Incorporating the first name of the agent who last interacted with a contact into SMS copy can enhance the personalization of the message and help the recipient recognize that they are communicating with the same agent from their previous conversation.

Step 1: Journey

To dynamically reference the first name of the last handling agent, the first step is to set up a journey that will write that information to a custom property on the contact's profile.

1. Start by creating a new journey (don't forget to name it, write a description, and add any relevant tags!)
2. The trigger of the journey should be call.completed
3. Next, add a webhook:
   
   • Name: Add Last Handling Agent First Name to Custom Properties
   • Endpoint URL: https://events.regalvoice.com/events
   • Method: POST
   • Custom Headers:
     • Authorization : [Your API Key]
   • JSON Payload:

{
   "traits": {
      "phone": "{{contact.contactPhone}}",
      "lastHandlingAgentFirstName": "{{event.properties.agent_firstname}}"
   },
   "name": "Update Last Agent First Name",
   "properties": {
      "lastHandlingAgentFirstName": "{{event.properties.agent_firstname}}"
   },
   "eventSource": "Regal Journey #123"
}

• • Save the journey
  • Duplicate the journey and change the trigger to sms.conversation.completed
    • This will ensure the event fires at the end of every conversation, not just voice or just SMS.

Example of the webhook:

Example of the journey:

Step 2: Referencing the Property in Campaigns

To dynamically reference the property in the message content, use

{{contact.customProperties.lastHandlingAgentFirstName}}