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.

Tip

Choose the type carefully. You cannot change it after saving. If you pick the wrong type, delete the correspondence and create a new one.

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. If you want to record why this was delivered, 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:

Type	When to use
Welcome	New customer onboarding, often includes an email verification link
Copy Invoices	Customer requests copies of specific invoices
Failed Payment	A payment has failed and the customer needs to take action
Overdue Account	Invoice is past its due date
Suspension Warning	Services may be suspended due to non-payment
Final Notice	Last warning before further action
Statement of Account	Customer wants a summary of their balance and recent activity

Note

Some types are created automatically by the system. For example, failed payment correspondence may be generated when a direct debit collection fails.

Sending Copy Invoices to a Customer

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

Tip

Before you start, check which invoices the customer needs. The selection list shows invoice numbers and outstanding amounts but not dates, so note the earliest and latest invoice numbers you need.

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.