Frequently Asked Questions


Personalise is a personalisation software platform powered by machine learning that allows agencies to easily configure personalised experiences on their email and web channels, improving the interaction between government and citizen.

If you’re interested in email personalisation, you can sign up for a free account and get started immediately.

For web personalisation, check out our getting started checklist.

No. Personalise is currently free of charge. Charges may apply in the future.

Websites that serve articles (such as blogs) and services are the most suitable. If you’re unsure, react out to us at and we’ll be able to offer guidance.

No. Unfortunately, Personalise is only available for government agencies of the Singapore Government.

You can use Google Chrome, Microsoft Edge, Mozilla Firefox and Safari. Internet Explorer and Opera are not recommended.

Creating eDMs

Audience List

There is no subscriber limit. 

You can use the search function supported in your browser. Use the keyboard shortcuts Ctrl +f (Windows) or Command + f (Mac) to quickly find an email address.

Email Asset

Unfortunately, you are unable to include attachments in eDMs. You can store your attachments in a shared folder and add the link inside the eDMS instead.

The file size limit is 5MB.

The HTML email is not hosted but is sent as part of the email with images attached. Recipients will be able to view the emails directly in their email client.

Yes, you can use the email editor tool to create email assets within minutes. No coding skills are required.

You can personalise your content in the HTML tags. For example, if you want the header of the email to be a personalised greeting, you can use this format: Hello ${data.firstName}!

For the best experience, it is advisable to upload images together with their HTML so that the images sent are part of the email and that there will be no issues loading. Kindly note that if you are sending eDMs to government emails, your HTML template needs to follow Microsoft Outlook styles. You may search “MSO CSS styles” for more information.

Kindly send a support request to and include the relevant screenshot(s) of your email template so that we can assist you further.

Sending eDMs

Re-subscribes and Un-subscribes

All eDMs sent will contain an un-subscribe link that is automatically added to the footer of your email asset.

When a recipient clicks on the un-subscribe link, our system will flag that recipient. The recipient will not receive eDMs anymore.

Yes. You will be able to see the number of bounced emails and the number of people who unsubscribed in the Personalise dashboard. 

Please refer to this user guide on how to view un-subscribers in the Personalise dashboard.

Unfortunately, this feature is not available. We will need to do it manually for you.

Unfortunately, this feature is not available. Users will have to manually delete and re-enter the subscriber’s email address into their audience list.

Junk Mail

This is possible due to these factors:

  1. The email’s content and quality. Internet service providers (ISPs) can use their own content filters that scan emails for specific keywords, insecure links, links that are considered harmful, or links to domains that aren’t the sending domain. Emails that are considered low quality may land in the junk folder or get blocked by the ISP.
  2. Previous eDMs have been reported as junk.
  3. Previous eDMs had high bounce or complaint rates.

We have whitelisted our email “” with SGMail. However, different government agencies manage their email spam filters differently and SGMail has no control over that. Individual recipients’ Microsoft Outlook client also has email spam filters.

One recommendation to prevent this is to code the text of the EDMs directly into the HTML code instead of the EDMs consisting only images.

Performance Metrics

You can view the number of email deliveries, bounces, opened emails and clicks. 

We will assist to generate the report upon request. From the report, you will be able to see whose emails have bounced, who has unsubscribed, who has opened the email as well as who clicked onto the links in the eDMs.

Kindly send the report request to It is highly advisable to request for the report at least 2 weeks after the start of the campaign. Please note that it may take up to 5 working days for our technical engineers to generate your report as we have a high request volume currently.

Web Personalisation

  1. The website needs to implement WOGAA and on our end, we will embed our Personalise.js on your site through WOGAA.js. Once your site has WOGAA, the page views will automatically be tracked through WOGAA. Then, our system will tap on WOGAA and extract the users’ interactions’ data.
  2. You need to have a sitemap.xml on your website so that we can know what pages you have on the website. You may refer to this website for more information – The site pages need to have the necessary meta data for us to know which pages on your website are articles.
  3. You need to identify what recommended content you want to display. There may be a need for more meta data to be tagged on the individual article pages, depending on what is to be shown on the recommendations panel displayed to users. For example, a recommendations panel may display titles, thumbnails, dates, etc. These meta data will also be tagged on the individual article pages. For more information on meta data, you may refer to this website for more information –
  4. Schedule a meeting with us by filling in this contact form and we will get in touch with you shortly.

Have more questions?

Contact us for technical support at