Set Up Dynamic CSM Contact Info in Playbooks

Last updated: March 23, 2026

Instead of manually updating calendar links, email addresses, or phone numbers when projects change hands, set up dynamic contact fields once and let OnRamp surface the right details automatically — for every project owner, every time.

How It Works

The same three-step pattern applies for any type of CSM contact info (booking link, email, or phone):

  1. Create a custom data field on the Internal User object
  2. Populate that field for each team member
  3. Add a merge field to your Playbook that pulls from it

Step 1: Create the Data Field

  1. Go to Settings › Data Fields.
  2. Create a new field with these settings:

For a booking link:

  • Name: Call Booking Link
  • Object Type: Internal User
  • Field Type: Link
  • Display Text: Optional (e.g., "Book a call")
  • Enable Open in new tab

For an email address:

  • Name: CSM Email
  • Object Type: Internal User
  • Field Type: Text

For a phone number:

  • Name: CSM Phone Number
  • Object Type: Internal User
  • Field Type: Number

Important: Object Type must always be Internal User — this information belongs to your team member, not the customer. If adding more than one field, repeat for each.

  1. Save the field.

Step 2: Add the Info to Each User's Profile

  1. Navigate to Users in the left sidebar.
  2. Click a user, then click Edit.
  3. Scroll to your new field and enter their value (e.g., paste their Calendly URL, or type their email address).
  4. Save, then repeat for every team member who owns projects.

Step 3: Add the Merge Field to Your Playbook

Part A — Create the Merge Field

  1. Go to Library and open the relevant Playbook.
  2. Navigate to Merge Fields and create a new merge field.
  3. Configure it:
    • Source: System
    • Object: Owner of the Project
    • Field: your new field (e.g., Call Booking Link, CSM Email)

Part B — Insert It Into a Task

  1. Open a task in your Playbook.
  2. Type a backslash (\) to open the insertion menu.
  3. Select Merge Fields and choose your field.

The merge field token is replaced with the project owner's real value when the project is created. You can use merge fields in task descriptions, subtask text, module names, and task titles.

Example Use Cases

  • "Book your kickoff call here: [Call Booking Link]"
  • "Reach out to your CSM at: [CSM Email]"
  • "For questions, contact your onboarding manager at: [CSM Phone Number]"

Tips & Troubleshooting

  • Field showing blank in a project? Check that the project owner has their info filled in under their user profile.
  • Field not appearing in merge field options? Confirm Object Type was set to Internal User — project-level fields won't appear here.
  • Multiple CSMs? Each user stores their own value — the field resolves per-project based on who the owner is.
  • Want to use this for other per-user info? The same pattern works for any value stored on your team members — Loom intro links, personal calendars, onboarding portal URLs, etc.