How to Create or Edit Letter Templates in PWS

There are four types of letter templates in PWS:

Results (Sample) Letters
- Used to send test results to consumers as part of a sampling program
- Must be tied to a Program and Event
- Have three sub-types:
  - Detect – The contaminant was detected in the water
  - Non-Detect – The contaminant was not detected
  - Exceedance – The contaminant was detected and exceeded the acceptable limit
Inventory Letters
- Used to send letters about a service line (e.g. lead, galvanized, or unknown material)
- Can only be sent from the Inventory tab
120Standard Annual Notice
- Used to send letters about a service line
- Can only be sent from the Inventory tab
- Include only a couple of customizable variables
Company Letterhead
- Used for general communications on any topic
- Often used for follow-ups (for example: “You haven’t returned your sample bottle from 5 months ago—please send it back.”)

Log in to PWS.
Go to Communications > Letters.
Click Create Letter Template.
Choose whether it is a Results letter:
- If Yes, select the Program and Event, then choose the subtype (Detect, Non-Detect, or Exceedance).
- If No, choose either Inventory, 120Standard Annual Notice, or Company Letterhead.
Give your template a clear Name.
Write or paste your content into the editor. If using the 120StandardAnnual Notice, reference the instructions for sending letters here.
- Use the toolbar to format your text.
- Insert dynamic tags (handlebars) if you want to pull in details like name, address, analyte, or test results.
Click Preview to check layout and formatting.
- Note: Previews will not show live dynamic data.
When ready, change the Status to Active.
Click Save & Close.

Letter templates must be set to Active before they can be used anywhere else in the platform.
You cannot upload files (Word, PDF, etc.) as templates — you must copy/paste the content into the PWS editor.
Inventory letters and 120Standard Annual Notices can only be sent from the Inventory tab.
Results letters require a linked Program and Event so dynamic data can populate correctly.
Company Letterhead letters can be used for any type of communication.

If you have any questions, reach out to support@120water.com.

Letter templates are reusable documents you can send to recipients from different areas of the platform. Before you can send a letter, you must first create it as a template and set its status to Active.