Communications
      Back to home
      1. Pabau Knowledge Base
      2. Marketing & Communication
      3. Communications

      How Merge Tags Work in Pabau

      In this article we’ll explain what merge tags are, how they work, and how to use them to personalise communication with your clients in Pabau.

      Merge tags are placeholders that automatically pull specific information from a client’s record - such as their name, appointment date, or practitioner - and insert it into your message.

      Instead of sending a generic message to everyone, merge tags let you personalise SMS content for each client automatically.

      You can use merge tags when sending:

      • SMS messages

      • Emails

      • Letters

      • Automated reminders

      • Broadcasts and marketing campaigns

      How to Use Merge Tags

      When composing a message (SMS, email, or letter), you can insert merge tags by clicking the “Add Fields” button or by typing the tag directly using square brackets, for example:
      [APPOINTMENTFIRSTNAME], [APPOINTMENTLASTNAME] or [COMPANYLOGO_IMG].

      Pabau will replace these tags with the correct information pulled from the client’s record, appointment, or other relevant fields.

      NOTE: Merge tags pull information directly from the client’s record, so make sure all relevant fields (like phone number, appointment details, etc.) are accurate and up to date to avoid sending incomplete or incorrect messages. 


      Examples of Merge Tags in Action

      Here are some real-world examples of how merge tags work across SMS and emails:

      Example 1: SMS reminder

      SMS Template:
      Hi [FIRSTNAME], this is a friendly reminder that we have scheduled an appointment for [APPOINTMENTDATE] at [APPOINTMENTTIME]. You can find us at [COMPANYADDRESS]. See you soon! 


      SMS Sent:

      How Merge Tags Work in SMS_1

      NOTE: Even if your SMS template is under 160 characters, once merge tags are populated with real client data (like names, services, or clinic details), the final message might exceed the limit. This means two or more SMS credits may be used instead of one. Always check how long your messages could become once personalised!


      Example 2: Email confirmation

      Email Template:

      Hello [APPOINTMENTFIRSTNAME],  

      Thank you for booking with [COMPANYNAME].

      To help us provide the best possible service it would be helpful if you could please fill out the attached form above which should take no more than a few minutes to complete. 

      This will enable us to be aware of any previous treatments you have undertaken, medical history, allergies, and any overall health care issues.

      Please be assured your data will be held in accordance with UK Medical Law.

      We look forward to seeing you!

      [COMPANYNAME]

      [COMPANYSITE]

      Email sent:

      How Merge Tags Work in Pabau_2


      Commonly Used Merge Tags

      Merge Tag What It Inserts
      [CLIENTFIRSTNAME] Client's first name
      [CLIENTLASTNAME] Client's last name
      [CLIENTDOB] Client's date of birth
      [APPOINTMENTDATE] Date of the appointment
      [ASTARTTIME] Appointment start time 
      [AENDTIME] Appointment end time
      [ATYPE] Type of service booked / Appointment type
      [STAFFIRSTNAME] Staff first name
      [COMPANYNAME] Name of your business/clinic
      [COMPANYSTREET] Clinic/business address / name of street
      [COMPANYLOGO_IMG] Business logo (for email/letter templates)

      NOTE: Merge tags must be written exactly — including square brackets and correct spelling (e.g., [CLIENTFIRSTNAME], not First Name or {FirstName}. Typos or incorrectly formatted tags will not work.

      Merge tags are a simple yet powerful way to personalize your communication and enhance the client experience. Whether you're sending a quick SMS reminder, a detailed email, or a formal letter, using merge tags ensures each message is tailored and accurate - without the extra manual work.

      For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.

      Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy. It offers in-depth video tutorials and lessons, offering a holistic learning experience that can equip you with the essential skills for achieving success with Pabau.