Compose and Assign a Template

Overview

Generate is where you produce ad hoc, on-demand documents and communications from templates you've already set up. Think one-off letters, statements, or confirmations that you create and send as the need comes up, rather than as part of a scheduled batch.

The key thing to know is that you don't build templates in Generate itself. You build them once in the Send module as an Application, and that same Application becomes available to use in Generate. So if you've already set up Applications for your outbound communications, you're most of the way there.

This guide walks you through the full path, from building the Application in Send to generating your first document in Generate, step by step.

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One template, two modules

The Application you build in Send is the template you use in Generate. There's no separate build step. Content, branding, merge tags, personalisation, and channel settings are all managed during the Application setup in Send, and any change you make there flows straight through to what's available in Generate.

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Build your Application in Send

Everything starts in Send. If you've created Applications before, this will feel familiar.

Open the Send module.
Click Applications, then click Add new.
Or open an existing Application if you'd rather edit one you've already set up.
Complete the setup: name, category, communication channels (Email, SMS, Print), content, and any personalisation you need.
Save and publish the Application the same way you would for regular outbound communications.

For the full detail on each of these settings, follow the guides in the Send module. The process is exactly the same here.

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Find your Generate settings

The Generate settings live on the Application's Details tab, inside the Generate module.

Go to the Generate module.
Select Applications and open the Application you want to configure.
Open the Details tab.

Here you'll see the template Name, the linked CX Send settings, and the Enabled for generate option.

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Enable the template for Generate

In Template details, tick Enabled for generate.

This box needs to be ticked before the Generate settings will show.

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Configure your Generate settings

Once Enabled for generate is ticked, the Generate settings panel appears on the same screen. Set these to match how you expect people to generate and distribute documents from this Application.

Setting	What it does
Enable email	Lets the template create email documents when used in Generate.
Enable print	Allows print-ready documents, such as letters.
Enable SMS	Turns on SMS documents, as long as the linked Send configuration supports SMS.
Allow document uploads?	Controls whether people can upload extra documents when generating. Set it to Optional to let them add files, or Mandatory to require at least one.
Merge composed and uploaded PDFs	Combines the system-generated PDF with any uploaded PDFs into a single output file.
PDF composition input	Optional JSON or configuration content that controls advanced PDF composition behaviour for this template.

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Before you enable email or SMS
‍Always confirm the linked CX Send settings are configured correctly first, so generated documents can be dispatched without errors.

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Map the template to a case type

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Specific to your integration
‍The steps below relate to CX Platform's integration with GROW Inc's DLTA platform. Generate integrations vary by tenant, so check with your CX Platform representative for the setup that applies to yours.

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Open the Cases tab.
Tick the case type you want to map the template to.

In this example, that's Correspondence - General.

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Turn on manual use

This is what makes the template available for the Generate Manual function.

Click Manual, which allows this template to be used with the Generate Manual function.
Click Save.

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Use the template in Generate

Click Manual in the left side panel.
When you're prompted to choose a template, pick the Application you created in Send.
Enter your data, generate the document, and send it out through one of the supported channels, such as PDF, print, or ad hoc email.
Run a quick test to make sure everything outputs the way you expect.

That's it. Your template is live in Generate. Because it's the same Application you built in Send, anything you update there will carry through automatically, so there's nothing to rebuild on the Generate side.

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Best practice

Name and categorise clearly so the template is easy to find for everyone in both Send and Generate.
Review content and settings in Send regularly so what's used in Generate stays current and compliant.
Set up reusable documents in Send first. For letters, statements, confirmations, and forms, build the Application template in Send, then use Generate for the ad hoc runs.

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