Merge Fields

Merge fields let you insert dynamic data into your automation messages. Instead of writing a generic message, you can address the customer by name, reference their estimate total, or include a payment link -- all automatically.

Syntax

Merge fields use the [field.name] format. For example:

Hi [customer.first_name], thanks for requesting an estimate!

When the workflow runs, the engine replaces [customer.first_name] with the actual customer name from the contact record.

Using the Merge Field Toolbar

When editing an SMS, email subject, email body, note, call whisper, or text-to-speech message in the Guided Editor or visual builder, an Insert live data field picker appears beside the form field. Its help text explains that the bracketed token is replaced with real record data when the automation runs. It has tabs for each category:

• Customer -- contact information
• Organization -- your company details
• Estimate -- estimate data
• Job -- job data
• Invoice -- invoice data
• Appointment -- scheduling data

Click any field pill to insert it at your cursor position in the text area.

Available Fields

Customer

Organization

Estimate

Job

Invoice

Appointment

Sales Rep

Preview

When editing SMS or email templates in the Guided Editor, a live preview shows the rendered message with example data filled in. Use this to verify your merge fields are correct and the message reads naturally before activating.

Tips

• Always include [customer.first_name] in your opening line. Personalized messages get higher response rates.
• Use [estimate.link] or [invoice.payment_link] to make it easy for customers to take action directly from the message.
• Keep SMS messages short. Merge fields expand to real data at send time, so account for longer names or addresses when estimating message length.
• If a merge field cannot be resolved (for example, the customer has no email on file), it is replaced with an empty string. Structure your sentences so they still make sense if a field is blank.