Create and Edit Smart Letters

Difficulty: Advanced

Required: 'Smart Communications' Add-on


Smart Communications Add-on has for objective to enable you to send customized communications to stakeholders of a given Engagement Plan, List, or Organization. This article focuses on sending letters.

There are 3 Sending options:

  • A single letter to all participants: Each participant will be part of the same communication. 
  • One letter to each organization: Each member of an organization will be part of the same communication.
  • One letter to each participant: Each participant will be part of individual communication. 

The creation of your smart letters will require you to follow these 8 steps:

  1. Create the Smart Communication in Borealis
  2. Create your letter template
  3. Send the letter template to Boréalis
  4. Add recipients to your Smart Communication
  5. Manage warning messages and data quality
  6. Review your Smart letter preview
  7. Send your Smart letter


1. Create the Smart Communication in Borealis

To create a smart email:

  • go to the 'Smart communication' register, click 'Create', 
  • select 'Smart Letter' as the type of smart communication and fill out the information. Note that details such as recipients, sending options, etc. can be modified once the record is saved.
  • Click on 'Save and View', to display your Smart Email.
  • Fill-in the 'General information' tab: Add a title, a sender, choose a language, enter the expected date of delivery (helpful if you plan your communications in advance) and select a sending option.
  • Change  from the next section allows you to enter an email address that will receive responses to the smart email. Note that some automated responses from email services could be sent to the sender (rejected emails, automatic responses due to absence or vacations, etc.).
  • The 'Template' section provides you with the list of tags that will be inserted in your smart email for customization purposes.
  • In the 'Classification' section of the tab, add the title and description of the communication, link the email to an engagement plan, project(s) and subject categories. Please note that when the Smart email is sent, only the title and description of the communication will be added under the individual record.



2. Prepare your letter template and load it into the system

Prepare a letter template in Word. 

  • Tags can be added directly in the .docx file.
  • Wherever you want to personalize a field to a stakeholder, use the tags provided in the 'Template' section of the Smart Communication created above.
    • The tag will be replaced by the stakeholder information (eg "Dear M. Smith"). 
    • If you need more information about these tags, click on the  icon next to the title of the field.
  • Save your document

Here are how you should use tags in a letter template:

  • The first page must begin with the tag {#LETTERS} and the last page must end with the tag {/LETTERS}.
  • If your letter has one page, the letter should start with {#LETTERS} and the {/LETTERS} should be at the beginning of the second page (use a page break). The end of the letter should be at the exact place of where the second letter should start when all the letters will be generated in one document by the system. 
  • Tags can't be added in a header/footer. 
  • Refer to the system for the complete available tags list.


3. Load the letter template to Borealis

In the 'Actions' menu, use the 'load template' option to load your document.


Once the template is loaded, the field "Tags identified in the email template" helps to validate if all the tags in the letter template are recognized by the system.


3. Add recipients to your Smart Letter

In the recipient tab, add stakeholders who should receive the communication. If you need to add multiple stakeholders, you can go in a specific distribution list and, with the action button, add it to the Smart Communication. If it’s a smart list, the option is “Sync with Smart Communication”.


4. Warning messages and data quality

At the top right corner, a warning message might be displayed.

Error message. The information must be modified/added before being able to send the email (e.g a stakeholder has no email address). The email CAN’T be sent.

 A warning message about the communication details or participants (e.g The communication's language does not correspond with the participant's language). The email CAN be sent.

For Smart Letters with a large number of recipients, use a data quality report to make sure your stakeholder's contact information is complete and up to date. This Analytics report, filtered on the distribution list used, helps to identify quickly if all stakeholders have salutation titles, titles, etc. 


5. Generate and send letters

Once you are ready to generate letters, click on the Actions button and Generate letters. If the letters generated doesn't look as wished, modify the template, load it and generate new letters. When ready, print the document generated and send it to the stakeholders. 

Once the letters are sent, use the Workflow button and select the Mark as sent options. The communications will be recorded under the stakeholders' records and listed in the Communications tab.

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