Forum Discussion

nonam24's avatar
11 months ago

Customer name will not pull through to email templates

Can anyone identify why the customer name (shown below in sales settings email template) is pulling through as blank? There is no "customer full name" field in the contacts section which I suspect is the issue but I have no idea how to remedy it. This has occurred only since the upgrade and has been sitting with MYOB for a couple of weeks with no response. I've had to delete the customer name from the email template until I can resolve it. It is the same for quotes.

 

Invoice

Dear {{customer_full_name}}, 

 

We've attached invoice {{invoice_number}} for ${{invoice_amount_due}}.

Payment is due by {{invoice_due_date}}. 

 

Kind Regards,

{{your_business_name}}

{{your_business_email}}

{{your_business_phone}}

  • Hi nonam24,

     

    Thank you for your post and welcome to the Community Forum.  Your patience and understanding are very much appreciated.  

     

    Your patience and understanding are very much appreciated.  Regarding your concern, the Email variable of {{customer_first_name}} will look at the customer's first name. In the case of the Company Designated cards, they will not contain a first name only a Company name, therefore, that field has nothing to pull from the card and thus will be blank on the invoice email.  

     

    The alternative to this would be to update the email variable to {{customer_business_name}} which would use the Company name field for the companies and the full name of Individual designated cards. You can adjust the email default through the Business Name >. Sales Settings >> Email Defaults.

     

     

    If you still need assistance with this, or if you have other questions or concerns, please do not hesitate to contact us again. We are happy to help. 

     

    If my response has answered your enquiry, please click "Accept as Solution" to assist other users find this information.

     

    Kind Regards, 

    Cel

     

     

    • Celia_B's avatar
      Celia_B
      MYOB Staff

      Hi pippypip,

       

      Thank you for your post. 

       

      I humbly ask for your understanding. We sincerely apologize if you are still experiencing the error. Your feedback is extremely important to us and will help us enhance our services to better meet your needs. This issue is being investigated by our developers, we are not able to provide a timeframe for when this will be resolved. Rest assured that we will follow up this case with our relevant team. Once we have an update we will post it on this channel. You can check on this link for an update.

       

      Meanwhile, if you have questions or concerns, please do not hesitate to contact us again or create a new post. We are happy to help. 

       

      Kind Regards, 

      Cel

       

  • pippypip's avatar
    pippypip
    Trusted Cover User

    This has been an on going issue for over 12 months. It appears that MYOB are in no hurry to fix this issue.

  • I believe I've accidentally stumbled across a hack for this. I had my email template as 'Dear {{customer_first_name}}{{customer_business_name}},' - i.e. expecting the email would pull the first name of an individual customer or the business name of a company.

    But then we had a 'Company type' Customer where the email was populating both fields - previously advised to be not possible.

    After some back-and-forth with Support they suggested I change the Customer Designation to 'Individual', and sure enough - the name fields were populated.

    So the hack is: change a Company-type Customer to Individual, populate the First Name, change it back to Company Type and then an email template using {{customer_first_name}} will pull that field out of the Individual data.