Custom Field dynamic variables allow you to insert contact-level Custom Field data into LINE and SMS messages in MAAC Customer Journey. For example, you can insert membership tier, points balance, preferred store, or contract expiration date. When the message is sent, the system generates personalized content based on each recipient's latest Custom Field value.
This feature currently supports LINE message and SMS message editors in Customer Journey. If the Custom Field option is not available in your account, contact the Crescendo Lab team to confirm whether the feature has been enabled.
Supported Scope
In the first phase, Custom Field dynamic variables are available for Customer Journey message content. They are not yet supported in all message editors.
| Editor / Feature | Supported | Description |
|---|---|---|
| Customer Journey LINE messages | Yes | Custom Fields can be inserted into supported text content fields. |
| Customer Journey SMS messages | Yes | Custom Fields can be inserted. The final character count and cost may vary depending on each recipient's data. |
| Broadcast, Auto-reply, Smart Redirect Tool, and other message editors | Not yet | Not supported in the first phase. |
Before You Start
Before inserting a Custom Field, please ensure that the field you want to use has been created and enabled in Admin Center.
- The Custom Field must be enabled. Archived fields will not appear in the message editor.
- You can search for a Custom Field by its display name or parameter key. The parameter key usually follows the format
cl_custom_.... - If the Custom Field has not been created yet, complete the setup in Admin Center first.
Recommended reading: Tutorial | MAAC x CAAC Cross-Product Custom Field Setup
Instructions
In a Customer Journey message node, open the dynamic content menu, select a Custom Field, and define the fallback behavior for cases where the field does not have a value.
Step 1. Open a Customer Journey Message Node
Go to Customer Journey, open an existing journey or create a new one, then add or edit a LINE / SMS message sending node.
Step 2. Open the Dynamic Content Menu and Search for a Custom Field
Open the dynamic content menu in the message editor and go to the Custom Field section. You can search by field name or parameter key. For example, search for "Membership Tier" or cl_custom_membership_tier.
Step 3. Insert a Custom Field and Set the Fallback Behavior
After you select a Custom Field, the system inserts the field into the message content. Each inserted Custom Field must have a rule for handling recipients who do not have a value. Select one of the following options:
- Enter a fallback value: If the recipient does not have a value for the field, the system uses the fallback text you entered.
- Allow an empty fallback value: If the recipient does not have a value for the field, that position is resolved as blank.
If you insert a Custom Field but do not set a fallback value or allow an empty fallback value, the editor will show an error and block saving, publishing, scheduling, and sending test messages.
Step 4. Preview or Send a Test Message
After completing the message content, preview the message or send a test message to confirm the resolved result. When a test message is sent, the system uses the Unified Contact data linked to the selected test recipient and applies the same resolution rules used for actual sending.
For example, you insert the "Membership Tier" Custom Field and set the fallback value to "Member." If the tester's linked Unified Contact currently has a membership tier value, the test message uses the actual value. If the tester does not have a value for that field, the test message uses the fallback value.
How the System Resolves Custom Fields
Preview, test sending, and actual sending use the same resolution logic.
| Scenario | System Behavior |
|---|---|
| The recipient has a value for the Custom Field | The system uses the recipient's actual field value. |
| The recipient does not have a value, and a fallback value is set | The system uses the fallback value. |
| The recipient does not have a value, and an empty fallback value is allowed | The field is resolved as blank. If the message still meets the general sending rules of the channel, the message will be sent. |
| The Custom Field has been archived | Fallback is not used. The message will not be sent to the affected recipient. |
The system treats null, an empty string, a whitespace-only string, or a field that does not exist in the contact data as no value. The number 0 is a valid value and will not be treated as no value.
What Happens When a Custom Field Is Archived
An archived field is no longer available. The system will not replace an archived field with the fallback value.
- When editing a new message: Archived Custom Fields will not appear in the selectable field list.
- For existing drafts or paused journeys: If a field used in the message is archived later, the editor will show an error. You must remove or replace the field before publishing or resuming the journey.
- For published journeys: If the field has been archived at send time, the affected message will not be sent. You can view the reason in the journey node report or failure report.
SMS Character Count and Cost Estimation
When you insert a Custom Field into an SMS message, the final character count depends on each recipient's field value. Therefore, the character count and cost shown in the editor are estimates only. Actual sending cost is based on the resolved message content at send time.
FAQ
Q: Why can't I see Custom Fields in the message editor?
A: Please ensure that the Custom Field has been created and enabled in Admin Center. If you still cannot see the Custom Field section, contact the Crescendo Lab team to confirm whether the feature has been enabled for your account.
Q: Will existing messages break if a Custom Field is renamed?
A: No. The editor displays the Custom Field name, but the system resolves the field by its fixed parameter key. Even if the field name is changed later, existing messages will still resolve the same field by its parameter key.
Q: Will the message fail if a recipient does not have a Custom Field value?
A: No. As long as you have set a fallback value or allowed an empty fallback value, the system will resolve the message according to your setting and send it. If a Custom Field is inserted without completed fallback settings, the editor will block the action before sending.
Q: Which data is used when sending a test message?
A: The system uses the Unified Contact data linked to the selected test recipient. At the moment the test message is sent, if the tester's Unified Contact has a value for the Custom Field, the message uses the actual value. If there is no value, the system follows your fallback value or empty fallback setting.
Q: Will fallback value be used if a Custom Field is archived?
A: No. Fallback is only used when the field is enabled but the recipient does not have a value. If a Custom Field is archived, the setting is no longer valid. You must return to the message editor and remove or replace the field.