# Personalizing Replies

You can personalize the reply using the attributes which are saved in your Social CRM which will help you to to greet customer with their name or any value stored in the attribute against the customer like Age, Last Order Details, Current Plan, Address etc.

### Personalizing a Reply

To personalize a reply select the answer and find the “<img src="https://lh7-us.googleusercontent.com/bLndrER-hpe_sJT2G7Oh5Qi3ugxjxBrgjeQvP2jSRGft4XSSocDMUug1cTpByiraFirIglM1IkWPC2yZg3a1cFy9uVH1ue7aXRaDGoCgrIDB88S9EcNdbwu4NmCyHREmbldDkKxhuuZ3JXv4aK_Azmo" alt="" data-size="line">”i icon as shown below and it will display all the available attribute values.

<figure><img src="/files/9zTlaxdrNsNtNznvaSxy" alt=""><figcaption></figcaption></figure>

### &#x20;Inserting Attributes & Configuring Fall Back Value

On clicking the attribute type the value will get inserted into the answer and the value will look like **`{{attribute-value}}`**

Fall Back Value : If the system not able to fetch any value for the attribute then value configured here will be send to the user , here if the name not saved in the attribute then you can type "Customer" or any other value.

{% hint style="info" %}
Those users name record available in the attribute value will be send and for others fall back value configured here will be send
{% endhint %}


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