Choose what a message should say when a lead is missing a value. Useful fallbacks keep a sentence readable without inventing a person's name, company information, or qualification result.

What you’ll see

The Placeholders page, where you set backup values that fill in when a lead's details are missing.

Before you start

You need settings access and examples of the templates your team uses. This page changes shared substitution behavior, so review affected templates before editing. No number or sending domain is required to inspect fallback values.

Review and edit

  1. Open Settings → Templates → Placeholders. Review Remove unresolved placeholders before changing any individual fallback.
  2. Work through Lead Info, Company, Location, Scoring, and Sender / System. Set only appropriate backup wording. A neutral greeting is safer than inventing missing personal information.
  3. Leave a fallback blank when that placeholder should be removed, as the page explains. Then check the surrounding sentence: removing a token can leave stray punctuation or an incomplete phrase.
  4. Review Sequence AI model separately. It is saved with the fallback settings and affects sequence-related AI configuration; do not change it unintentionally while correcting a greeting.
  5. Use Save Changes, then reopen it to compare the stored fallbacks, unresolved-token choice, and model selection.

Check the result

Inspect a relevant template with complete information and with a missing field. Both versions should remain readable and truthful. Saving fallbacks does not rewrite every saved lead record or prove what a live recipient received. Final message review still matters before sending.

If something goes wrong

Troubleshooting

An empty result may be the deliberate blank-fallback behavior. Visible unresolved text may require reviewing the unresolved-placeholder setting or whether that token is supported in the particular feature. Awkward grammar usually needs a template edit as well as a fallback change. After a failed or unclear save, reload the stored settings before retrying so an older snapshot does not overwrite someone else's changes.

More guides

Communication, Playbooks.

Screenshots

The screenshot for this guide is shown above, under “What you’ll see”.