How to Dynamically Reference the First Name of the Last Handling Agent in Campaigns

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:
    • Method: POST
    • Custom Headers:
      • Authorization : [Your API Key]
    • JSON Payload:
 "traits": {
    "phone": "{{contact.contactPhone}}",
    "lastHandlingAgentFirstName": "{{}}"
 "name": "Update Last Agent First Name",
 "properties": {
    "lastHandlingAgentFirstName": "{{}}"
 "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:

Screenshot 2024-03-19 at 9.39.40 AM.png


Example of the journey:

Screenshot 2024-03-19 at 9.40.59 AM.png


If you don't know your API key, please reach out to or submit a ticket here and someone from our tech support team will provide it.


Step 2: Referencing the Property in Campaigns

To dynamically reference the property in the message content, use


Screenshot 2024-03-19 at 10.01.22 AM.png