Bulk Correspondence

You can send correspondence to many customers in one go, rather than opening each record. The Correspondence section of the main menu has two bulk options:

Bulk Mailing: create a new letter for many customers at once, and email it if you wish. Use this for reminders, notices, and chase-ups.
Send Letters: email correspondence the platform created automatically but has not sent yet, such as auto-topup and failed-payment notices.

Bills and invoices are not sent here. They go through the separate Send Bills path in the Billing menu. See Email Bills.

Who Can Use These Pages

Sending one letter and sending hundreds are separate permissions, so you can let someone answer a customer’s query without letting them start a mailing to your whole base. On the Correspondence permission:

Send covers emailing a single piece of correspondence from the customer record.
Add (Bulk) is needed to create letters through Bulk Mailing.
Send (Bulk) is needed for Send Letters, and to email through Bulk Mailing.

Choosing Create and Email in Bulk Mailing needs both bulk permissions. Without Send (Bulk), the option is not offered and the page creates the letters only. See User Management for setting permissions.

Bulk Mailing

Bulk Mailing creates a piece of correspondence for each customer you choose, and can email it straight away.

To start, go to the main menu > Correspondence > Bulk Mailing.

Choose the Letter and Action

First pick what to send and how:

Correspondence Type: the letter to create. Only bulk-safe types appear here. Types that need details specific to one customer are hidden, as they are not suitable for sending in bulk.
Action:
- Create: generates the correspondence only. You check and send it later (see Send Letters below).
- Create and Email: generates the correspondence and emails it immediately.

If you choose Create, the platform reminds you with: “Correspondence has not been automatically sent - please check and send.”

Choose the Recipients

You can pick customers in two ways. A link at the top of the page switches between them:

Use Filters: select customers by criteria such as status, payment method, account manager, credit controller, unpaid amount, and account flags. See Filtering for staged reminders below.
Mail Accounts: paste a list of account numbers instead. The Account Numbers box takes one account number per line. This is the quickest route when you already have a list, for example the CSV from View / Edit Direct Debit Accounts or View / Edit Payment Cards. Any number the platform does not recognise is skipped.

Click Select Customers (filters) or Confirm Customers (account numbers) to continue.

Review the List

The platform shows everyone it matched, with these columns:

Account Number
Customer
Create Letter: a checkbox, ticked by default

Customers with no valid email address for the chosen letter type are left off the list, so you cannot accidentally send to an address that will not work. Untick anyone you want to skip, then click Create Letters.

Customers that cannot receive this letter

Some letter types need something to talk about. A reminder needs an unpaid invoice; a failed payment letter needs a failed payment. Where the letter type requires invoices, failed payments, expected payments, or a start date the platform works out for itself, correspondence is only created for customers who actually have those items.

Anyone who does not is shown with the reason rather than being silently dropped, so you can see whether the shortfall is missing content or a delivery restriction on the account. The same explanations appear on the results after creation.

Recently sent duplicates

If a customer already received correspondence of the same type, covering the same records, within the last seven days, they stay on the list but arrive unticked, with a link to the existing letter.

This is the common case of a reminder run being repeated, or two people running it on the same day. Open the linked correspondence to check what was already sent; if you do want to send again, tick the row.

What Happens Next

The platform creates one piece of correspondence per ticked customer and processes the sending in the background. You see a confirmation straight away:

“Letters are being emailed.” if you chose Create and Email
“Letters are being created.” if you chose Create

An Another Bulk Mailing link lets you start again. For letter types that show a period, the platform works out the start date for you, based on the last letter of that type, the first invoice date, or the previous month.

Filtering for Staged Reminders

The filter form is the strength of Bulk Mailing. Alongside the usual customer filters, two options let you send reminders in stages:

Has Received Correspondence: target customers who have already had a given letter. You choose the type(s), whether they must match All of or Any of them, and a time window (“sent at least” / “sent no more than” so many days ago).
Has Not Received Correspondence: the reverse, for customers who have not had a given letter.

A common credit control pattern uses both:

Send a first reminder to every customer with an overdue balance.
A week later, send a firmer second reminder, but only to customers who have Not Received the first reminder in the last 7 days. Those who already paid or were chased drop out automatically.

The same correspondence filters are available in QuickSearch, so you can build and check a list there first.

Saving a Filter as a Default

If you run the same chase regularly, you do not need to set the filters up each time. The Default Values menu at the top of the page saves and loads your filter settings:

Save: store the current settings under a name
Load: bring back a saved set of settings
Delete: remove a saved set

This captures the whole form, including the correspondence type, action, and filters. Save your monthly reminder filter once, then load it next time to rebuild the chase in a couple of clicks.

Send Letters

Send Letters emails correspondence the platform created automatically but has not sent yet. At present this is auto-topup notices and failed-payment notices.

This is useful in two situations:

Splitting the work: one person creates correspondence (or the system creates it automatically), and another reviews and sends it.
Catching unsent letters: it surfaces correspondence that was generated but never emailed, so nothing is forgotten.

To use it, go to the main menu > Correspondence > Send Letters, then set the filters:

Send Action: Email Letters
Exclude Previously Sent: leave as Yes to hide anything already emailed
Correspondence Type: limit to one type, or leave blank for all
Correspondence Date From: defaults to the first of the current month
Customer Status: limit to chosen statuses if needed

Click Select Letters to see the matching correspondence, then choose what to email. Only customers set to receive email correspondence are included.