Original Question:

Dan Vader asked us:
“Hey Guys, I am having an issue with a trigger that I set up. It was working perfectly fine yesterday and every day prior, now today it’s not functioning properly. I have a Trigger that sends me an SMS with the info that my leads submit in a form. Now it’s only sending the standard form info (Name, address, phone number) but not sending ANY of the info from custom fields that I created. I’ve gone through the forums to make sure everything was made and formatted correctly. I tried deleting the trigger and recreating it from scratch, it still only sends the standard form info, not anything from custom fields. The info from custom fields shows up in Agent CRM, but it’s not being included in the SMS trigger. Please help. I have no idea what to do next.”

Answer:

This issue usually occurs when incorrect merge fields (Custom Values) are used in the SMS notification. Even though the custom fields data appears correctly in Agent CRM, it won’t populate in your SMS unless you use the correct merge tags.

Here’s the fix:
When setting up your SMS notification, make sure you use:

  • Custom Values > Contact > Custom Fields

❌ Do NOT use:

  • Custom Values > Form > Custom Fields

Step-by-Step Solution:

Step 1: Edit Your Trigger

  • Go to Automations → Triggers in Agent CRM.
  • Find and edit your existing trigger.

Step 2: Check Your SMS Action

  • Open the action step that sends you the SMS notification.

Step 3: Use Correct Custom Values

  • Remove incorrect custom values.
  • Click “Custom Values”, choose Contact, then Custom Fields.
  • Select the correct custom field you created.

Example:

  • Correct: {{contact.custom_fields.your_custom_field}}
  • Incorrect: {{form.custom_fields.your_custom_field}}

Step 4: Save & Test

  • Click Save on your trigger.
  • Test the form submission again to confirm custom field data now appears in your SMS.

Agent CRM custom fields

 

Why This Works:

  • Using Contact > Custom Fields ensures you pull data directly from your contact’s profile, which is updated when the form is submitted.
  • Using Form > Custom Fields may result in empty values if the data hasn’t been properly linked to the form submission event.

More Resources

To further refine your understanding and improve your Agent CRM experience, explore these related blog posts:

Watch and Learn

For more resources to help you thrive, check out our YouTube channel for great videos like this one:

From Lead to Lifelong Client: Branning Bundles 101


Phone and Text, Triggers

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