Add Personalisation Tokens and Links to your SMS

Overview

A generic SMS feels generic, and your recipients can usually tell. Personalisation tokens let you pull in real recipient details, like a first name or company name, so each message reads as if it was written just for them.

Links work in a similar way. Instead of typing out long URLs that eat into your character count and break easily, the Insert link option gives you a list of ready-made, tracked links to drop straight into your message.

Both options live inside the SMS template editor, on the Content tab. You'll find them sitting next to each other in the toolbar at the top of the page.

Keep an eye on your character count
‍Tokens look short while you're editing, but they expand to the actual recipient details when the SMS is sent. A long company name or surname can push your message past the 160 character limit and split it into multiple parts, so it's worth previewing a few realistic examples before you send.

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Add a personalisation token

Personalisation tokens (also called fields) pull data from your recipient list straight into the body of your SMS. The fields available depend on what's been set up in the Fields section of your Application, so you might see more or fewer options than the example below.

Insert field

The Insert field dropdown shows every personalisation token available to this Application.

To add a personalisation token to your SMS:

Open your SMS template from inside the Application.
On the Content tab, click in the message body where you want the token to appear.
Click Insert field in the toolbar.
Choose the field you want from the dropdown, for example FirstName.
The token will appear at your cursor position, wrapped in syntax that tells the platform where to merge the data.
Click Save to keep your changes.

That's it. When the SMS goes out, each token will be replaced with the matching detail for that recipient.

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Add a link

The Insert link option gives you a list of dynamic links that the platform builds for you, with tracking and the right routing baked in. That's much more reliable than pasting in URLs by hand, especially when those links need to be unique per recipient.

Insert link

The Insert link dropdown shows static links at the top, with any forms set up in your platform listed below.

Here's a quick rundown of the link types you'll find in the dropdown.

Link type	What it does	When to use it
View this template online	Inserts a link to a browser-friendly version of your SMS, so recipients can open and read the full message in their browser.	Handy for messages with longer content that won't fit comfortably in 160 characters, or where recipients might want to revisit the details later.
Unsubscribe	Inserts a one-tap opt-out link that removes the recipient from future campaigns automatically.	Useful for marketing or promotional SMS where you need to give recipients a clear way to opt out.
Link to attachment	Generates a secure link to a document attached to the SMS template, so recipients can open it from their phone.	Great for sending PDFs, statements, or other documents alongside a short SMS prompt.
CX Inbound forms	Inserts a link to a pre-built form your recipient can fill out and submit. The dropdown lists every form that's been set up in your platform, like account update or claim forms.	Use when you need recipients to take action, such as updating their details, completing a claim, or confirming information.

To add a link to your SMS:

Open your SMS template from inside the application.
On the Content tab, click where you want the link to appear in your message.
Click Insert link in the toolbar.
Choose the link type you want from the dropdown.
The link will be inserted at your cursor position as a short, trackable URL.
Click Save.

When the SMS goes out, your recipients will see a short, tap-friendly link, and any clicks will show up in your reporting.

What's next

Once your personalisation tokens and links are in place, it's worth sending yourself a test message before going live. That way you can check each token resolves to the right value and every link opens where it should, with no surprises for your recipients.