Email and Letter Templates: Merge Tag Troubleshooting

This article explains how merge tags work across email templates, letter templates, and action item step communications in Vantaca, and provides a troubleshooting guide for when merge tags display as raw text instead of populated data. 

Vantaca supports two categories of merge tags: 

• Standard System merge tags 
• Custom Additional Info merge tags

Both are available in all template types when configured and data-populated correctly. 

Contents

• Merge Tag Types
• Troubleshooting: Merge Tags Showing as Raw Text
• Using Merge Tags in Different Template Types
  • Email Templates
  • Letter Templates
  • Action Item Step Communications
• How to View Available Merge Tags
• FAQs

Merge Tag Types

Vantaca supports two categories of merge tags:

Both types are available in email templates, letter templates, and action item step communications.

Troubleshooting: Merge Tags Showing as Raw Text

If merge tags appear as {Field Name} in a sent email or letter instead of the actual data, work through the following checks in order.

1. Verify the Data Exists

The most common cause of merge tags displaying as raw text is that the underlying data field is empty for the specific homeowner or association.

For Association-level Additional Info merge tags:

1. Navigate to Association > Additional Info.
2. Locate the field group and field name used in the merge tag.
3. Verify that data has been entered for the specific association.

For Homeowner-level Additional Info merge tags:

1. Navigate to Homeowners > Homeowner Profile > Additional Info.
2. For the specific homeowner account, verify that data has been entered in the relevant fields.

Note: A common mistake is testing merge tags against a Demo or Model association that has no data in Additional Info fields. The merge tags may be configured correctly, but there is no data to pull. Always test with an association or homeowner that has data entered in the relevant fields.

2. Verify the Merge Tag Name Matches Exactly

Merge tag names must match the field name exactly as configured in Additional Info, including spacing and capitalization.

1. Navigate to Settings > Letter Templates or Settings > Email Templates.
2. Open the template and review the merge tag syntax.
3. Compare the tag name against the actual field name in Association > Additional Info or Homeowners > Homeowner Profile > Additional Info.

3. Check the Scope of the Merge Tag

Merge tags pull data from specific scopes. Using a merge tag in the wrong context will result in it displaying as raw text.

Note: Homeowner-level Additional Info merge tags require the communication to be sent from an action item on a specific homeowner's account. If the template is used in a broadcast or in a context where there is no specific homeowner, homeowner-level merge tags do not populate.

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4. Check Preview vs. Send Behavior

If merge tags display correctly in preview but show as raw text in the sent communication, consider the following:

• The preview may be pulling data from a different association or homeowner than the actual send targets.
• Verify that the data exists for all recipients, not just the one used in preview.
• Confirm that the action item or broadcast is scoped to the correct context.

Using Merge Tags in Different Template Types

Email Templates

Email templates are configured at the action type step level. Each step within an action type can have its own unique email template with specific merge tags and reply methods. All standard system merge tags are available, and Custom Additional Info merge tags are available when the relevant data fields are populated. The merge tag list is accessible from within the template editor. For more informations, see the "Email Templates 101" article.

Letter Templates

Navigate to Settings > Letter Templates to create or edit letter templates. All standard and custom merge tags are available. Letters support the full set of merge tags available in the system. For more information, see the "Letter Template Manager" article.

Action Item Step Communications

When configuring email or letter communications on action item steps (Settings > Action Types/Steps), merge tags pull data from the homeowner account the action item is assigned to. Both standard and custom merge tags are available. The Reply To method setting on the step does not affect merge tag availability. For more information, see the "Action Type Rules" article.

How to View Available Merge Tags

1. Navigate to Settings > Letter Templates.
2. Open a template for editing.
3. Click the Merge tags insertion tool.
   The merge tag insertion tool displays all available merge tags. 

Tags not on the standard list that appear in your templates are Custom Additional Info merge tags created from your Additional Info field groups. For a complete list of standard merge tags, see the "Merge Tags" article.

FAQs

Q: My merge tags work in preview but show raw text when sent. Why?

A: The most common cause is that the data is populated for the association or homeowner used in the preview but not for all recipients. Verify that the Additional Info fields are populated for every recipient, not just the preview account.

Q: Do Custom Additional Info merge tags work in email templates?

A: Yes. Custom Additional Info merge tags work in both email templates and letter templates, as long as the underlying data fields are populated for the specific association or homeowner.

Q: I created a custom field in Additional Info but it does not appear as a merge tag. Why?

A: Confirm that the field was created under Association > Additional Info or Homeowners > Homeowner Profile > Additional Info, not in a different section. Also confirm you are looking in the correct scope (association-level vs. homeowner-level). Custom Additional Info fields are automatically available as merge tags after they are created in the correct location.

Q: Can I use homeowner-level merge tags in a broadcast email?

A: Homeowner-level merge tags are available in broadcast communications sent to individual homeowner accounts. Each homeowner receives their own data. The data must be populated for each homeowner in their Additional Info fields.

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