co-Applicant Nickname Primary Contact Cell Phone Secondary Contact Last Name Assigned CSR Full Name Co-Applicant Occupation Primary Contact First Name Secondary Contact Middle Name Assigned CSR Last Name Co-Applicant Primary-Email Primary Contact Full Name Secondary Contact Nickname Assigned CSR Phone Number Co-Applicant Work Phone Primary Contact Home Phone Secondary Contact Occupation Assigned CSR Signature Consumer Quoting Link (PURL) Primary Contact Industry Secondary Contact Primary Email Assigned Producer Email Primary Applicant Address Primary Contact Last Name Secondary Contact Work Phone Assigned Producer First Name Primary Applicant Cell Phone Primary Contact Middle Name Today Assigned Producer Full Name Primary Applicant City Primary Contact Nickname Today-2m Assigned Producer Last Name Primary Applicant County Primary Contact Occupation Today+1d Assigned Producer Phone Number Primary Applicant Education Primary Contact Primary Email Today+1y
1. Select the <> Insert tags button. This will open the Text Tags pane on the left.
2. Choose the tag you want to insert.
3. Select Add fallback tag. This is a best practice in case the first tag comes back blank. If it does, the fallback tag will insert it's tag instead.
4. Choose the fallback tag you want as a back-up.
5. Make sure your cursor is where you want the personalization tag to be inserted in the message and select the Insert tag button. This will add the tag to the message where your cursor was last at.
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Want to know how personalization tags work? Click here!
- Notice in our example we have a personalization tag after the word 'Hello'. This personalization tag is supposed to:
1. Check the Primary Applicant's Nickname field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, check the fallback tag.
2. If Primary Applicant's Nickname field is empty, check the Primary Applicant's First Name field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, remove the personalization tag and prefill nothing.
Because the customer we used in our example didn't have anything in the Nickname field, the personalization tag pre-filled the First Name 'Customer' instead. This is why fallback tags are so important. If we had not had a fallback tag, then the system would have pre-filled nothing and the message would simply say 'Hello ,'.
Attachments (optional)
You can also add attachments to a template just like other places in EZLynx by either drag and dropping the file or browsing your computer.
1. Select the Attach button. This will open the Attach box.
2. Either drag and drop the file, or select the box to open your computer's file explorer
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Once you are happy with your text template make sure to select the Save button at the bottom. This will refresh your screen and take you back to the Text Templates page where you can see the new text template you created.
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Managing Text Templates
You will be able to view both the EZLynx generated global text templates and your agency created text templates on the Text Template page.
- You can use the Search Templates field search for specific templates.
- You can use the Created By dropdown to filter the template table to show only templates created by that person.
- To remove a search or filter, select Clear and the table will return to its default state.
Under the Actions menu, you will have the option to copy, edit and delete templates as per your business needs.
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Applying a Text Template
Now that you've created some templates, let's take a look at how your agency can use them.
Text Messaging Pane
1. When on a customer's account, you can select the Text Messaging icon from their applicant pane. This will open the Text Messaging pane like it does today.
2. Here you will find the new Insert template button which opens the Select Template window.
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3. Use the Search Templates field to find and choose the text template you want to apply. Selecting it will allow you to preview the template on the right side of the window.
4. When ready, choose Select template on the bottom-right of the window. This will close the window and insert the template into the Text Messaging Pane. When you insert the template, the system already prefills in the information for any personalization tags in the system.
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Want to know how personalization tags work? Click here!
- Notice in our example we have a personalization tag after the word 'Hello'. This personalization tag is supposed to:
1. Check the Primary Applicant's Nickname field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, check the fallback tag.
2. If Primary Applicant's Nickname field is empty, check the Primary Applicant's First Name field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, remove the personalization tag and prefill nothing.
Because the customer we used in our example didn't have anything in the Nickname field, the personalization tag pre-filled the First Name 'Customer' instead. This is why fallback tags are so important. If we had not had a fallback tag,then the system would have pre-filled nothing and the message would simply say 'Hello ,'.
Automation Center
1. When creating or suggesting an automation for your agency, navigate to the Add Actions step.
2. Choose the Send Text Message action.
3. Here you'll now see a new Insert template button which opens the Select Template window.
4. Use the Search Templates field to find and choose the text template you want to apply. Selecting it will allow you to preview the template on the right side of the window.
5. When ready, choose Select template on the bottom-right of the window. This will close the window and insert the template into the Message box. Here the system will keep the personalization tag in its default state. Once the automation is triggered, the system will pre-fill the necessary information based on which account triggered the action.
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Want to know how personalization tags work? Click here!
- Notice in our example we have a personalization tag after the word 'Hello'. This personalization tag is supposed to:
1. Check the Primary Applicant's Nickname field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, check the fallback tag.
2. If Primary Applicant's Nickname field is empty, check the Primary Applicant's First Name field.
a. If there is something in this field, replace the personalization tag with this information.
b. If this field is empty, remove the personalization tag and prefill nothing.
Because the customer we used in our example didn't have anything in the Nickname field, the personalization tag pre-filled the First Name 'Customer' instead. This is why fallback tags are so important. If we had not had a fallback tag, then the system would have pre-filled nothing and the message would simply say 'Hello ,'.
Practical Applications
Check out some of the ways your agency can make the most out of the Text Messaging Personalization feature.
- Personalization: You can now use these templates to provide a more customized consumer experience by leveraging personalization tags in text templates.
- Improved Return on Investment: As you will be able to provide more personalized approach via text templates there would be better ROI from your communications by making best use of automation workflows. This can save significant time and resources, improving overall efficiency and productivity.
- Effective and Efficient: You will be able to leverage Automation Center more effectively as they will be able to deliver timely, personalized messages resulting in strong relationships and improved customer satisfaction.
- Cost Effective: Your agency can save costs as they don't have to spend on additional tools as they can rely solely on EZLynx for both management and communication needs.
We hope you are excited for this new feature and look forward to our future releases. Please let us know if this article was helpful in learning about the new feature by answering the question below. Check out our related articles on the right-side of the page to learn more about EZLynx!
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