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Templating basics

Templating is how one message becomes personal to every customer. You write the message once with merge tags in it — placeholders like the customer's name or the show time — and crowdEngage fills each one in from your ticketing system as it sends. One template, thousands of correct, personal messages.

The idea in one line

Anywhere you'd otherwise type a specific detail — a name, a date, a start time — drop a tag instead, and crowdEngage pulls the real value per customer, per performance.

Hi , your tickets for  on  at :

sends as:

Hi Jennifer, your tickets for The Greatest Show on Wednesday 12th September at 7:30pm: https://e.nga.ge/…  The three things you can do

Templating goes as far as you want to take it:

  1. Drop in details — name, show, date, time, running time, address. The everyday stuff. → Merge tag reference
  2. Do the maths on dates and times — turn "the show starts at 7:30" into "doors open at 7:00" or "you'll be out by 10:15," worked out from the start time. → Show dates and times
  3. Change the message by who's reading it — one door for the Upper Circle, another for everyone else; a VIP line only VIPs see. → Change a message with if/else and Conditional content in emails

Two rules worth knowing early

  • Tags read straight from your ticketing system. If a value looks wrong, the fix is usually in the ticketing data, not the tag.
  • Always test before you send live. Send yourself the message and check every tag resolved. A broken tag on a sold house is a bad look — a two-minute test isn't.

Not sure how to build something? Send us the message you're trying to write and we'll help with the code — support@encorepro.com.