Overview

Merge Fields allow Playbooks users to personalize email templates and cue cards for prospects before engaging with them. Playbooks will automatically insert record information after pulling the prospect information from the CRM. 

Merge Fields set generic placeholders where personal information about the rep and prospect are filled in at a later time. For example, an email template that uses merge fields will look like the following:

Hi [Prospect First Name], I’m [Rep First Name] with [Company Name].

After pulling the prospect information directly from the CRM, the message is transformed into something more like this:

Hi Pam, I’m Jim with Scranton’s Best Paper Co.

Not all fields are available to reps by default. Managers and administrators will enable the required custom and standard CRM fields that can appear as options when creating email templates and cue cards through the Playbooks Manager Application.

The following field types are supported:

Field Type	Example Output	Notes
Currency	1.99	Currency symbols are omitted, as they are not stored in the CRM.
Date	6/28/2021
Date/Time	2021-06-28T19:50:55.000+0000	Date/Time values will always be output in UTC.
Email	ksynder@tnr.net
Geolocation	33.812511 -117.918976
Number	2
Percent	69	Percent symbols are omitted, as they are not stored in the CRM.
Phone	+18602730123	If the number is stored in e.164 format, the + will be displayed, otherwise only the numbers.
Picklist	Working – Contacted
Picklist (Multi-Select)	Option A; Option B
Text	2x Calls Today
Text Area	This is a text area field
Text (Encrypted)	****-****-****-1234	Formatting will match the configuration of the CRM field.
Time	14:00:00.000Z	Time values will always be output in UTC.
URL	http://www.xant.ai	A URL will not be hyperlinked when used alone. Use the merge field within a hyperlink in a template to automatically hyperlink.

The following field types are not supported:

• Checkbox
• Text Area (Long)
• Text Area (Ric)

Topics

Merge Fields Not Populating Correctly

Playbooks users may experience issues when using Merge Fields in their email templates or cue cards where the information they were expecting is not displayed. 

Merge Fields can use information from Accounts, Cases, Contacts, and Leads. Only information from the enabled merged fields can be used in email templates, email play steps, automatic email play steps, and cue cards. 

Note: To use merge fields in an Ad hoc email, populate the ad hoc email with an email template that contains the merge fields you wish to use.

You may encounter issues when using Account objects and trying to use a prospect's detail, like First Name or Last Name.  In this case, it is not possible to populate the name of an associated contact using Merge fields as an account will have multiple customers associated. Refer to Is It Possible to Auto-populate the Last Name Of a Customer in a Template for Account Records for more information.

You may also encounter issues if you are copying and pasting merge fields from another email template. It is important that merge fields are included in the email template through the Merge Fields option available in the Email Composer. Refer to Error: "Empty Merge Fields" When Send an Email and Merge Fields Are Not Populating for more information.