PLATFORM WORKFLOW
Task Description: Understanding Custom Values
Objective: This guide explains how Custom Values work in GPS and how they can help personalize SMS, emails, and templates. Whether you're new to the platform or already familiar with it, this workflow will ensure you understand how to effectively use Custom Values.
Organization: Under Admin or System User
System Permission Level: System Admin or System User
What Are Custom Values?
Custom Values act like reference variables that automatically insert relevant data into messages or templates. Instead of manually entering details like a contact’s first name or an appointment date, you can use a Custom Value placeholder, and the system will replace it with the correct information when the message is sent.
Custom Values can pull data from five main categories:
1. Contact
A Custom Value from the Contact category pulls information directly from the contact’s record. This includes fields from the three different sections in a contact profile:
- Primary Tab – Contains essential details such as First Name, Last Name, Email, and Phone Number.
- Business Tab – Stores business-related information like Business Name, Work Address and Website.
- Custom Tab – Includes any Custom Fields you or your organization have created.
? Example:
If you include the First Name Custom Value in a message:
"Hello {{contact.first_name}}, we’re excited to see you soon!"
When sent to John, the system will replace the placeholder with his actual first name:
"Hello John, we’re excited to see you soon!"
2. User
A Custom Value from the User category pulls information about the user who is sending the message. This is helpful when multiple team members send messages and need them to reflect their own details.
? Example:
If you include the User Name Custom Value in an email signature:
"Best regards, {{user.first_name}} "
When sent by Emily, the system will insert her name:
"Best regards, Emily"
3. Appointment
A Custom Value from the Appointment category pulls details from a scheduled appointment linked to the contact. This ensures that appointment-related messages are accurate and automated.
? Example:
If you include the Appointment Date Custom Value in a confirmation message:
"Hi {{user.first_name}}, your appointment is scheduled for {{appointment.start_time}}."
If John has an appointment on March 5th at 10 AM, the system will update the message accordingly:
"Hi John, your appointment is scheduled for March 5th at 10 AM."
4. Organization
A Custom Value from the Organization category pulls details from your organization’s record. This is useful for including company-wide information such as the business name, support email, or phone number.
? Example:
If you include the Organization Name Custom Value in a message:
"Thank you for choosing {{organization.business_name}}!"
For a company named ABC Solutions, the message would be:
"Thank you for choosing ABC Solutions!"
5. Custom Values
Custom Values from the Custom Values category allow users to create and store frequently used information that doesn’t fit into the other four categories. This is especially useful for details that you frequently send to multiple contacts.
? Example:
Imagine your office is difficult to locate, and you want to provide detailed directions to every new client without typing them each time. You can create a Custom Value for "Office Directions" in the system settings.
- Custom Value Name: Office Directions
- Stored Value: "We are located in Building B, second floor, next to the coffee shop. Parking is available in Lot C."
When used in a message:
"Hi {{contact.first_name}}, here are the directions to our office: {{custom_values.office_directions}}"
For John, the system will replace the placeholder with the stored value:
"Hi John, here are the directions to our office: We are located in Building B, second floor, next to the coffee shop. Parking is available in Lot C."
This feature allows you to store and reuse any kind of information that might not be available in the standard system fields.
Where Can You Use Custom Values?
Custom Values can be used anywhere in the system where you can draft a message or create a template, including:
- Contacts
- Communication Panel
- Sequences
- Messaging Templates
- HTML Email Builder
How Custom Values Work in Practice
- Select the Custom Value – While composing a message, click the Custom Values dropdown.
- Choose the Relevant Category – Pick from Contact, User, Appointment, Organization, or Custom Values.
- Insert the Custom Value Placeholder – The system will display a placeholder like {{contact.first_name}}.
- Send the Message or Use the Template – When the message is sent, the placeholder will be replaced with real data.
Why Use Custom Values?
- Saves Time – No need to manually enter repetitive details.
- Ensures Accuracy – Prevents typos and guarantees consistency.
- Enhances Personalization – Makes messages feel tailored to each recipient.