Default Values for Custom Values in Emails

Problem Statement

Personalized emails use custom values that depend on contact data such as first names, company names, or appointment details. When this information is missing from a contact record, emails can display blank spaces or incomplete messaging, particularly in subject lines and email body content.

What We Did

We introduced support for default values for custom values directly within the email editor. Users can now configure a fallback value for each custom value instance used in emails, subject lines, and preview text.

For example:

Hi {{contact.first_name}}

Default value: there

This ensures emails continue to display naturally even when the contact field is empty.

Default values can be added, edited, or removed directly from the custom value edit modal within the editor.

Impact

• Prevents blank spaces and broken personalization in emails.

• Keeps subject lines, preview text, and email content polished and professional.

• Improves email readability and engagement even when CRM data is incomplete.

• Gives users more flexibility by allowing different default values for the same custom value in different contexts.

Note

This feature is supported across workflow emails, campaign emails, bulk actions, and email templates. Default values are configured per custom value usage and do not overwrite existing contact data.

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