Why is "N/A" appearing instead of a merge tag value in initial emails?

If you're seeing "N/A" displayed in place of a merge tag (such as {{ company }}) in your sent emails, this is typically caused by one of the following reasons:

The contact property is empty

When a merge tag references a contact property that has no value, "N/A" will be inserted in its place. This is expected behavior when the underlying data is missing.

Initial predefined emails do not apply AI fallback logic

If the email is sent as an initial predefined email, the AI layer is not applied. This means any fallback instructions you've added to your AI agent (e.g., instructing it not to write "N/A") will have no effect on these emails. The merge tag value is inserted directly, without AI processing.

As a result, even well-crafted fallback logic in your agent's instructions will not prevent "N/A" from appearing in initial predefined emails when the referenced property is empty.

Recommended workaround

The safest approach is to avoid using merge tags for properties that are not guaranteed to be populated in your initial predefined emails. If a property may sometimes be empty, consider removing that merge tag from those emails until a merge tag-level fallback solution is available.