Overview

A case ties a single piece of correspondence to a specific member. It's how you generate something personal — a benefit quote, an advice letter, a consent form — for one person, on the right channel, with their details merged in.

You'll start from a member's record and work through a guided sequence: pick a case type, choose a template and channel, fill in the details that personalise the message, preview it, and send. The platform only ever shows you the templates, channels, and fields that apply to the case type you've chosen, so you won't get bogged down in options that don't fit.

This guide assumes you're working in the Generate module and that your member already exists in the system.

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Create a new Case

1. Search for and find your member to view their known information and case history. On the member's case history page, click Create Case.
2. A pop-up will open showing the member number, name, and a case type dropdown. Select one of the pre-built case types from the menu, then click Create to open the new case.
3. The Select Template screen opens, showing the member's details and prompting you to choose the template and channel for this correspondence.
   
   Select your Template
   Select your preferred Channel
   Click Next to continue.

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The Template and Channel dropdowns only show the options available for the case type you selected, so you'll only ever see choices that are valid for this case.

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1. The Generate page opens, showing the member details, the case details and ID, and your selected template and channel — a quick confirmation that everything's lined up before you personalise it.
2. The Recipient section shows the member's email or postal address for this correspondence. If you need to send it somewhere else, click Other and fill in the contact information you want to use instead
3. In the Document Details section, enter the unique data inputs that personalise this correspondence in real time. Fill in the required fields, then click Next to preview the generated correspondence in a pop-up.

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The Document Details screen only shows the input fields that apply to your selected template, so you'll only be asked for the information that template actually needs.

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1. In the Preview pop-up, review the personalised correspondence and check it's displaying all the right information.
2. If something's not quite right, close the pop-up to return to the Document Details page, where you can adjust your inputs and preview again.
3. Once you're happy with how it looks, click Send to finalise the case, generate the correspondence, and send it.

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Take a moment on the Preview step. It's your last chance to catch a wrong figure or a misspelt name before the correspondence goes out, and it's far quicker to fix here than to chase it afterwards.

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That's it — your case is created and the correspondence is on its way. You'll find a record of it in the member's case history, so you can always come back and check what was sent, when, and through which channel.