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Using dynamic content in Chats and Posts

How to create highly targeted and personalized Chats or Posts at scale.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Create tailored and personalized chats and posts across the entire customer lifecycle using dynamic content to offer up the right content, to the right person, at the right time.

Here’s a few reasons why you'll love it:

  • Reduce the time it takes to create multiple chat or post variations.

  • It's easy to use because it's no-code.

  • Create highly engaging and personalized content for all customers.

See the sections below to easily add dynamic content blocks to your:

Dynamic content in Chats

Let’s go over how you can easily add dynamic content blocks in your chats...

From the chat editor, click the “+” to add a new content block and select “Insert dynamic content”:

This will open up the “Dynamic content settings” where you'll define the conditions for different audiences to see the dynamic content.

Choose the user attribute for your audience by clicking “Add data rule”. In this example we'll be using “User role”:

Then, enter the value for your user attribute:

Note: You can add more data rules on top of this to make your content even more targeted to a specific audience.

Once you’re satisfied with your rule set, it’s time to create your dynamic content. Add copy, images, buttons, code, emojis, bulleted lists, and numbered lists or stylize your copy - all the elements that you can use in the main editor when creating content blocks.

In this example, we’ve congratulated new users on their journey to becoming a pro “Marketer in 2022” targeted at customers who have identified their role as “Marketing”:

To add additional content variations depending on the audience, click “Add condition” and repeat the same process to define your data rules for the audience and the content they should be shown.

Note: The rules are applied in priority order from top to bottom. If someone matches multiple conditions, the first rule they match will be applied.

Once you’ve added all your conditions, you should add fallback content for users who may not match your conditions. In this case, we’ve used “Businessperson” to catch all roles:

Now, click “Save” and you’ll be taken back to your chat editor where you can continue to work on your chat.

You’ll see the dynamic content has been inserted into your chat and you can click on it to make edits:

Note: This will display the fallback content or the first condition if there is no fallback content present.

Continue adding more dynamic content blocks to create super personalized and highly targeted chats!


Dynamic content in Posts

From the post editor, click the “+” to add a new content block and select “Dynamic content”:

This will open up the “Dynamic content settings” where you'll define the conditions for different audiences to see the dynamic content.

Choose the user attribute for your audience by clicking “Add data rule”. In this example we'll be using “Country”:

Then, enter the value for your user attribute:

Note: You can add more data rules on top of this to make your content even more targeted to a specific audience.

Once you’re satisfied with your rule set, it’s time to create your dynamic content. Add copy, images, video, code, emojis, tour, app, bulleted lists, and numbered lists or stylize your copy - all the elements that you can use in the main editor when creating content blocks. The only exceptions are button, social button, file, and news.

To add additional content variations depending on the audience, click “Add condition” and repeat the same process to define your data rules for the audience and the content they should be shown.

Finally, add fallback content to show if none of the conditions are met.

Now, click “Save” and you’ll be taken back to your post editor where you can continue to work on your post.

You’ll see the dynamic content has been inserted into your post and you can click on it to make edits:

Note: This will display the fallback content or the first condition if there is no fallback content present.

Continue adding more dynamic content blocks to create super personalized and highly targeted posts!

Here are some ideas to get you started:

  • Need different segments of users to take different actions? Have different CTAs based on the actions you wish your audiences to take.

  • Personalize onboarding chats or posts by showing dynamic lists based on the actions you need every user role to complete.

  • Show content your users are interested in by dynamically displaying suggested blog articles, feature announcements, and more.


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