Correspondence
Correspondence types are the templates behind every letter and email the platform sends. The CRM adds two things: an editor that puts a type’s settings and its email content side by side, and the queues where held or failed sends are approved and retried.
For the underlying concepts, see Correspondence.
The correspondence library
Section titled “The correspondence library”Correspondence lists every type with:
- Its flags - Marketing, Composed content, Confirmations, Proposals, Verification.
- Whether it has its own email content or inherits the default.
- How many were sent in the last 30 days.
- What uses it - how many sequence steps and chase stages.
SMS types are managed separately, on SMS Types.
Editing a type’s email content
Section titled “Editing a type’s email content”Opening a type shows its usage and flags, with Type settings for the record itself and the content editor below.
The editor gives you a Subject field and a rich-text Body, saved together with Save content. Where a type has its own content, Revert to default content removes it so it inherits the default again.
Warnings you may see:
- Used by 3 sequence steps and 2 chase stages - content changes apply to those sends immediately.
- This type is available for confirmations but its email content has no accept-link merge field - sends with it will fail until one is added. The same warning appears for proposals.
- This type has no content of its own yet and currently inherits the default. Saving gives it its own.
Below the editor sits the list of merge fields you can use, including the full set for confirmations and proposals.
Two things to know:
- The editor reads and writes the platform-wide content only. Any group, department or user overrides you have set are left alone.
- The subject is stored as the first line of the message body. The editor splits it out for you and puts it back on save, so you never have to think about it.
The PDF letter content is shown read-only, with a link to edit it for operators who have backend access.
Composed content
Section titled “Composed content”A correspondence type flagged Allows Composed Content can carry a one-off subject and body written at send time, rather than only its stored template. Merge fields still fill in per customer.
This is what makes Compose Email and free-form campaign sends possible. Composed sends are email only; no PDF is produced.
Send Correspondence
Section titled “Send Correspondence”Send Correspondence is the worklist of correspondence awaiting approval, or awaiting a delivery retry. There are three of them, one per wing, each showing only its own sources:
| Queue | Covers |
|---|---|
| Sales (menu: Send Correspondence) | Proposals, proposal reminders, sequence emails, campaign sends and composed one-to-one email |
| Customer Services (menu: Confirmation Approvals) | Confirmations and confirmation reminders |
| Credit Control (menu: Send Correspondence) | Chase letters, emails and SMS produced but not sent |
Columns: when it was created, the customer, the source, the correspondence type and number, the recipient and channel, the status and the actions.
Statuses: Pending, Queued or Retry where a previous send failed. Where an item is queued but waiting, a sub-line says exactly why: the marketing queue is paused, it is outside the send window, this hour’s quota is used, the monthly pool is used up, the campaign cap is reached, the sender’s pre-sale limit is reached, or the package no longer includes that kind of send.
Actions:
- Tick rows and choose Send selected.
- Review opens the correspondence record.
- Cancel needs a written Cancellation reason. Cancelling also stops any send still waiting on the email queue with it.
Blocked items stay visible but cannot be ticked. Review one to correct or deliberately replace its recipient.
The History toggle shows what has already been dealt with.
Things to know:
- Access is worked out per source. A campaign send answers to the campaign permission; a proposal to the proposals permission; a chase letter to Run Chase Sends. You see the rows you are entitled to act on.
- Campaign sends run in review-before-sending mode always raise their approvals in the Sales queue, whichever section ran the campaign. That is why the Customer Services menu also carries a Send Correspondence entry.
- The list caps at 1,000 rows and tells you when it has truncated.
Field reference
Section titled “Field reference”Correspondence Type Name
Section titled “Correspondence Type Name”Basic identification and naming information for the correspondence type, including display positioning and visual classification settings.
| Field | Description |
|---|---|
| Correspondence Type | Name of the correspondence type |
| Correspondence Type Availability | Availability status of this correspondence type (Headline, Standard, or Historic) |
| Correspondence Type Display Class | CSS class name used for visual styling of this correspondence type |
| Correspondence Type Display Position | Numeric position for ordering correspondence types in lists and menus |
Correspondence Details
Section titled “Correspondence Details”Configuration settings that control how this correspondence type behaves, including email settings, marketing classification, verification requirements, and data protection flags.
| Field | Description |
|---|---|
| Correspondence Class | Classification category for this correspondence type |
| Email Settings | Email configuration settings to use for this correspondence type |
| From: Address | Email address to use in the From field when sending this correspondence type |
| Marketing Material | Whether this correspondence type contains marketing material requiring consent |
| Payment Reminder | Whether email delivery of this type must respect each address payment-reminder preference |
| SMS Correspondence | System-managed: whether this correspondence type records an outbound SMS container instead of an email or letter |
| For Email Verification | Whether this correspondence type is used for email address verification |
| Contains Personal Data | Whether this correspondence type contains personal data subject to data protection regulations |
| Allows Composed Content | Whether correspondence of this type may carry a composed subject and email body in place of the templated content; delivery settings and compliance flags still apply |
| Available For Confirmations | Whether this correspondence type can be chosen to deliver a Confirmation of Instructions; its email content must contain the %(confirmationAcceptLinkHere)s merge field |
| Available For Proposals | Whether this correspondence type can be chosen to deliver a CRM proposal; its email content must contain the %(proposalAcceptLinkHere)s merge field |
| Reminder Type | Correspondence type used for reminders when this type sends the initial confirmation or proposal; leave blank to use the built-in reminder |
| Auto-Create Types | Payment failure types that automatically trigger creation of this correspondence type |
Content Sections
Section titled “Content Sections”Defines which content sections are available for use within correspondence of this type, allowing customisation of the information included.
| Field | Description |
|---|---|
| Content Sections | Available content sections that can be included in this correspondence type |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this correspondence type |
| Created | Timestamp when this correspondence type was created |