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# 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.

## 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:
1. **Go to the message editor** (automated or manual message)    
2. In the **Subject** or **Content** field, click **Add a variable** (bottom right corner)    
3. A popup will appear with a dropdown menu of available variables

![](https://storage.crisp.chat/users/helpdesk/website/-/b/7/9/2/b792c5fa3ea2e00/variable-message_1gmj64y.jpg)

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.