> ## Documentation Index
> Fetch the complete documentation index at: https://help.ciarem.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# The first message and personalization

> The First message field, when it is sent word-for-word versus when the agent answers directly, and how to personalize it with contact variables.

The **First message** lever lives in **Control center > Basic configuration**. It is the opening line a new contact sees, and it is worth getting right because it sets the tone for everything after.

## When it is used

The first message is **sent exactly as you write it** when a conversation opens with a greeting or an unclear message ("hi", "hello", "info?"). If the contact instead opens with a clear question ("how much is a cleaning?"), the agent skips the canned opener and answers the question directly. So the first message is a warm welcome for vague openers, not a wall the agent puts in front of every conversation.

A good first message is short, names your business, and invites the person to say what they need. For example: `Hi! Welcome to Acme 👋 How can we help you today?`

## Personalization variables

You can drop **contact variables** into the first message so it greets people by name, such as the contact's first name (`{{contact.first_name}}`). When a contact has that detail on file, it fills in; when they do not, write the sentence so it still reads naturally without it. A safe pattern is to keep the greeting friendly whether or not the name is present, rather than leaving an awkward gap where a missing value would go.

Keep personalization light. One familiar touch (the first name) feels warm; stuffing several variables into the opener feels like a mail merge.