Conditional message variables reference

Variables are placeholders in Conditional message templates that get replaced with real data when the message is sent. Using variables makes your automated messages personal and informative without requiring manual editing for each customer.

How to use variables

In the Conditional message editor, type {{ to see a list of available variables. Select one or type the full variable name. When the message is sent, each variable is replaced with the actual value for that booking.

Example message:

Hi {{customer_name}}, your inspection at {{property_address}} is confirmed for {{inspection_date}} at {{inspection_time}}. Your inspector will be {{inspector_name}}.

When sent, that becomes:

Hi Sarah, your inspection at 123 Main St is confirmed for Tuesday, June 24 at 9:00am. Your inspector will be John Smith.

Booking variables

• {{inspection_date}} — the scheduled date of the inspection (formatted per your organization's date format preference)

• {{inspection_time}} — the scheduled start time

• {{inspection_date_time}} — date and time combined

• {{property_address}} — the full address of the property being inspected

• {{booking_status}} — the current status of the booking (Confirmed, Canceled, etc.)

• {{inspector_name}} — the full name of the assigned inspector

• {{services_list}} — a bulleted list of services on the booking

Contact variables

• {{customer_name}} — the primary contact's full name

• {{customer_first_name}} — first name only (friendlier for SMS)

• {{customer_email}} — the primary contact's email address

• {{customer_phone}} — the primary contact's phone number

Organization variables

• {{company_name}} — your organization's business name

• {{company_phone}} — your organization's main phone number

• {{company_email}} — your organization's main email address

• {{company_website}} — your organization's website URL

Link variables

• {{report_link}} — a direct link to the published report (only available when the report has been published — do not use this in a trigger that fires before the report is ready)

• {{invoice_link}} — a direct link to the customer's invoice

• {{portal_link}} — a link to the customer's portal where they can see all their reports and documents

• {{payment_link}} — a direct link to the invoice payment page

• {{agreement_link}} — a link to any unsigned agreements on the booking

What happens when a variable has no value

If a variable refers to something that does not exist on a booking — for example, {{inspector_name}} when no inspector has been assigned — the variable is replaced with a blank space. Proof your Conditional messages and consider whether a variable might be empty when the trigger fires.

Example: If your booking confirmation message includes {{inspector_name}} but inspectors are not assigned until after confirmation, the message will show "Your inspector will be " with nothing after it. Consider removing the inspector variable from the confirmation message and adding it to a later message sent after assignment.

Variables in SMS vs. email

All variables work the same in both SMS and email. In SMS, prefer {{customer_first_name}} over {{customer_name}} for a more conversational tone that fits the channel.