Merge fields: personalise your messages

Merge fields are placeholders written in double curly brackets, such as {{customer_first_name}}. When a message is sent, each one is replaced with the real details.

You can use them in both the subject line and the body. For example:

Subject: Your repair is ready, {{customer_first_name}}

Organisation

Added from your CRM settings automatically.
- {{org_name}} - your organisation name
- {{org_address}} - your address
- {{org_reply_to}} - your reply-to email

Customer

• {{customer_first_name}}
• {{customer_last_name}}
• {{customer_full_name}}

Job

• {{job_title}}
• {{portal_link}} - the customer's progress link, if the portal is on. See Share job progress with the customer portal.

Invoice

• {{invoice_number}}
• {{invoice_amount}}
• {{invoice_due_date}}

Booking

• {{booking_date}}
• {{booking_time}}

General

• {{update_message}}
• {{message_body}}
• {{subject_line}}

Tips

• Use the preview in the editor to see sample values.
• A field that has no value for a particular message may come out blank, so only use fields that make sense for where the template is used.
• Set your sender name, reply-to and footer in CRM Settings. See Team visibility and message branding.