Overview
You can now use customer custom fields as personalization variables in your campaigns across supported channels.
This allows you to personalize campaign content using customer-specific information such as loyalty points, membership tier, preferred store, account details, or other custom attributes stored in your account.
To ensure campaigns continue to send successfully, every custom field variable requires a default value, which is used whenever a customer's value is unavailable.
Supported Custom Fields
You can personalize campaigns using supported customer-level custom fields, including examples such as:
Loyalty Points
Membership Tier
Preferred Store
Account Information
CRM-enriched customer attributes
The available fields depend on the custom fields configured in your account.
How It Works
While creating a campaign, insert a supported customer custom field as a variable.
Configure a default value for the custom field. This is required.
During message delivery:
If the customer has a value for the custom field, that value is used.
If the value is unavailable, empty, or the field has been deactivated, the configured default value is used instead.
Default Values
A default value is required for every custom field used in a campaign.
The default value is automatically used when:
The customer does not have a value for the custom field.
The custom field has been deleted or deactivated after it was added to the campaign or template.
Using meaningful default values helps ensure messages remain readable and campaigns continue to send successfully.
Supported Channels
Customer custom fields can be used across supported messaging channels.
Note: Channel-specific behavior may vary for test sends.
Limitations
The following limitations apply:
Custom fields cannot be used inside CTA buttons.
Multi-line text custom fields are not supported.
Multi-select dropdown custom fields are not supported.
If the final message exceeds the character or template limits of a channel after replacing variables, delivery will fail for that customer.
Test Send Behavior
Test messages behave differently across channels:
WhatsApp: Test sends use the configured default value.
Email and other supported channels: The variable placeholder is displayed instead of an actual customer value.
Notes
Campaigns continue to send even if a custom field used in the campaign is later deleted or deactivated, provided a default value has been configured.
Ensure that default values are meaningful and appropriate for all customers.
Consider the maximum length of custom field values when designing message templates to avoid exceeding channel limits.
Frequently Asked Questions
What are custom fields in campaigns?
Custom fields allow you to personalize campaign messages using customer-specific information stored in your account, such as loyalty points, membership tier, preferred store, or other custom attributes.
Do I need to configure a default value?
Yes. A default value is mandatory for every custom field used in a campaign. It is used whenever a customer does not have a value for that field.
What happens if a customer doesn't have a value for the custom field?
The configured default value is automatically inserted into the message.
What happens if a custom field is deleted or deactivated after I've used it in a campaign?
Campaigns will continue to send successfully using the configured default value for that field.
Can I use custom fields in CTA buttons?
No. Custom fields are not supported inside CTA buttons.
Which custom field types are not supported?
Multi-line text fields and multi-select dropdown custom fields are currently not supported.
Why does my WhatsApp test message show the default value instead of actual customer data?
WhatsApp test sends always use the configured default value because they are not associated with an individual customer's data.
Why do Email test sends show the variable instead of the customer value?
For Email and other supported channels, test sends display the variable placeholder instead of replacing it with customer data.
Can a campaign fail because of a custom field?
Yes. If replacing a custom field with a customer's actual value causes the final message to exceed the channel's character or template limits, delivery for that customer may fail.
What are some best practices when using custom fields?
Always configure meaningful default values, keep message length within channel limits, and use only supported custom field types to ensure successful message delivery.
For further assistance or to raise feature requests related to Custom Fields in Campaigns please contact [email protected]