Custom variables (dynamic variables enclosed in brackets, such as {SERVICE_DESCRIPTION}) allow you to automatically pull account, property, and service details into your automated customer communications.
However, available merge fields vary depending on the communication channel (Email vs. Text Message) and whether the variable matches the type of email being sent.
Important Rules for Using Custom Variables
1. Variables Must Match Email Context
Custom variables only work when the corresponding information exists for the email being sent:
- Service variables (like
{SERVICE_NAME}or{SCHEDULE_DATE}) work in Service Notifications. - Service variables will NOT work in Invoice, Billing, or Payment emails, as that specific job data isn't attached to those message types.
Warning: If a variable is used in the wrong type of message, it will not populate. The system leaves it as is in the text (e.g., the customer will see the raw tag {SERVICE_NAME} in their inbox).
2. Email vs. SMS Compatibility
- Emails (All Types): Fully support dynamic merge fields across pre-service, service scheduled, post-service, and billing templates.
- Text Messages (SMS): Standard SMS notifications only allow the merge fields {SERVICE_NAME} and {mm/dd/yyyy} in the "Service Scheduled" notification. They are not supported in any other text messages.
- Exception: If you have integrated Captivated, merge fields are supported across your text notifications.
Available Service Notification Variables
When customizing Service Notifications, you can use any of the following variables to pull customer, property, and job details into your emails:
| Merge Field Variable | Information Pulled |
|---|---|
| {SERVICE_NAME} | Name of the scheduled or completed service |
| {SERVICE_PRICE} | Cost of the service |
| {SERVICE_DESCRIPTION} | Description entered for that specific service |
| {SERVICE_NOTES} | Public service or technician notes for the visit |
| {PROGRAM_NAME} | Name of the overarching program |
| {PROPERTY_NAME} | Property name on file |
| {PROPERTY_ADDRESS} | Service location address |
| {SCHEDULE_DATE} | Date the service is set/scheduled to occur |
| {RESCHEDULED_REASON} | Notes on why a service visit was moved |
How to Add Variables to Email Templates
- Hover over your profile name in the top navigation bar and select Settings.
- Scroll down to the Automated Emails & Text Messages section.
- Locate the template you want to customize (e.g., Service Completion or Pre-Service Email).
- Insert your desired
{VARIABLE}into the message body. - Click Save.