How do I use message variables in the message editor?

Last updated: November 5, 2026

Use message variables to personalize a message with contact or organization data without typing each value manually.

Before you start

  • Open the conversation where you want to send a message.

  • Confirm the contact has the data required for the variables you plan to use.

Steps

  1. Open the Omnichannel Inbox.

  2. Open the conversation where you want to send the message.

  3. Click into the message editor.

  4. Open the variables menu or type the variable trigger if available.

  5. Select the variable you want to insert.

  6. Review the message and confirm the variable populated correctly.

  7. Edit the message if needed.

  8. Select Send.

Tips

  • Always review variables before sending.

  • Use variables in templates for faster personalization.

  • Keep fallback wording ready if a contact field is missing.

Troubleshooting

  • If a variable is blank, confirm the contact has that field populated.

  • If the wrong value appears, review the contact record before sending.

  • If variables are unavailable, check permissions or editor support for the selected channel.