Letters are platform-generated emails that allow you to communicate with your users. Letters are most powerful when set up with Letter Triggers that automatically send users an email based on their actions in the platform.

Letters that are triggered automatically are based on Letter templates you create for actions in the system. Letters can be triggered for a number of actions including manual or automatic learner enrollments, learning completions based on a learner's status, or an expiration notice for an award.

This article covers setting up and defining Letter triggers.


UNDERSTANDING LETTER TRIGGERS




Letter Triggers are the automatic actions that occur in Intellum that cause an email to be sent to the user and/or their manager. Letter Triggers can be set up through the Letter Properties of any Activity in the Platform. Activities can have multiple Letter Triggers added to them, and you can set up alerts and Reminders to be sent out based on specific triggers that you set. Letters are a great way to:

  • Alert a learner that a new Activity has been assigned (Enrollment trigger)
  • Remind a learner of an upcoming assignment (Reminder trigger)
  • Notify a learner of a failing Activity grade (Failed trigger)
  • Congratulate a learner on a passing Activity grade (Passed trigger)
  • Send a reminder to a learner after they have completed an Activity (Any Completed trigger)

Letter Triggers that have been added to an Activity display at the bottom of the Letter Properties section.

There are eight types of system actions that trigger emails for regular activities. Intellum's Trigger Types are:


LETTER TRIGGER TYPES FOR ACTIVITIES

IN PROGRESS:

  • Enrollment - occurs when a learner is enrolled into an Activity.
  • Due Date Reminder - occurs when a defined length of time prior to or after a due date for the activity is reached.

COMPLETED:

  • Failed - when a learner has a Failed status for an Activity, this trigger occurs.
  • Passed - when a Passed status has been attained for an Activity, this trigger occurs.
  • Dropped - when a learners drops an Activity, this trigger occurs.
  • No Show - when a learner has a No Show status for an Activity, this trigger occurs.
  • Any Completed - when any of the above four statuses have been attained for an Activity, this trigger occurs.

The platform will not send Passed letters for any enrollments updated in bulk or via import as "Passed". This protection mitigates the number of emails sent by the platform, allowing you to migrate enrollments or make bulk updates to enrollments - without worrying about overwhelming your learners' inboxes.

AWARD:

  • Expiration - this occurs when a defined length of time prior to or after an award has expired for an Activity is reached.


LETTER TRIGGER TYPES FOR EVENTS

IN PROGRESS:

  • Enrollment - occurs when a learner is enrolled into an Activity.
  • Day-Of Reminder - occurs when a defined length of time prior to the start of the event (from 30 minutes to 8 hours) on the same day has been reached.
  • Start Date Reminder - occurs when a defined length of time prior to the start of the event (from 1 day to 30 days) has been reached.
  • End Date Reminder - occurs when a defined length of time prior to or after the end date of the event (from 15 minutes before to 15 minutes after) has been reached.
  • Completed - self explanatory.
  • Failed - when a learner gets Failed status an Activity, this trigger occurs.
  • No Show - when a learner gets a No Show status for an Activity, this trigger occurs.
  • Passed - when a learner gets a Passed status for an Activity, this trigger occurs.

The remaining Letter trigger fields are:

  • Letter - defines the Letter's message based on the Letter templates you've created.
  • Send to - determines who receives the letter (user only, manager only, or both user and manager).
  • Remind - displays when you set up the following triggers:
    • Due Date Reminder
    • Any Completed
    • Day-of Reminder
    • Start Date Reminder
    • End Date Reminder

"Reminder" triggers offer varying options depending on the time frame of the trigger. Due Date Reminder and Start Date Reminder triggers give you an additional Reminder field to let you determine how often the Reminder should be sent out--once, every week, every other day, or every day until completion.

  • Additional CC email addresses - this function offers you the option to copy people on a particular email--you may add their email addresses here, separated by commas.


"LOOK BACK" RULES FOR LETTER TRIGGERS




"Look Back" rules exist for each trigger type, which define how many days back the trigger will look to see which users should receive the Letter. Here are the look back rules, as well as when the letter is sent, for each trigger type:

Trigger Type

Rule

When is Letter sent?

Reminder

The trigger will look back forever

Nightly

Any Completed

The trigger will not send to learners who completed beyond 15 days ago

Nightly

Enrollment

The trigger will not send letter to learners who enrolled beyond 2 weeks ago or enrolled before creation of the letter trigger

10 minutes after the enrollment

Dropped/Failed/No-Show

The trigger will not send letter to learners enrolled beyond 2 weeks ago

Nightly

Passed

The trigger will not send letter to learners enrolled beyond 2 weeks ago

within 10 minutes of the enrollment

Expiration

The trigger will look back forever

Nightly