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The Letters page lists every letter. Open a letter to see who it is addressed to, the delivery you chose, when it was sent, and any tracking number.

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Creating a letter

To create a letter, follow these steps:
  1. Click New letter (or press N).
  2. Choose the Recipient type, then pick the Customer or Owner.
  3. Optionally choose a Template. The letter copies that template’s content, so later edits to the template do not change this letter. If the template has Variables, fill in each value.
  4. Optionally enter a Name. If you leave it blank, the template name is used.
  5. Choose Delivery: Standard, Tracked, or Premium (extra charge).
  6. Choose the Address window — Left or Right — to match the envelope window.
  7. If you did not pick a template, write the Content. See Templates for headings, text, signatures, and merge fields. A preview of page 1, including the envelope window, updates as you write.
  8. Turn on Send immediately if you want it printed and posted as soon as you create it.
  9. Click Create.
You can also start a letter from a customer or owner. Open the record, open the actions menu, and click Send letter. The recipient is filled in for you.
New letters start as Draft, unless you turned on Send immediately.

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Sending from a workflow

If you use Workflows, add a Send letter step to print and post automatically. Choose a template, who to write to (a customer or owner ID), and delivery. If the template has variables, fill each one — you can insert a field from the trigger. Amounts on invoices are stored in pence. To print them as money, insert the field and choose Currency from Format, or type | currency after the path. For example {{ trigger.object.total | currency }} becomes £100.00 when the total is 10000. Use | date for a readable date. The letter is sent as soon as the step runs — it does not stay as a draft. The recipient needs a name and address, and your account needs a return address, the same as when you send a letter yourself.

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Sending a letter

To send a draft or failed letter, follow these steps:
  1. Open the letter, or right-click it in the table.
  2. Click Send.
  3. Review the confirmation. Postage is billed per send, plus extra pages and premium delivery. The letter cannot be edited after it is submitted.
  4. Click Send letter.
The letter moves to Sending, then Sent when it has been accepted for print and post. The letter page then shows Pages, Sent, and Tracking when a tracking number is available.
Once a letter is submitted, you cannot edit it. Cancel it instead if it has not yet been printed.

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Editing a draft

Only Draft letters can be edited. Open the letter and click Edit, or right-click the row and select Edit letter. You can change the name, delivery, address window, and content.

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Cancelling a letter

Cancel a letter if it should not be printed. You can cancel a letter while it is Draft, Sending, Sent, or Failed. To cancel a letter, follow these steps:
  1. Open the letter, or right-click it in the table.
  2. Click Cancel letter.
  3. Click Cancel letter to confirm.
Cancelling cannot be undone.

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Deleting a draft

Only Draft letters can be deleted. Sent, cancelled, and failed letters stay in the list. To delete a draft, follow these steps:
  1. Open the letter, or right-click it in the table.
  2. Click Delete.
  3. Click Delete to confirm.
Deleting a draft cannot be undone.

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Failed letters

If sending does not complete, the letter moves to Failed and the letter page shows why. Fix the problem — for example a missing address — then click Send to try again.

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Filtering

On the Letters page, use the status tabs or click Filter to narrow the list by Status, Recipient, or Delivery. Right-click any row to copy the letter ID or open it in a new tab.