How to Create or Edit Letter Templates in PWS

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.

Types of Letter Templates

There are three 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
    
    
• 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.”)
    
    

How to Create a Letter Template

1. Log in to PWS.
   
   
2. Go to Communications > Letters.
   
   
3. Click Create Letter Template.
   
   
4. 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 or Company Letterhead.
     
     
5. Give your template a clear Name.
   
   
6. Write or paste your content into the editor.
   
   
   • 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.
     
     
7. Click Preview to check layout and formatting.
   
   
   • Note: Previews will not show live dynamic data.
     
     
8. When ready, change the Status to Active.
   
   
9. Click Save & Close.
   
   

How to Edit an Existing Template

1. Go to Communications > Letters.
   
   
2. Click on the letter template you want to edit.
   
   
3. Make changes in the editor.
   
   
4. (Optional) Click Preview to see how the layout will look.
   
   
5. Ensure the template’s Status is set to Active if you plan to send it.
   
   
6. Click Save & Close.
   
   

Important Notes

• 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 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.