In the Generate module, a case is a piece of correspondence waiting to be created for a member. That might be an advice fee consent, an account update, or a member quote. As long as the case is still open, it's an active case, ready for you to pick up and act on.

Generating from an active case keeps everything joined up. The member's details carry through automatically, and the templates and channels on offer are filtered to match the case type, so you're only ever choosing from options that fit. It saves you setting things up from scratch and keeps each communication linked to the right member and case history.

You'll usually start here whenever a member needs a new piece of correspondence based on something already on their record.

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Active cases only, by default
‍This view only shows active (non-closed) cases, because those are the ones you can generate new correspondence from. If you need to see cases that have already been closed, tick Show closed cases.

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Find and open an active case

First, track down the member and open the case you want to work on.

1. Search for the member to bring up their known information and case history.
2. On the member's case history page, click the active case you want to open.

That opens the case details, and you're ready to start building the correspondence.

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Choose a template and channel

The select template screen opens next, showing the member's details alongside the case you've chosen.

1. Select your Template from the dropdown.
2. Select your preferred Channel.
3. Click Next to continue.

The Template and Channel dropdowns only show the options available for this case type, so you won't see anything that doesn't apply.

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Check the recipient and add the details

The Generate page opens, pulling together the member details, the case details and ID, and the template and channel you just selected.

1. Check the Recipient section. This shows the member's email or postal address for this correspondence. To send it somewhere else, click Other and fill in the contact details you need.
2. In the Document Details section, enter the unique data inputs for this correspondence. These feed the real-time personalisation, so the finished communication reads correctly for the member.
3. Click Next to preview the result.

With the details in, you'll see exactly how the correspondence will look before anything is sent.

Preview and send

Before anything goes out, you get a chance to check it over.

1. In the Preview modal, review the personalised correspondence and make sure it's showing the right information.
2. If something's not right, close the modal to go back to the Document Details page and adjust your inputs.
3. Once you're happy, click Send to finalise the case, generate the correspondence, and send it.

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No need to get it right first time
‍You can close the preview and tweak the Document Details as many times as you need. Nothing is sent until you click Send.

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That's it. The correspondence is on its way to the member, and the case is finalised.