Show a Fallback Greeting with Conditional Sending

If a contact has no first name saved, an email that opens with "Dear ," looks careless. Conditional Sending lets you show or hide content blocks depending on a contact field, so you can always display a sensible fallback.

The idea

You create two versions of the same block. One appears when the field has a value, and the other appears when the field is empty. Each contact sees exactly one of them.

Build a greeting with a fallback

1. Open your campaign or template in the email builder.
2. Add a text block and write the personalized version, for example "Dear {{contact.first_name}},".
3. In that block's sidebar, turn on Conditional Sending.
4. Under Set your conditions, choose the field First Name, the condition Is Not, and leave the value empty. This block now shows only when a first name exists.
5. Add a second text block with the fallback, such as "Dear Customer,".
6. Turn on Conditional Sending for it, choose First Name, the condition Is, and leave the value empty. This block shows only when the name is missing.
7. Preview the email as a contact with a name and one without.

Limits

• Each block can use only one field.
• You cannot stack several conditions on the same field within one block.

Other uses

The same pattern works for any custom field, such as company or city. Choose friendly fallback wording that fits your brand.

Good to know: Test with contacts who have the field filled and empty so both blocks are confirmed.