👉 Start Your 14-Day Trial 👈

Personalizing Text Messages in Salesmsg

Personalizing your text messages helps you connect with your contacts in a more meaningful way. With Salesmsg, you can easily add Merge Fields to include details like a contact’s name or custom data.

Adding Personalization

To personalize your message:

Go to your Text box
Click the ellipsis (⋯) button to "Show actions".
Select from the list of available Merge Fields to insert it into your message.

You can also use integration Merge Fields (for example, data pulled from your CRM).

These fields only appear if the contact is connected to your integration and the merge field property has a value.

Fallbacks

Fallbacks help ensure your messages still make sense, even if some contact data is missing.

Why it's important

If your message says:

…but the contact doesn’t have a first name saved - then the recipient's message would look like this: “Hi ” (which isn’t ideal).

To fix this, you can add a fallback:

If the contact has a first name → “Hi Chris”
If the contact doesn’t → “Hi there”

Fallbacks can be used in...

Triggers
Canned Messages
Business Hours autoresponder
Workflows
AI Agents
Broadcasts
Campaigns

How to Add a Fallback

To add a Fallback in a Broadcast:

Go to your Text box
Click the 👤 button for Merge Fields
Select from the list of available Merge Fields
Then hover over the recently added Merge field, and type in the Fallback you'd like to display (should the Merge Field not have the contact data needed)
Finish creating your message

Frequently Asked Questions

How do I know if I used a merge field by itself, or if I included a Fallback?

You'll be able to tell, as a Fallback adds an arrow symbol ↩️ in front of the merge field.

Merge field alone:

Merge field with Fallback:

To view or change the Fallback, simply hover over the merge field:

Some automated messages didn’t include merge field data. Why?

This usually means the targeted property didn’t have a value. To prevent this, always use a fallback - it ensures your messages send smoothly even if some data is missing.

Troubleshooting steps

If your merge fields or fallbacks aren’t working as expected, try the following:

Check the contact record: Make sure the merge field property (like first_name) actually has a value in your contact or integration data.
Verify merge field syntax: Confirm that your merge field follows the correct format — { variable_name | 'fallback text' } — with no extra spaces or missing characters. Don't type it directly, use the Salesmsg buttons to add them in automatically
Test with a sample message: Send a one-off test message to yourself or a teammate using the same merge field to see how it displays before sending to your audience.