How to use variables in a message
In Collect, you can personalize automated and manual messages using variables. Variables act as placeholders that dynamically pull in contact details, user information, due dates, document lists, and more—saving time and improving communication accuracy.
You can use variables in both email and SMS messages, whether you're creating automated workflows or sending one-off updates.
You can insert variables in messages sent through:
Automated messages set during the Follow-up stage of campaign creation
Manual messages, sent from:
- The Requests list
- A specific request page (via the Actions button → Send a message)
Variables can be added to:
Subject lines
Message content
Go to the message editor (automated or manual message)
In the Subject or Content field, click Add a variable (bottom right corner)
A popup will appear with a dropdown menu of available variables
You’ll find variables grouped under:
Contact – e.g., full name, email, company
User – e.g., sender’s name or role
Due date – format customizable
Custom data – linked to your requets
CRM / Integration fields – pulled from connected platforms
For many variables, especially custom and CRM-related fields, you'll have the option to set a fallback value.
This fallback acts as a default when no data exists for that specific variable.
Enter the fallback in the text field before clicking Add this variable.
Example:
If you're using {company_name} and a contact doesn’t have a company listed, a fallback like "your organization" will be used instead.
When inserting a Due date variable, you’ll be able to choose the format (e.g., May 9, 2025 or 09/05/25) before adding it to your message.
This helps you maintain consistency across communications.
In the message content field, you can insert the List of docs variable to display a list of required or submitted documents. This is especially useful for reminders and follow-ups.
You can control what types of documents appear in the list by selecting one of the following:
All docs – shows both submitted and pending documents
Missing docs – shows only required documents that haven’t been submitted
Approved docs – shows documents that have been reviewed and accepted
Rejected docs – shows documents that were reviewed and rejected
Variables make your messages more relevant and automated—without the need for manual personalization. Use them in both automated and manual messages to dynamically populate fields like contact name, due date, and document lists. Fallbacks and formatting options help ensure your message remains clear even when some data is missing.
You can use variables in both email and SMS messages, whether you're creating automated workflows or sending one-off updates.
When and where you can use variables
You can insert variables in messages sent through:
Automated messages set during the Follow-up stage of campaign creation
Manual messages, sent from:
- The Requests list
- A specific request page (via the Actions button → Send a message)
Variables can be added to:
Subject lines
Message content
How to add a variable to a message
Step-by-step:
Go to the message editor (automated or manual message)
In the Subject or Content field, click Add a variable (bottom right corner)
A popup will appear with a dropdown menu of available variables
You’ll find variables grouped under:
Contact – e.g., full name, email, company
User – e.g., sender’s name or role
Due date – format customizable
Custom data – linked to your requets
CRM / Integration fields – pulled from connected platforms
Using fallbacks for missing data
For many variables, especially custom and CRM-related fields, you'll have the option to set a fallback value.
This fallback acts as a default when no data exists for that specific variable.
Enter the fallback in the text field before clicking Add this variable.
Example:
If you're using {company_name} and a contact doesn’t have a company listed, a fallback like "your organization" will be used instead.
Formatting due dates
When inserting a Due date variable, you’ll be able to choose the format (e.g., May 9, 2025 or 09/05/25) before adding it to your message.
This helps you maintain consistency across communications.
Special variable: List of documents
In the message content field, you can insert the List of docs variable to display a list of required or submitted documents. This is especially useful for reminders and follow-ups.
Formatting options:
You can control what types of documents appear in the list by selecting one of the following:
All docs – shows both submitted and pending documents
Missing docs – shows only required documents that haven’t been submitted
Approved docs – shows documents that have been reviewed and accepted
Rejected docs – shows documents that were reviewed and rejected
Summary
Variables make your messages more relevant and automated—without the need for manual personalization. Use them in both automated and manual messages to dynamically populate fields like contact name, due date, and document lists. Fallbacks and formatting options help ensure your message remains clear even when some data is missing.
Updated on: 09/05/2025
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