> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/products/crm-automation/communication-channels/sending-personal-messages-from-back-office.md).

# Sending personal messages from Back Office

Send one-off messages to an individual player from their user profile.

You can send a targeted, one-off message directly from a player's **User Profile**. This suits VIP managers, CRM operators, and support agents.

Personal messages use a Real-time Campaign. The campaign receives your message details and sends them through the selected channel.

{% hint style="info" %}
Use the [Sending Messages via Smartico REST API](/welcome/products/crm-automation/communication-channels/sending-messages-via-smartico-rest-api.md) when an external service sends the message. Use this guide when an operator sends it from Back Office.
{% endhint %}

### How it works

1. You select **Send Message** in a player's profile.
2. Smartico emits the `Core: send personal message` event.
3. An active Real-time Campaign matches your selected channel.
4. The campaign injects your submitted fields into its message template.
5. The communication activity delivers the message.

A message is not sent automatically. An active campaign must listen for the event and channel.

### 1. Set up the message template

Create a communication resource for your required channel. Use the event tags below in its fields.

| Tag                               | Use in template                                  |
| --------------------------------- | ------------------------------------------------ |
| `{{event.subject}}`               | Message title or subject line                    |
| `{{event.message}}`               | Main message or subtitle                         |
| `{{event.button_text}}`           | Primary button label                             |
| `{{event.action}}`                | Primary button URL or deep link                  |
| `{{event.button_text_secondary}}` | Secondary button label for Popups and Rich Inbox |
| `{{event.action_secondary}}`      | Secondary button URL or deep link                |
| `{{event.html}}`                  | Rich Inbox HTML body                             |

{% hint style="warning" %}
Use dot notation, such as `{{event.subject}}`. Hyphenated tags, such as `{{event-subject}}`, render as plain text.
{% endhint %}

For Inbox links, use `dp:gf_inbox` as the button action. This opens the notification center.

### 2. Configure the Real-time Campaign

1. Go to **CRM Automation → Realtime Campaigns** and select **Create**.
2. Set **Trigger** to `Core: send personal message`.
3. Add a **Core: personal message channel** condition. Match your channel: `popup`, `inbox`, `sms`, `push`, or `mail`.
4. Set **Entry Mode** to **Every time conditions are met**.
5. Set **Campaign Duration** to **1 minute**.
6. Add your communication activity, such as **Send Popup** or **Send Inbox**. Select the template you created.
7. Set the campaign to **Active**.

Create a separate campaign for each channel. Each campaign needs the matching channel condition and activity.

### 3. Send a message from a player profile

1. Go to **Gamification → Users** and open the player.
2. Select **Actions → Send Message**. You can also select a channel icon.
3. Choose **Quick Message** or **Select Template**.
4. Complete the message fields and send the message.

<figure><img src="https://77049817-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfS5hl0PiysHtKAKMsQTe%2Fuploads%2FeLcjs3Rc473j6APYWWTg%2FScreenshot%202026-09-10%20at%2016.30.09.png?alt=media&amp;token=b3d06673-4ee8-4411-ac2f-3333bd64ba2f" alt=""><figcaption></figcaption></figure>

#### Quick Message

Enter one-off text in the modal. Smartico passes the entered title, message, and button values to the matching `{{event.*}}` tags.

#### Select Template

Choose an existing Back Office template. For SMS, Email, Push, and Inbox, the modal fills the fields. You can edit them before sending.

### FAQ

#### Q: Nothing happens after selecting **Send**. What should I check?

**A:** Check that an active Real-time Campaign uses `Core: send personal message`. Its channel condition must match your selected channel.

#### Q: Why does the player see `{{event.subject}}` as text?

**A:** Use dot notation in the template. Also confirm that the template belongs to the personal-message campaign.

#### Q: Why does an Inbox button not open notifications?

**A:** Set the button action to `dp:gf_inbox`.


---

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