Tip of the Week #90: Using Default Text for Custom Values in Workflow Emails

In this week's tip, we’re covering a helpful new feature for workflow emails that allows you to set fallback text for custom values when information is missing.

This helps keep your emails looking clean and professional, even if certain contact details haven’t been filled out yet.

How It Works

Inside any email action within a workflow, custom values will now appear greyed out.

When you hover over or click on a custom value, you can now define default text that will appear if that field is empty.

For example:

• If the contact’s first name is missing
• Instead of leaving a blank space in the email
• You can add fallback text like:
  • “friend”
  • “there”
  • “mate”
  • or anything else you’d like

So instead of an email saying:

Congratulations !

It could say:

Congratulations friend!

Example Use Cases

Contact First Name

If the Contact First Name  field is blank, you can insert a fallback value so your greeting still reads naturally.

Assigned User First Name

Another great use case is the Assigned User First Name  custom value.

Sometimes a contact may not yet be assigned to a team member. Instead of leaving that field blank, you can add:

• Your name
• A salesperson’s name
• A customer success manager’s name
• Or a general team name

This ensures the email still feels complete and personalized.

Important to Know

• The fallback text only applies to that specific email instance
• It will not change the custom value globally across your account
• If no fallback text is added, the system will leave the field blank by default

Why This Matters

Using fallback text helps:

• Improve email readability
• Prevent awkward blank spaces
• Maintain a polished, professional appearance
• Create a better experience for your leads and customers

This is a simple but powerful improvement that can make your workflow emails feel much more personalized and reliable.