Create and edit Smart letters

To create a Smart Letter go to the Smart communications tool, click Add, select Smart Letter as the Type of Smart Communication and fill out the information. 

1. Fill the General Information tab

Add a title, a sender, the language, the expected date of delivery (helpful if you plan your communications in advance) and select the sending options. 

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. 

In the classification section of the tab, make sure to add the title and description of the communication, the linked engagement plan, project(s) and subject categories. Please note that when the Smart email will be 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. By adding tags, the first name, last name, address or any other relevant information will automatically be replaced by the stakeholder's information. The tag will be replaced by the stakeholder information (e.g "Dear {SALUTATION_TITLE} {LAST_NAME}" could be replaced by "Dear M. Smith"). 

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 on 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.

Use the load template button or the "load template" option in the actions menu 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. 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. 


6. 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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