Skip to main content
All CollectionsPlanhat ModulesConversations Module
Using Merge Tags in Planhat Emails
Using Merge Tags in Planhat Emails

When you're creating email templates in Planhat you can use merge tags to help customize that email and save you time

Christian Dreyer avatar
Written by Christian Dreyer
Updated over 6 months ago

When sending an email from within Planhat you're able to use tags that allow you to have the information automatically entered into the email.

This is especially useful if you have steps in Workflows with email templates. For example, each time you send a welcome email to a new user, or you're doing your quarterly check-in.

It is also useful if you're sending messages to a large number of recipients and want to keep them personalized. This way you can simply select all of the users in a list and send it out knowing that the message appears with that user's personal information.

Another important use case is that any custom field on the company object is available as a merge tag, so if you have large amounts of technical information on each customer, you can create complex, detailed emails in seconds that are always accurate.

📌Important to note: Merge tags will always show in the default font style supported in Planhat, and this is non-editable. So to use merge tags, ensure you use the default in-app font.

What Planhat’s Merge Tags Are:

  • [[FNAME]]: End-user's first name.
    ​
    ​

  • [[LNAME]]: End-user's last name.
    ​
    ​

  • [[EMAIL]]: End-user's email address.
    ​
    ​

  • [[COMPANY]]: Company name.
    ​
    ​

  • [[COMPANY.PORTAL.URL]]: If the customer portal is enabled then this will display a link to the portal.
    ​
    ​

  • [[COMPANY.CUSTOM.FIELD]]: For any field you've created in the custom properties of the Company object.
    ​
    ​

  • [[RENEWALDATE]]: The account's renewal date.
    ​
    ​

  • [[ENDUSER.CUSTOM.FIELD]]: For any field you've created in the custom properties of the End Users object.
    ​
    ​

  • [[OWNER.CUSTOM.FIELD]]: For any field you've created in the custom properties of the owner.
    ​
    ​

  • [[OWNER.FNAME]]: Owner's first name.
    ​
    ​

  • [[OWNER.LNAME]]: Owner's last name.
    ​
    ​

  • [[OWNER.EMAIL]]: Owner's email.

By OWNER we mean the team member who owns the end user corresponding to each recipient, or the owner of the account in Planhat. The value between the double brackets is case insensitive, so for example [[email]] and [[Email]] are also acceptable and will work in your email template.

If you would like to check your merge tags before sending an email, you can do so by clicking on "Show Preview" (the eye symbol in the bottom right-hand corner) and it will show you the values it is replacing the tags with.

Below is an example of an email that is using merge tags:

📌Important to note: If one of the merge tags in the email doesn't have the data available to populate it then an empty string will appear e.g. [[FNAME]]. The email will also go to the "Waiting for Approval" folder on the Conversation object. There you will be able to resolve the issue by removing the merge tag or by adding data to the field that the merge tag is referencing.

Using Merge Tags in Hyperlinks

To make a URL field a link (like the link to your calendar) you can do the following:

  1. Type in your desired text.

  2. Select the text.

  3. Press CTRL + K (or CMD + K on Mac) or click on the link icon in the email dialogue footer.

  4. For the URL, paste the merge tag (in this case the [[OWNER.CUSTOM.CALENDLY]]).

Oh, and you can add a custom field to your user profile and have a link to your booking calendar in the email template! We used Calendly in the example above, but this can be any text string you enter in the custom field. 

Check out this article to find out how to create your own custom fields. 🤓

Email Editor vs How It Looks to the Recipient

How the email appears in the editor:

How the email looks for the recipient (email preview):

Did this answer your question?