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Outline

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

Letters triggers are based on the letter templates you add to the Platform. Letters can be triggered for a number of actions including manual or automatic learner enrollments, learning completions, award expiration, and more.

This article provides an overview of letter triggers, introduces letter trigger types, and follows up with a walkthrough of adding a letter trigger to an activity or event.

Letter Triggers | Overview


Use letter triggers with activities or events to automatically send an email when a specific action takes place in the platform. Letter triggers help you automate and customize communication for some of the most common actions in the platform. Letters are a great way to:

  • Alert a learner that a new activity has been assigned
  • Remind a learner of an upcoming due date
  • Notify a learner of a failing grade
  • Congratulate a learner on for achieving a passing grade
  • Send a reminder to a learner after they've completed an activity

You can assign multiple letter triggers to an activity or event and set up alerts and reminders based on specific triggers that you set.

Heads up!

You'll need to create letter templates before assigning Letter Triggers.

Existing letter triggers are listed at the bottom of the Letter Triggers section.

Letter Trigger Types


Letter trigger types let you define the actions in the platform that will trigger a letter.  Each trigger type offers timing options that let you customize exactly when a letter is sent.

Activity letter triggers

Letter triggers are set up through the Advanced Properties of an activity. There are eight letter triggers available for activities.

In-Progress triggers

  • Enrollment - trigger an email when a learner enrolls or is enrolled
  • Due Date Reminder - trigger an email before or after a due date is reached

Completed triggers

  • Failed - trigger an email when a learner fails an activity or event
  • Passed - trigger an email when a learner passes an activity or event
  • Dropped - trigger an email when a learner drops an activity or event
  • No Show - trigger an email when a learner fails to attend an activity or event
  • Any Completed - trigger an email when a learner receives any of the previously listed completions statuses

Heads up!

The platform does not send Passed letters for enrollments updated in bulk or via import as "Passed". This protection mitigates the number of emails sent by the platform, so that you don't overwhelm your learners' inboxes.


Award triggers:

  • Expiration - trigger an email before or after an award expires

Event letter triggers

Letter triggers are set up through the Letter Properties section of an event. There are six letter triggers available for events.

In-Progress

  • Enrollment - trigger an email when a learner enrolls or is enrolled
  • Start Date Reminder - trigger an email at a defined length of time prior to, or after, the start date for an event.
  • End Date Reminder - trigger an email at a defined length of time prior to, or after, the end date for an event.

Completed

  • Failure - trigger an email when a learner fails an activity or event
  • No Show - trigger an email when a learner fails to attend an activity or event
  • Passed - trigger an email when a learner passes an activity or event

Each letter trigger type offers timing and offset options that help you customize exactly when the letter is triggered - down to the minute for some event trigger types.

Learn more about letter trigger Timing and Offset options>

Add a letter trigger


You can add a letter trigger to events and activities in the platform.

For activities: access the Advanced Properties and click Add Letter Trigger
For events: scroll to find the Letter Properties and click Add Letter Trigger

Follow these steps to add a letter trigger to an activity or event:

  1. Click Add Letter Trigger.
  2. Select a letter Trigger Type.
  3. Search for or select an existing letter template.
  4. Determine who the letter should be sent to: user only, manager only, or both user and manager.
  5. Set Timing and Offset options to customize when the letter is triggered.
  6. Include Additional CC Email Addresses. Email addresses should be comma-separated with no space.
  7. Click Save Changes .

Letter trigger "look back" rules


"Look back" rules exist for each trigger type; they 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