Personalize chatbot conversations with user details

Your chatbot can provide personalized responses to your visitors. You can use data from a form submission or from managed users.

Any field included in a form can be used by the chatbot to customize responses to the visitor. For managed users, you can use ID, email, and name.

Use form submission information Display managed user details

To use form submission data in your chatbot, you’ll need:

  • The form field reference ID: a unique ID for a specific field in your form.
  • A Navigate to page action: this allows the form to send a visitor to a different page and make the form submission available on that page.
  • A code snippet to enter in the Directive or Greeting field of the chatbot.


Find the reference ID

The reference ID is the unique identifier for each field in your form.

  1. In your form component, click the field you want to use. The right sidebar will open.
  2. In the Content tab, click the down arrow to expand the Reference section.
  3. In the Reference ID field, copy the value to your clipboard.
    • You can use the preset value or enter your own unique value.
  4. Repeat for each field you want to use.


Add a Navigate to page action

  1. In your form component, click any field to expand the right sidebar.
  2. In the Actions tab, click + Add action.
  3. In the new window, click the Action dropdown menu. 
  4. Select Navigate to page.
  5. Click the Page dropdown menu.
  6. Select a page to send the user to.
  7. Select the Send data to this page checkbox.
  8. Click Create action.


Create a code snippet

To customize your chatbot greeting or directive you must use a code snippet. This will allow the chatbot to retrieve that data during the conversation.

  1. In your chatbot component, click the chatbot to expand the right sidebar.
  2. In the Content tab, enter the following code snippet into the field you want to personalize:  {{params.fieldreference|default:"default wording"}}.
  3. In the code snippet, replace:
    • fieldreference with the reference ID for the field you want to use.
    • default wording with a default text. If the field has a blank value, the default text will be used instead.
      • You must keep the double quotation marks around default wording.
  4. Repeat for each field you want to use.
  5. Click Save changes.


actionEdit icon Example
Say your form has a first name field with the reference ID firstName. You want to personalize  your chatbot greeting with the data from the first name field, like “How can I help you today, Florian?” If someone submits the form without entering a first name, you want to use a generic greeting like “friend” instead.

Then, in your Greeting field, you would enter:

How can I help you today, {{params.firstName|default:"friend"}}?

You can test this in the following interface: If you input the name "Florian" and submit the form on the home page, it will use that information on the next page.


ratingStar icon Tip

If you want to send data from multiple fields to your chatbot, you can use a text editor like Microsoft Word, Google Docs, or any other text editor built into your computer to paste your reference IDs into and edit your code snippets.

ratingStar icon Tip

You can also use form submissions and managed user data to personalize text components.

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