Dynamic variables {{ }}

Overview

Dynamic variables let you write one message that arrives personalised for every person. Instead of "Hello!", you write Hello {{ contact.first_name }}! and each contact receives their own name.

A variable is always written between double braces and resolved on the server, at send time — never in the browser. If the data does not exist, the variable becomes empty text and the rest of the message goes out normally.

Every variable uses the same vocabulary on every surface: what works in the reply composer works identically in an email, a campaign, a follow-up, a flow and a contract.

Prerequisites

• None. The basic variables (contact, account, inbox, agent) work from day one.
• A module's variables (charge, booking, contract, order…) only carry a value once that module is in use in the account. With no data they resolve to empty — they never break the message.

Step by step

1. Open any text field that accepts variables (composer, macro, canned response, campaign, follow-up, contract, booking reminder…).
2. Type {{ — the variable list appears automatically.
3. Or click the {x} Insert variable button when it is available in the field header.
4. Search by name (for example "amount" or "due") and click to insert.
5. Check the value before sending. Inside a conversation, every variable in the list shows what it will produce for that contact — the real name, the real charge amount, the real booking date. What you see there is exactly what the customer will receive.
6. Send a test before firing at your whole base.

Settings and options

The available groups

The picker only shows the groups that work on that screen. A campaign, for instance, has no conversation, so conversation variables are not offered there.

Formatted values

Every money and date value exists in two forms:

• Raw — the value as stored: {{ crm.value_amount }} → 1500.0
• Formatted — ready for the customer to read: {{ crm.value_formatted }} → $1,500.00

The same applies to dates: {{ payment.due_date }} → 2026-08-08 and {{ payment.due_date_formatted }} → 08/08/2026, always in your account's currency, language and timezone.

If a value has no formatted sibling, you can format it inline with a filter:

{{ payment.amount | money: 'USD' }}   →  $1,500.00
{{ booking.starts_at | datetime }}    →  08/08/2026 02:30 PM

Custom fields

The custom fields you created also become variables, in the form {{ contact.custom_attribute.key }}. This works for custom fields on contacts, conversations, organizations, deals, products, tasks, groups, charges, bookings, follow-ups and contracts.

Use cases

• Overdue charge: Hi {{ contact.first_name }}, your invoice of {{ payment.amount_formatted }} was due on {{ payment.due_date_formatted }}. Pay here: {{ payment.pay_url }}
• Booking reminder: Your appointment is on {{ booking.date_formatted }} at {{ booking.time_formatted }} with {{ booking.host }}. Need to reschedule? {{ booking.manage_url }}
• Contract: {{ contact.first_name }}, your contract "{{ contract.title }}" is ready: {{ contract.sign_url }}
• Group invite: Welcome! Join {{ group.name }}: {{ group.invite_url }}

Tips, limits and best practices

• Always send a test. It is the fastest way to see whether the variable brought the value you expected.
• Missing data becomes empty. Write the sentence so it still reads correctly without the value — avoid "Your order of has arrived".
• In campaigns, take extra care. If a variable used in the approved template does not resolve for a recipient, that recipient is skipped. Prefer variables you are certain exist.
• Tax ID: in messages the tax ID only ever appears masked ({{ contact.masked_tax_id }}). The full document is exclusive to contracts, which the person signs themselves.
• Do not invent variables. If it is not in the picker it does not exist, and it will render empty.
• Where the value does not show. Outside a conversation (macro, canned response, campaign, contract template) there is no contact yet, so the list shows only the variable name. That is the correct behaviour: the variable has no owner there yet.
• If your role hides a field, the value shows hidden too. An agent who sees a***@example.com on the contact record sees a***@example.com in the variable list — it is the sent message that carries the real value.

Troubleshooting

See also

• Account, agents and teams