Smart merge tags allow dynamic content to be inserted into your messages, allowing you to personalize messages for every recipient.

Merge Tags can be used in the following:

  • One-off messages

    • Note: in one-off messages, merge tags are based on where the message is created. For instance, if the message is created from the Event screen, the merge tags used are for that given event.

  • Bulk Action messages

  • Auto messages

  • Flow messages

  • Agency Phones Inbound Auto-Response Text and Calls

  • Agency Emails Inbound Auto-Response

  • Portals Multilingual Content and Add to Calendar templates

What Happens When There's No Merge Tag Value?

When there is no data for the merge tag value, the merge tag is deleted from the message.

Example: if you use [AgencyWebsite] but don't have the Agency Website setting configured, [AgencyWebsite] is removed from the template.

Use %% to insert text only if there is a merge tag value:

[%Case ID% CaseNumber]

[%Attorney Name% AttorneyName]

[%Website% AgencyWebsite]

Agency Merge Tags

The following merge tags may be configured in Settings / General:

[AgencyName]

[AgencyReference]

[AgencyPhone]

[AgencyEmail]

[AgencyWebsite]

[AgencyAddress]

[TimeZone]

[BusinessHours]

[BusinessFromTime]

[BusinessToTime]

[BusinessDays]

[NextBusinessDay]

Date Merge Tags

The following merge tags are based on when the message is created:

[DateToday]

[DateTomorrow]

[DateYesterday]

[Date12Hours]

[DateNextWeek]

[DateNow]

[TimeNow]

For example, if you send a one-off message with a 5-minute delay at 9 am, [TimeNow] will output 09:00 am, not 09:05 am.

Random Merge Tags

The following merge tags may be used to generate random strings and numbers.

[RandomTag] up to 10 alphanumeric characters

[RandomNumbers] up to 10 random numbers

Pro tip: the duplication prevention feature auto-blocks duplicate messages of the same content within a 30-minute time window. To intentionally send duplicate messages (such as when testing), add [RandomTag] at the beginning of the message template.

Schedule Merge Tags

The following merge tags may be used to output the current and next Schedules.

[CurrentSchedule]

[CurrentSchedules]

[UpcomingSchedules]

Client Merge Tags

Use the following merge tags with any associated Clients:

[ClientName]

[ClientFullName]

[ClientFirstName]

[ClientMiddleName]

[ClientLastName]

[ClientInitials]

[ClientReference]

[ClientGroup]

[ClientType]

[ClientStatus]

[ClientLanguage]

[ClientAge]

[ClientDOB]

Assigned User Merge Tags

Use the following merge tags when a Client is assigned to a User:

[AssignedUserName]

[AssignedUserPhone]

[AssignedUserEmail]

Contact Merge Tags

Use the following merge tags with any associated Contacts:

[ContactName] uses [ClientName] if the contact name is not different

[ContactValue] the formatted phone or email

[ContactChannel] one of email, text, or voice

[ContactType]

Event Merge Tags

Use the following merge tags with any associated Events:

[EventDate]

[EventTime]

[EventDateTime]

[EventReference]

[EventDescription]

[EventStatus]

[EventType]

[EventURL] the Event URL if a valid / custom Event URL is provided (do not use to link to Portals)

[LocationNotes] the Event Location Notes (this is an event-level field and does not require linking to a location)

[EventsCount] the number of non-archived, non-trashed Events in the future

Use NextEvent merge tags for a Client with multiple Events. The Event used is the first Event in the future unless you link a specific event:

[NextEventDateTime]

[NextEventDate]

[NextEventTime]

[NextEventLocation]

[NextEventLocationName]

[NextEventLocationFullAddress]

[NextEventLocationPhone]

[NextEventLocationWebsite]

[NextEventCaseNumber]

[NextEventAttorney]

Case Merge Tags

Use the following merge tags with any associated Cases:

[CaseNumber]

[CaseStatus]

[CaseCodes]

[CaseDescription]

[CaseConditions]

[OffenseDate]

[OffenseDescription]

[OffenseNumber]

[FileDate]

[ArrestDate]

[JudgmentDate]

[ArrestTracking]

[ArrestingAgency]

[VictimName]

[OffenderName]

[WarrantStatus]

Attorney Merge Tags

Use the following merge tags when an Attorney is assigned to a Case:

[AttorneyName]

[AttorneyPhone]

[AttorneyEmail]

[AttorneyBarNumber]

Location Merge Tags

Use the following merge tags when you link a Location to an Event or Payment:

[Location]

[LocationName]

[LocationFullAddress]

[LocationAddress]

[LocationAddress2]

[LocationCity]

[LocationCounty]

[LocationState]

[LocationZip]

[LocationLink]

[LocationPhone]

[LocationEmail]

[LocationWebsite]

[LocationDescription]

[LocationLat]

[LocationLng]

[LocationPlaceId]

Payment Merge Tags

Use the following merge tags for any Payment messages:

[PaymentAmount]

[PaymentDueDate]

[PaymentIssueDate]

[PaymentNotes]

[PaymentDescription]

[PaymentStatus]

[PaymentType]

[PaymentReference]

[PaymentLink]

[PaymentCitation]

Transaction Merge Tags

Use the following merge tags for any Payment Transaction messages:

[TransactionDateTime]

[TransactionReference]

[TransactionAmount]

[TransactionStatus]

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