Add Personaliation Tokens to an Email

Overview

Personalisation tokens (you'll see them called Merge tags in the editor) are placeholders that pull information from your data fields and slot it into your email at send time. So instead of writing "Hi there," you can write "Hi %%FirstName%%," and every recipient sees their own name when the message lands.

This is where your Fields and Templates work together. The data fields you've set up at the Application level become available as tokens you can drop straight into the editor — making each message feel like it was written for that one person, even when you're sending it to thousands.

You can use tokens just about anywhere in an email: the body content, button labels, links, and the subject line.

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Add a personalisation token

Add a personalisation token to the body of an email

Open the Application and email template you want to edit.
On the Design Cavas click into the editor at the spot where you want the personalisation to appear.
In the Editor Toolbar in the upper section of the design canvas click Merge tags.
From the dropdown, choose the token you want from either the Fields, Forms or Links group.
The token will be inserted at your cursor. It'll appear as something like %%FirstName%% in the editor and render as the actual value when the email is sent.

That's it — your token is in place. Repeat the same steps for as many places as you want to personalise.
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Can't find the token you're looking for?
The Fields available in the dropdown depend on what's been set up in the Fields section of your Application — if a token you expected isn't there, head to Fields first to check it's defined and mapped correctly. For digital forms, only those that have been published and enabled will appear in the list, so if a form is missing, check its status first.

Personalise the subject line

Personalisation isn't just for the body. A subject line that uses the recipient's name or account details tends to get noticed in a crowded inbox, so it's worth taking the extra moment to add one.

With your email template open, click the Settings tab to view your current sender settings
In the From details section, click into the Subject field.
Place your cursor where you want the token to appear, then either pick it from the Insert field picker or type the token syntax directly — for example, %%FirstName%%.

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What's in the Merge tags menu

The dropdown groups your tokens into two categories so they're easy to find:

Token type	What you'll find	When to use it
Fields	Data fields from your Application — things like First Name, Last Name, Email, Company Name, and any custom fields you've set up.	Anywhere you want to show personal or account-level information — greetings, body copy, sign-offs, or referencing specific account details.
Links	System-generated links, including: View this template online — a browser-friendly version of the email. Unsubscribe — the recipient's opt-out link. Link to attachment — a direct link to a file attached to the send. Digital forms — direct links to any digital form you've published and enabled, so recipients can open and complete it straight from the email.	When you need to give recipients a way to view the message in their browser, opt out of future communications, download a related document, or jump into a digital form to capture information from them.

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Test before you send

Tokens are only as good as the data behind them, so a quick test send is the easiest way to catch issues before they reach your audience. Send the email to yourself or a small internal group and check that every token resolves to the right value, nothing renders as blank, and the raw %%TokenName%% syntax isn't showing up anywhere it shouldn't.

It's also worth previewing on both desktop and mobile — subject lines in particular can get truncated on smaller screens, so a long personalised subject might not land the way you'd expect.

Once everything looks right, you're good to go. Your email is now personalised to each recipient, with no extra templates to manage.

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