Correspondence templates

Select Correspondence templates from the Workflow settings.

To access the Workflow settings, select Administration from the top bar dropdown.

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The correspondence templates feature allows you to update and maintain your templates. The generated correspondence can be sent to the recipient by email or post.

Correspondence items can be automatically generated on a case using standard workflow events or made available to a user using adhoc workflow events. Caseworkers can select correspondence and generate a letter or email - adding detail when necessary. Caseworkers can also edit and save draft letters before sending a final version to the recipient. The templates area will allow to amend the following:

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Edit contents

To edit the letter template select Edit letter contents next to the appropriate letter template. The WYSIWG editor will then open with the letter contents.

To edit the email template select Edit email contents next to the appropriate email template. The WYSIWG editor will then open with the email contents.

To edit a letter template using the Microsoft Word format, please see separate article.

For more details on editing, please see our dedicated page on Editing and formatting correspondence templates / paragraphs.

When editing the temples you can amend the content as well as the merge items used. This can be done using the wysiwyg editor - the main toolbar has the ability to clean up text if pasted into the editor from another application, find and replace, add bullets, tables etc. You can also format the text as required.

Case merge items - E.g. SOURCE="CASE" ATTRIBUTE="ID" BOLD="TRUE".  A Merge item is a special tag in the correspondence or standard paragraph template that allows data from cases, tasks, parties and associated system objects to be included. The correspondence editor can be used to format how the data appears and add conditional and data substitution formulas to further customised the template / paragraph. Please check our page on merge items.

Amend / add text as necessary then Save changes.

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Page setup

To change the font type for a specific template, this can be done via the Page setup option for that template. Use this if you wish to override the global default letter settings set up in administration (see Printed correspondence).

Select the Page setup link for the template you wish to change the formatting for. Set the formatting options (margin, letter orientation) which need to override the global default correspondence settings.

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Select Next to save the changes.

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Timescales

To set a timescale for completing the template, select the No SLA/target days link next to the appropriate template.

You also have the ability to‘Disable editing due dates, which means that the calendar icon next to the template in the ’What’s next’ area will be removed so it cannot be changed by a caseworker. By default this is set to ‘No’.

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When you set a timescale, this will replace the ‘No SLA’ link to be the specified timescale, for example, ‘3 working days’.

Select Next to save the changes.

Approval

Select this option to turn on mandatory approval for a template. This means that a caseworker will not be able to send it to the recipient until it has been approved by a colleague.

Select the ‘Set approval’ link to turn this on and provide a label for the approval. Once turned on, the ‘Set approval’ link will change to be to ‘Edit approval’.

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When the template is in the ‘What’s next' area of a case, the caseworker will see the approval label is highlighted and they will not have a send/complete option for the template until this is done. the The label provided will be shown here and will replace the default ‘Request approval’ wording the system adds for optional approval.