1. If I delete a letter template, will the letters created from it also be deleted?
No, deleting a letter template will not remove letters generated from it. Those letters remain available in the individual profiles where they were created.
2. Can I merge a date field into a letter and customise its format?
Yes. Learn here how to merge dates into letters and set the desired date format.
3. How should I include the offer template’s mergetag in a letter?
When inserting a mergetag for an offer template in a letter, make sure the template’s name is written in all lowercase letters, and replace any spaces with underscores _ (e.g.: offers.conditional_offer_template_name).
4. If I rename an offer template, do I need to update its mergetag in the letters?
Yes. If you change the name of an offer template, you must also update the corresponding mergetags in your letter templates. Otherwise, the letter won’t be able to retrieve the offer data correctly.
No, Forms and Events fields are part of a different context and can’t be used in letters. To see which fields are available to merge into letters, go to General Settings > Documents > Download field references.
6. Can I transfer an offer from a class to another, within the same profile?
No. Offers are tied to a class journey and cannot be transferred to another. You can delete the offer from the current class and create a new one in the other.
7. I did a mergefield in a letter but it's not pulling any data, why?
Check if the mergefield is correctly done. In Microsoft Word, the mergefield must be done in Insert > Field , not in the Mailings menu.
8. I did a mergefield in a letter but it's not pulling any data, why? (2)
Check if the corresponding field is filled in for that profile. If the field is empty in the profile, there's no data for the mergefield to pull so it will appear blank.
9. I did a mergefield in a letter, to pull the conditions from a conditional offer template, but the conditions aren't being pulled, why?
Check the schema of the conditional offer template. The condition field names must not have capital letters in the middle — only the first letter of the first word can be capitalized. If the formatting isn’t correct, the merge field won’t work.
10. Can I generate letters in bulk for multiple profiles?
Yes, but only via a lifecycle workflow with the action 'Send letter to profile'. Then, transition the lifecycle state of profiles in bulk for them to enter the workflow, and the system automatically generates a letter to each of them.
11. I created a conditional offer letter for an applicant, but while accessing it they see a blank page in the Portal. Why?
Because no conditions were selected when you launched the letter. If no conditions are ticked, none will appear in the applicant’s view. So the letter will look blank to them, as the system has nothing to display.
12. I have a letter with journey mergetags, but how will they work when issuing offers to profiles who have multiple class journeys?
If a staff member creates the letter manually, they must select the class journey in the creation menu. If the letter is created via an automation, the automation is already setup on the context of a journey, so the letter will refer to that journey.
13. I created a letter and noticed the payment plan mergetag displays in a different word font than the rest of the letter content, why?
That's caused by the 'table style' settings of the template, since the payment plan mergetag generates a table per default. To edit the 'table style', you must:
Open the letter template in Microsoft Word, and add a fake table anywhere
In the toolbar there's a section called 'table style'. Right-click on the default template that is pre-selected, and click on 'modify table'
Now choose the formatting settings you wish for the tables in the template
Save it, delete the fake table, and re-upload the template into Full Fabric
14. I have fields (Ask fields) in offer and letter schemas but they don't appear in the 'field references' document. How can I create mergetags for them?
Ask fields are not shown in the 'field references document' by default. To merge them into letters, you must use this mergetag: =ask.fieldname