topic Re: How to handle blank fields for personalizion tokens in sequence templates? in Sales Hub Tools

How to handle blank fields for personalizion tokens in sequence templates?

ChristoV — Mon, 28 Jul 2025 13:32:10 GMT

I have created a sequence for customers to verify their contact information. Some of the information is optional, for example, an alternative phone number.

When I want to enroll a contact in the sequence, I get an error message stating that no details are provided for the fields.

Is there a way to show a blank value where the Personalization Token fields do not have a value?

Re: How to handle blank fields for personalizion tokens in sequence templates?

Jigar_Thakker — Mon, 28 Jul 2025 16:16:24 GMT

Hi @ChristoV ,

Yes, you can show blank spaces (click spacebar) for unknown personalization tokens, for this you can edit default values for properties concerned here, Settings >> Content >> Pages >> Personalization >> Edit Defaults (for the specific objects).

You can refer here for detailed overview: https://knowledge.hubspot.com/marketing-email/how-do-i-create-default-values-for-my-personalization-tokens

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Re: How to handle blank fields for personalizion tokens in sequence templates?

ChristoV — Tue, 29 Jul 2025 08:32:37 GMT

Hi @Jigar_Thakker,

Thank you for the reply. Unfortunately, this does not solve the issue.

I have tested this with the Company property 'Alternative Phone Number'.

I created a basic template to pull company information:

I've set a default value as you suggested:

When I attempt to run the sequence, I get an error.

Re: How to handle blank fields for personalizion tokens in sequence templates?

Jigar_Thakker — Tue, 29 Jul 2025 09:47:41 GMT

Hi @ChristoV,

Understood! The default values only work for marketing mails and other content pieces.

Here's a workflow workaround for sequence templates:

Create your object workflow (company, contact, deal, etc)
Trigger based on properties which are optional - Alternative Number - Unknown. (because you want this on one of your phone properties, the number formatting will need to be removed)
Edit Record >> Set the value (default for all unknowns)

For reports and views, you'll need to filter out the property with the "default value" to know the exact number of known ones.

Let me know if you need further assistance.

Re: How to handle blank fields for personalizion tokens in sequence templates?

Jigar_Thakker — Wed, 17 Sep 2025 17:05:31 GMT

Hi @ChristoV ,

An update here! The personalization token fallback value for email templates is now in private beta. For all tiers, you can request beta access on the product updates page.

This means you can add fallback values while creating/editing email templates, so you don’t face sequence enrollment failures.

Note: When manually enrolling contacts in sequences, missing personalization tokens will still be highlighted to maintain personalization in your prospecting outreach.

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

Re: How to handle blank fields for personalizion tokens in sequence templates?

HWild — Fri, 24 Oct 2025 07:57:17 GMT

Yes I am experiencing the same issue. Support are telling me that I need an Enterprise subscription, which I feel is unnecessary as this is quite a basic sales feature.

Re: How to handle blank fields for personalizion tokens in sequence templates?

BérangèreL — Fri, 24 Oct 2025 09:25:20 GMT

Hi @HWild and Happy Friday!

Thanks for reaching out to the HubSpot Community!

As @Jigar_Thakker mentioned, you can add a fallback value for personalization tokens, which is used when a contact doesn’t have data for that property.

For more details, see these resources:

- Use personalization tokens
- Create default values for personalization tokens

To use personalization tokens on website or landing pages, a Content Hub Professional or Enterprise subscription is required.
For SMS messages, the Marketing SMS add-on or Marketing SMS Short Code add-on is needed.

Thank you for your feedback, I’ll make sure it’s shared with the team.
Bérangère

Re: How to handle blank fields for personalizion tokens in sequence templates?

HWild — Fri, 24 Oct 2025 09:35:49 GMT

Hi, I do have a fallback set on the personalisation token, but when you enrol contacts in a sequence it doesn't allow you to send the email to any contact where the fallback option is required.

Re: How to handle blank fields for personalizion tokens in sequence templates?

BérangèreL — Fri, 24 Oct 2025 16:36:04 GMT

Hi @HWild, thanks for the clarification and feedback!

I’ve noticed a similar idea already present in our Ideas Forum: Personalization Tokens: Set a default value in sequence email templates.

To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.

Thank you and have a lovely weekend!
Bérangère