Letters and Paragraphs Administration Overview
In order to create any written correspondence (both letters and emails) using Emplifi Agent, you will need to define a set of Standard Letters and Standard Paragraphs.
A Standard Letter is simply a template of a letter for a specific purpose. These templates allow Emplifi Agent agents to quickly and easily generate appropriate correspondence to customers while still maintaining a look that is both professional and personalized. For more information, see Defining Standard Letters.
Standard Paragraphs are the building blocks of letters. You can define any number of standard paragraphs that can be used interchangeably across as many different letters as you deem appropriate. You can also take advantage of a special feature called paragraph inserts that allow you to include appropriate information from the case at the time the letter is generated. For more information, see Defining Standard Paragraphs.
Letters and Paragraphs are both defined as standard categories within Emplifi Agent. For details, see Categories and Codes.
Planning Your Correspondence
Setting up your pre-defined correspondence is a task that you should be prepared to put effort into planning. This is normally a task that is done during the implementation of Emplifi Agent, with the assistance and guidance of Emplifi's Professional Services team. However, you may have need in the future to define new letters or a new group of letters as the needs of your business change and grow.
Following are some items that you will want to consider during the planning phase:
Determine which letters are needed. You may need letters for any number of topics, such as a complaint response, request for company information, response to a suggestion, etc.
Determine which paragraphs will make up those letters. Make the paragraphs as granular as possible so that they can be reused.
Determine a hierarchical structure that will allow agents to easily locate appropriate correspondence.
Consider which letters will be delivered via mail, and which will go out via email.
For additional ideas for planning your fulfillment items, see Best Practices: Letters and Paragraphs.
Defining Your Correspondence
To completely set up your correspondence, you must complete the following steps.
Create Standard Paragraphs: Paragraphs define the actual textual content of the letters.
Define Letter Type Codes: Letter types are typically used to differentiate between types of media, such as different letterheads or paper stock, labels, envelopes, emails, etc.
Define Letter Template Files: Letter templates are the physical files used during the letter generation process. You can have templates for both HTML-based letters and for plain text letters.
Create Standard Letters: Each standard letter is comprised of all of the previous three elements.
Create Suggestions (Optional): You can create suggestions for both letters and paragraphs that will be suggested to users as part of the standard case data entry. For more information, see Suggestions Administration Overview.
The user must save a letter to a case before they can make any changes.