1. Documents are Dynamic (Before Being Sent)
Documents remain dynamic until they are marked as "Sent." While they automatically refresh to include updates to guest details, pricing, and line items, Custom Field notes require specific configuration to display properly. If a template is missing the associated Custom Field, that data will remain invisible.
How it works: Once a document is generated, it pulls live data from the Booking (Events, Accounts, Contacts, Invoices, etc.).
Automatic Updates: Any changes made to the Booking after the document is created—such as updates to Event Notes or Custom Fields—will refresh automatically in the document.
Solution: Double-check that the data you want to display has been added to the Booking. In the Document, hover over any 'unavailable' text to see exactly which field is missing. Click the pencil icon to add that information directly.
2. Fields Not Linked Properly
If a Text Box element in your template is not connected to the correct field (e.g., {{booking.startDate}}), new notes from the booking will not appear. An 'unavailable' message typically indicates a misconfigured or unsupported merge field.
Solution:
Go to Settings → Document Templates → [Select Your Template].
Edit your Text Box and review the fields, ensure it uses the correct merge field for the specific data you need (e.g., Event Notes or Booking Name).
Save the template and test it by generating a new document.
Alternative: Update the current document with the required merge field and select "Save as New Template" to preserve the fix for future use.
3. Group Notes and Custom Field Issues
Certain group notes may fail to display if the template lacks the necessary Custom Fields to pull that specific data. These fields are essential for ensuring visibility across all relevant document views.
Solution:
Open your Document Template.
Verify that the required Custom Fields for group notes are included in the layout.
Add any missing fields that correspond to the booking data you need to display.
Note: Event Notes are the only notes that can be pulled into your documents. For Booking, Account, or Contact-specific information, we recommend setting up Custom Fields instead of using the built-in Notes sub-tab.
Feature | Can it be pulled into Docs? | Recommended Action |
Event Notes | ✅ Yes | Use the standard |
Booking Notes | ❌ No | Create a Custom Field for "Booking Notes" instead. |
Account Notes | ❌ No | Create a Custom Field on the Account level. |
Contact Notes | ❌ No | Create a Custom Field on the Contact level. |
4. Edits Made to Notes After Submission
If you edit booking or event custom fields after the document has been submitted, it won't update retroactively the existing file.
The system assumes that once submitted, the document represents a finalized version.
Solution:
5. Document Cached or Not Refreshed
In some cases, the document preview might be cached, showing an outdated version.
Solution:
Try refreshing the browser page.
Reopen the document and check the content under “Web” or “Print” view to confirm the latest data.
Best Practices for Configuring Custom Fields, Notes
To avoid recurring issues or errors when managing group or booking Custom Fields:
Verify all templates include the required custom fields before generating documents.
Only use supported merge fields such as #{{event.notes}} to prevent compatibility issues.
Refresh and update templates regularly to align with system and event changes.