Overview

Not every piece of correspondence needs to sit against a case. When you just need to send a member one personalised document, Continue Without Case lets you do exactly that, generating and sending 1:1 correspondence on the spot without creating or attaching a case first.

It's handy for those one-off moments: a quick confirmation, a personalised statement, or any ad hoc communication where opening a full case would be more than you need. You start from the member's record, pick a template, fill in the details, preview the result, and send.

The personalisation still happens in real time, so the finished document is tailored to that member every time, using the exact details you enter along the way.

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Good to know
‍When you choose a template, the channel options update to match. You'll only ever see the templates and channels that apply to the selected case type, so there's no guessing which combinations are valid.

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Find your member and start the workflow

1. Search for and open your member to view their known information and case history. On the member's select case history page, click Continue without case.
2. A confirmation message appears, checking that you want to proceed without a case and generate 1:1 correspondence. Click Continue without case to carry on.

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Select a template and channel

1. The select template screen opens, showing the member's details and prompting you to choose the template type and channel for this correspondence.
2. Select your template.
3. Select your preferred channel.
4. Click Next to continue.

The Template and Channel dropdowns only list the options available for the selected case type.

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Set the recipient and document details

1. The Generate page opens, showing the member details, the case details and ID, your selected template, and your selected channel.
2. The Recipient section (the destination) shows the member's email or postal address for the selected template. Need to send it somewhere else? Click Other and fill in the contact details you want to use instead.
3. In the Document Details section, enter the unique inputs that drive the real-time personalisation of your correspondence.
4. Fill in the required details, then click Next to preview the generated correspondence in a pop-up.

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Preview and send

1. In the Preview modal, review the personalised correspondence to make sure it's displaying the right information.
2. If something's not quite right, close the modal to return to the Document Details page and adjust your inputs.
3. Once you're happy with how it looks, click Send to finalise, generate, and send the completed correspondence.

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That's it. Your correspondence has been generated and sent to your member. Because the personalisation runs in real time, the document reflects exactly the details you entered, tailored to that member.