If you have created a template in Core iQ, you are familiar with the concept of merge fields being used to dynamically add content to communications throughout the platform. What you might not be familiar with is how the [Account_Custom_Field] merge fields work. While the addition of these fields is as simple as any other merge field on a template, the context that these particular fields use is slightly different. There are a total of 5 different custom fields that any one [Account_Custom_Field] could reference, which can sometimes make things a bit confusing. While we are working on a more permanent solution to this issue, here are the things to know about Account Custom Fields.
What different fields can the Account Custom Field reference?
If you have included, for example, [Account_Custom_Field_1] in your template, that single merge field may reference one of the following depending on the account that the communication is sent on behalf of:
- Ancillary Custom Field 1
- Core Deposit Custom Field 1
- Loan Custom Field 1
- Safe Deposit Custom Field 1
- Time Deposit Custom Field 1
How do I know which account the communication will be sent on behalf of when the item comes from an automated schedule?
To ensure that your custom field will reference the correct account type, you will need to look at the following. If your communication is being created because of an automated Core iQ schedule, then you will want to check the account types that are used in the Audience definition. If a person can only qualify for this audience if they have one of a list of Core Deposit products, then [Account_Custom_Field_1] inside of our template will only ever reference Core Deposit Custom Field 1 when used inside that audience. So whatever product the customer has that qualifies them for your audience will be the reference point that is used to determine whether [Account_Custom_Field_1] is the Core Deposit Custom Field or the Loan Custom Field, for example.
What if the communication comes from a campaign or one-off instance?
If you send the communication using an Actionable Report or the 'Send a Communication' buttons (green letter icon) on the Customer Profile screen, then Core iQ will choose which of the 5 account types to use based on the account that is referenced in the report or the account that you chose to select on the profile. For example, if you chose to gather your list using the Loan Listing report, then [Account_Custom_Field_1] will reference Loan Custom Field 1, because you are using a Loan report. If you chose to click the green mail icon on the Customer Profile next to the customer's Safe Deposit account, then Core iQ will use Safe Deposit Custom Field 1. So again, Core iQ is looking for the account context for this communication in order to determine which of the 5 types of choose that [Account_Custom_Field_1] from.
What happens if I use a Customer Level report or the 'Send a Communication' button?
If you use a report found in anything other than the Account Level reports tab, or if you use the 'Send a Communication' button on the top of the Customer Profile, the merge field will render as blank. This is because it has no context for which of the 5 account types to use for that [Account_Custom_Field]. In order to test the specific, [Account_Custom_Field] or standard merge field(s) related to the account (i.e. account number last 4), you need to find the qualifying account on a customer/member profile, then select the ellipsis button to the right of the account on the profile page to "send a communication". This will allow the merge field to know which account details to reference and thus, merge in the appropriate data.
How do I test to make sure that my Account Custom Field will work correctly?
If you want to test whether your [Account_Custom_Field] is correctly placed in the communication, you can always do so by queueing a test communication for a customer directly from their profile. Simply find a custom who has the correct Custom Field mapped to their account, and queue a one-off marketing communication to them. Then preview that message and see whether the merge field was correctly populated with the information you are seeking. If so, then you are set to create a larger campaign to customers based on that account type as the context. If the merge field goes blank, then it is referencing an [Account_Custom_Field] that doesn't exist, either because you don't have it mapped, or because it is referencing the wrong account type (Loan instead of Core Deposit). If the merge field appears, then there is usually a typo that needs to be fixed.
For more information on sending account specific communication, please see this article: Can I send account specific communications?