How to Effectively Use and Troubleshoot Merge Tags in SMS and Email Templates
Merge tags are placeholders that allow you to personalize SMS and email templates by dynamically inserting specific information, such as a recipient's name or a payment update link. Below, we provide guidance on their usage, compatibility, and troubleshooting.
Overview of Merge Tags
Merge tags are enclosed in curly braces (e.g., {FIRST-NAME}) and must use all capital letters with hyphens connecting words. They are designed to enhance communication by personalizing messages for recipients. For example, {CREDIT-CARD-FORM-URL} generates a unique link for updating payment information.
Compatibility of Merge Tags
Merge tags are not universally compatible across all communication channels. Here are the key guidelines:
SMS and Push Messages: Merge tags listed for automation actions are generally available for SMS and push messages, which share the same set of tags.
Email Templates: Compatibility may vary, so always refer to the full list of available merge tags for email templates.
Specific Templates: For example, the {CREDIT-CARD-FORM-URL} merge tag works only in email and SMS templates set up for payment issues, such as the "Credit Card Declined SMS Text" template in membership settings. It will not function in custom or general SMS templates.
Commonly Used Merge Tags
{FIRST-NAME}: Inserts the recipient's first name for personalization.
{CREDIT-CARD-FORM-URL}: Provides a link for updating payment information, usable in specific payment-related templates like Credit Card and EFT declined SMS text messages.
Troubleshooting Merge Tag Issues
If you encounter issues with merge tags, follow these steps:
Verify the Format: Ensure the merge tag is correctly formatted with curly braces, capital letters, and hyphens (e.g., {FIRST-NAME}). Incorrect formats like [First Name] will not work.
Correct Errors in Scheduled Messages:
If the message is not yet queued, edit the automation step to update the merge tag.
If the message is already scheduled, cancel it and resend with the corrected merge tag.
Check Template-Specific Rules: Some merge tags are restricted to specific templates. For example, {CREDIT-CARD-FORM-URL} is limited to payment-related templates.
Best Practices for Using Merge Tags
Always test your templates to ensure merge tags populate correctly.
Use the appropriate merge tags for the intended communication channel and template.
Regularly review and update templates to align with system updates or changes in merge tag availability.
By following these guidelines, you can effectively use merge tags to personalize your communications and troubleshoot any issues that arise.