Merge fields: what each one fills in
Every merge field ACR fills, where its value comes from, where you can use it, and what happens to custom data.
Last reviewed November 7, 2026
The fields
ACR has 14 merge fields, and these are the only names it fills. Write them as {{ first_name }} or {{first_name}}, or pick one from the merge field button above the editor.
| Field | What it fills in |
|---|---|
{{ first_name }}, {{ last_name }} | The shopper's name |
{{ brand_name }} | The name on the campaign's brand profile, or the store name if it has none |
{{ agent_name }} | The agent's name for the shopper's language |
{{ total_price }} | The checkout total as a plain number, such as 84.00 |
{{ currency }} | The checkout's currency. Custom API checkouts use the store's currency. |
{{ line_items }} | Item names, up to four and then a count of the rest: Linen Sheet, 2 x Pillow Case and 3 more |
{{ item_count }} | The number of lines in the cart. Two of the same item on one line count as one. |
{{ discount_code }} | The first code on the Offer step set to Offer when price comes up, or the first code if none is. Empty when the campaign offers no discount. |
{{ discount_codes }} | Codes already applied at checkout, separated by commas |
{{ cart_link }} | The link from General settings: the shopper's own or the static one, with your parameters, shortened if that switch is on |
{{ shipping_address }} | context.shipping_city or context.shipping_address from a Custom API event. Shopify checkouts leave it empty. |
{{ shipping_price }} | Shipping cost: from Shopify, or from context.shipping_price on a Custom API event |
{{ support_email }} | The support email on the brand profile |
Where they work
- Messages you write yourself. With Write this message myself on for an Outreach sequence step, ACR puts each value into the subject and message as written.
- Calls. The Greeting, the Voicemail message, the Campaign brief and the Instructions sections all go into the agent's script, and the values are filled in when each call starts.
- Texts and emails the agent writes. The agent reads the brief alongside the shopper's values and writes its own wording, so a merge field in the brief guides the message and is not pasted in word for word.
The Personality field has no merge field button. The Email signature editor has one, and ACR fills those fields in each email the agent sends.
Run a test fills in sample values: the first name you give, one Sample item, a total of 84.00 USD and an example.com link.
When a value is missing
A field with no value comes through empty, and the placeholder does not reach the shopper. In a message you wrote, Hi {{ first_name }}, reads Hi,. Leads you add by hand or by CSV have no checkout, so the cart fields are empty for them. See merge fields on manual leads and a merge field came through empty.
Custom data
You cannot add your own merge fields. If you send context.tier on a Custom API event, {{ tier }} comes through empty in texts and emails. On calls ACR has no value to give for it either, so use only the names in the table above.
Custom data does two things today. ACR reads the shipping and price values named above from context, and start conditions can test anything in context, as in context.tier = 'gold'. The agent does not see the rest of context, so put facts it should know in the brief or the brand profile.