How do I use custom merge fields in Email Templates?

This guide explains how to configure custom merge fields to be used in email templates. This works by retrieving the answer values from a form that is then merged into an email template.

Configuring an email template

1. Go to Administration > General > Templates
2. Select Email Template.
3. Add a new template or click to edit an existing template.
4. On the right-hand side, scroll to search for the item "Merge Custom" to see the available custom merge fields.
5. You can copy the code by clicking the copy and paste icon in the merge fields region.
6. Then paste this value into either the subject line or body.
7. Click on the "Add" button to save the template.

Configuring Form Items

Once the email templates are configured, the next step is to configure items on the form to map a form item to one of the custom merge fields. 

1. Go to Administration > Forms builder.
2. Create a new form or edit an existing form.
3. Create a new Item  with the type being Textfield and Keyboard type string.
4. Select the merge custom field as you have chosen in your email template. This is a pre-populated list.
5. Click on the "Add" button to save the item and repeat the process to add more items.

Note that – It is not possible to use a single custom merge field more than once in the same form. It cannot be duplicated in the same form.

Sending Email

After the above configurations are completed, when a service request is created an automated rule or manual email will utilize this information.

1. Submit a service request.
2. Edit the service request in the service tab.
3. Click send > Email
4. Choose the email template.
5. The custom merge fields will be placed in the subject and body based on the answer values obtained from the service request.