Custom merge tags allow you to create personalized, information-rich email reminders that automatically populate with customer-specific data from your accounting system.
This guide shows you how to use these powerful tools to improve payment collection rates.
In the video above you'll learn
Available merge tags for invoice and customer data.
How to insert merge tags into email templates.
Adding dynamic account balance information.
Including upcoming penalty warnings in reminders.
Step 1: Create Your Email Reminder Policy
Navigate to your group (typically "Default Group").
Click Add New Automation Policy.
Select Email from the policy types.
Name your reminder (e.g., "Due Date Reminder").
Choose when to send:
Before due date (e.g., 3 days before)
On due date
After due date (e.g., 4 days overdue)
Step 2: Access Email Template Editor
Select an existing template or create new.
Click the template name to open the editor.
You'll see a preview pane showing how merge tags render.
Step 3: Understanding Basic Merge Tags
Common merge tags include:
{{contact_name}}- Customer's name{{invoice_number}}- Invoice reference{{due_date}}- Payment due date{{invoice_amount}}- Total invoice amount{{invoice_link}}- Direct link to invoice
Important: Keep merge tags in their exact format with double curly braces.
Step 4: Using Advanced Account Merge Tags
Add comprehensive account information:
{{outstanding_balance}}- Total unpaid balance across all invoices{{overdue_balance}}- Amount currently overdue{{invoice_count}}- Total number of unpaid invoices{{overdue_invoice_count}}- Number of overdue invoices{{customer_statement_link}}- Link to full account statement
Step 5: Adding Dynamic Content
Including Upcoming Penalties
Check "Include upcoming penalties" in template settings.
Specify warning period (e.g., "5 days").
Add the merge tag
{{upcoming_penalties}}where you want the warning to appear.The system automatically calculates and displays the penalty amount.
Example warning text:
{{upcoming_penalties}}This will render as: "If not paid within 5 days, a late penalty of $XX.XX will be charged."
Conditional Merge Tags
Use these for context-aware messaging:
{{days_until_due}}- Shows countdown to due date{{days_overdue}}- Shows how many days past due{{discount_amount}}- If early payment discount applies
Step 6: Professional Formatting Tips
Subject Line: Use merge tags for attention-grabbing subjects:
"{{contact_name}}, Invoice {{invoice_number}} due {{due_date}}"
"Action Required: {{overdue_balance}} overdue"
Body Content: Structure information clearly:
Hi {{contact_name}}, This is a reminder that invoice {{invoice_number}} for {{invoice_amount}} is due on {{due_date}}. Your current account balance is {{outstanding_balance}}.Urgency Indicators: For overdue reminders:
This invoice is now {{days_overdue}} days overdue. Total overdue amount: {{overdue_balance}}
Step 7: Configure Delivery Settings
Set Action Time: Choose business hours (e.g., 9:00 AM).
Enable Weekdays Only: Avoid weekend sends.
Add Attachments:
Invoice PDF
Terms and conditions
Payment instructions
Step 8: Test Your Templates
Click Send Test Email in the template editor.
Review the test email for:
Correct merge tag replacement
Proper formatting
All attachments included
Check how different scenarios render (overdue vs. current).
Best Practices
Test templates with various customer scenarios before activating.
Use merge tags in subject lines for higher open rates.
Include account summary information to provide full context.
Add upcoming penalties to create urgency without being aggressive.
Set appropriate delivery times for your customer base.
Need Help?
If you need assistance setting up custom merge tags or creating effective reminder templates, please contact our support team at [email protected].