Correspondence

Overview

Correspondence lets you create formal letters and documents for your customers. These include welcome letters, payment notices, invoice copies, and credit control warnings.

This guide covers the practical steps for creating and sending correspondence. For detailed field and status reference, see Correspondence. For email delivery and tracking, see Emailing Customers.

Quick Start

Most Common Tasks

• Create correspondence → Customer page > Add menu > Correspondence > [type] (2 minutes)
• Email correspondence → Correspondence page > Actions > Email Correspondence (1 minute)
• Mark as delivered → Correspondence page > Actions > Deliver Correspondence (1 minute)
• Find correspondence → SmartSearch with AccountNumber/CNumber e.g. 12345/C001 (instant)
• Download PDF → Correspondence page > Download button (instant)

Creating Correspondence

1. Open the customer’s page
2. Click Add menu > Correspondence and select the type from the submenu. The type determines what content fields you see (for example, “Copy Invoices” shows an invoice list, “Welcome” shows free text fields)
3. Fill in the content: add invoices, payments, numbers, dates, or free text as needed
4. Click Save

The system assigns a correspondence number and generates the PDF automatically.

Sending Correspondence

Once the PDF has been generated, you can email it to the customer.

Quick send: Click the Email button to send immediately using default recipients and message template. No form appears.

Full options: Click Actions menu > Email Correspondence to open a form where you can choose recipients, attach extra documents, and record audit details before sending.

The platform tracks the email delivery and updates the correspondence status to “Emailed”.

For details on email tracking, delivery issues, and troubleshooting, see Emailing Customers.

Marking Correspondence as Delivered

If you deliver correspondence outside the platform (by post, in person, or through another channel), record the delivery so the platform can track it.

1. Open the correspondence record
2. Click Actions menu > Deliver Correspondence
3. Optionally fill in the reason and details for the audit trail
4. Click Deliver Correspondence

This updates the status and completes any related TODOs on linked invoices and payments.

Common Correspondence Types

Your system administrator configures which types are available. Here are the most common:

Sending Copy Invoices to a Customer

Use this workflow when a customer asks for copies of specific invoices by email.

Steps:

1. Open the customer’s page
2. Click Add menu > Correspondence > Copy Invoices. The form shows the customer’s invoices
3. Tick the invoices you want to include
4. Click Save

To email the copy invoices:

• Quick send: Click the Email button to send immediately using default recipients
• Choose recipients: Click Actions menu > Email Correspondence to pick specific contacts before sending

The email attaches each selected invoice’s existing bill PDF individually. No separate cover letter is generated.

Recreating Correspondence

If a letter template has been updated or you need to regenerate the PDF:

1. Open the correspondence record
2. Click Recreate in the Update Correspondence section

The system rebuilds the PDF using the current template. The content data stays the same.