Table of Contents
Support Guide
Using Borrower Preferred Name Merge Tokens
-
Shape Software
Learn how to use the Borrower Preferred Name and Co-Borrower Preferred Name merge tokens in Shape Software mortgage templates. These dynamic merge tokens automatically use a borrower's nickname when available or default to their first name.
Borrower Preferred Name Merge Tokens
When communicating with borrowers, using their preferred name creates a more personal experience. Shape Software's Borrower Preferred Name merge tokens automatically personalize your mortgage communications by using a borrower's nickname when one is available.
If no nickname has been entered, the merge token automatically falls back to the borrower's first name, allowing you to build a single template that works for every customer.
Available Merge Tokens
Two Preferred Name merge tokens are available for mortgage templates.
Borrower Preferred Name
This merge token checks the borrower's nickname first.
If a nickname has been entered, it will be used.
If the nickname field is blank, the borrower's first name will be used instead.
Logic
None
Borrower Nickname exists?
Yes → Use Borrower Nickname
No → Use Borrower First Name
Co-Borrower Preferred Name
This merge token follows the same logic for the co-borrower.
If a co-borrower nickname exists, it will be used.
If not, the co-borrower's first name will be inserted instead.
Logic
None
Co-Borrower Nickname exists?
Yes → Use Co-Borrower Nickname
No → Use Co-Borrower First Name
Examples
Example 1
Borrower First Name: Robert
Borrower Nickname: Bob
Merge Token Output
None
Bob
Example 2
Borrower First Name: Robert
Borrower Nickname: (blank)
Merge Token Output
None
Robert
Example 3
Co-Borrower First Name: Elizabeth
Co-Borrower Nickname: Liz
Merge Token Output
None
Liz
Example 4
Co-Borrower First Name: Elizabeth
Co-Borrower Nickname: (blank)
Merge Token Output
None
Elizabeth
Why Use Preferred Name Merge Tokens?
Using these merge tokens helps personalize borrower communications without requiring multiple templates or conditional logic.
Benefits include:
- More natural, personalized messaging.
- One template works whether a nickname exists or not.
- Less template maintenance.
- Improved borrower experience.
Where Can I Use These Merge Tokens?
These merge tokens are currently available for Mortgage Templates.
They can be used anywhere mortgage template merge tokens are supported.
Best Practices
- Use the Preferred Name merge tokens for customer-facing communications whenever possible.
- Keep borrower nickname fields up to date to ensure communications reflect the customer's preferred name.
- Continue using First Name merge tokens only when a legal first name is specifically required.
Frequently Asked Questions
What happens if the nickname field is blank?
The merge token automatically inserts the borrower's first name.
Do I need to add conditional logic?
No. The merge token automatically determines whether to use the nickname or first name.
What if the borrower updates their nickname?
The next time the merge token is used, it will automatically use the updated nickname.
Does this affect my existing templates?
No. Existing First Name merge tokens continue to work as they always have. The Preferred Name merge tokens are simply an additional option when you'd like communications to use a borrower's preferred name.
Keywords:
