This guide walks you through how to create a dynamic email address or phone number field that automatically displays the correct information based on the project owner.
When set up properly:
Each internal user (CSM, Onboarding Manager, etc.) will have their own email address and/or phone number stored in their profile.
The correct contact information will dynamically appear inside your playbook tasks based on who owns the project.
You’ll complete this in three main stages:
Create a data field
Add contact details to users
Add the merge field to your playbook
Step 1: Create the Data Field
First, create a custom data field that will store each internal user’s contact information.
1. Go to Settings
Navigate to Settings → Data Fields.
2. Create a New Data Field
Click to create a new data field and configure it as follows:
For Email Address
Name: CSM Email (or Internal Email Address)
Description: Optional (e.g., “Primary contact email for project owner”)
Object Type: Internal User
Field Type: Text
For Phone Number
Name: CSM Phone Number (or Internal Phone)
Description: Optional (e.g., “Primary contact phone for project owner”)
Object Type: Internal User
Field Type: Number
Important: The object type must be Internal User, because this information belongs to your employee/team member — not the customer.
3. Save the Field
Once saved, your new field will appear in your Data Fields list.
If you’re adding both email and phone, repeat this process for each one.
Step 2: Add the Email Address or Phone Number to Each User
Now that the field exists, you need to populate it for each internal team member.
1. Go to Users
Navigate to your Users section in the left-hand sidebar.
2. Edit a User
Click on a user
Click Edit
Scroll down until you see the new field (e.g., “CSM Email” or “CSM Phone Number”)
3. Add Their Contact Information
Enter their email address or phone number
Save the changes
4. Repeat
Repeat this process for every internal user whose contact information should appear dynamically in projects.
Step 3: Add the Merge Field to Your Playbook
Now you’ll connect the data field to your playbook so it appears dynamically inside tasks.
Part A: Create the Merge Field
Go to Library
Open the relevant Playbook
Navigate to Merge Fields
Create a new merge field
Configure it as follows:
Choose System
Select Owner of the Project
Choose your newly created field (e.g., “CSM Email” or “CSM Phone Number”)
Once created, this merge field will now be available inside your playbook tasks.
Part B: Insert the Merge Field Into a Task
Open the task where you want the contact information to appear.
Type a backslash (
\)Select Merge Fields
Choose the field you created (Email or Phone)
You will see merge field code appear (typically in bracketed or highlighted format).
What Happens When the Playbook Triggers?
When the playbook creates a new project:
The system checks who the project owner is.
It pulls that person’s email address or phone number from their user profile.
The merge field is replaced with the actual contact information.
Instead of seeing merge field code, the project will display the correct email address or phone number — specific to that project owner.
Example Use Cases
You might use this in tasks like:
“Reach out to your CSM at: [Dynamic Email Field]”
“For questions, contact your onboarding manager at: [Dynamic Phone Field]”
“Your primary contact is: [Dynamic Email] | [Dynamic Phone]”
This ensures that no matter who owns the project, the correct contact information automatically appears.
Final Result
You now have a fully dynamic contact information system:
Each internal team member has their own stored email and/or phone number.
The correct information automatically appears in projects.
No manual updates are needed when assigning different owners.
This setup improves accuracy, reduces manual errors, and keeps your customer communication consistent across all workflows.