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Use Custom Question Answers as Template Variables đŸ§©

Create reusable variables for Custom Question text and guest answers, then add them to agreements, Guidebooks, upsells, emails, SMS messages, and automated messages.

Written by Sergey Zhizhoma

Turn answers collected through Custom Questions into reusable content in rental agreements, Guidebooks, upsells, email templates, SMS messages, automated messages, and other areas that support variables.

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What Custom Question variables do

Each configured Custom Question creates two variables:

  • {VariableName_Question} displays the question text.

  • {VariableName_Answer} displays the guest’s submitted answer.

For example, if the variable name is AirportPickup, you can use {AirportPickup_Question} and {AirportPickup_Answer}.


Set up the variable name

  1. Go to Settings > Guest Journey Editor > Custom Questions.
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  2. Create a Custom Question, or open an existing question for editing. For an existing question, update the Question text slightly (for example, add and remove a character) to trigger the Variable Name generation.

  3. Open the Template Variables section.
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  4. Review the suggested Variable Name. ChargeAutomation generates it in PascalCase and may use underscores.

  5. If needed, enter a different variable name. It must be unique in your account, contain only letters, numbers, and underscores, and be no more than 60 characters.

  6. Save the question.

Important: Existing Custom Questions do not receive a variable name automatically. Open the question, configure its Variable Name, and save it before using its variables.


Add a Custom Question variable to content

  1. Open the rental agreement, Guidebook, upsell, email, SMS, automated message, or other supported content you want to personalize.

  2. Open the variable picker.
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  3. Choose Custom Questions.
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  4. Select the Question or Answer variable you need.
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  5. Save your changes and test the result with a booking.
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How answers are displayed

If more than one guest answers the question, ChargeAutomation combines the responses into one value. When names are available, they are used; otherwise, generic labels are shown.

Example: Main Guest: Yes, Guest 2: No, Child 1: Yes

  • If an optional question has not been answered, the Answer variable displays an empty value.

  • If the question does not apply to the booking because of its property, booking-source, or tag settings, both variables display N/A.

  • If a Custom Question is deleted, variables already added to content display N/A.

Edit or delete a variable

If you change a Variable Name, the variable picker displays the new name. Variables that were already inserted continue to resolve.

Before deleting a Custom Question, ChargeAutomation warns you when its variables are in use and shows the affected areas and usage counts. Review those references before confirming the deletion.


How changes affect bookings

Templates use the latest variable configuration. Existing bookings continue to use the Custom Question data saved for that booking; updated values apply to new bookings.


Tips

  • Use a clear name such as ArrivalTime or ParkingRequired.

  • Use the Question variable when the label should appear in the final content.

  • Use the Answer variable when you only need the guest’s response.

  • Test both answered and unanswered scenarios before using the content with guests.
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