Communication Letters

ConfigurationTenant admin Last updated:

The Communication Letters page is where you configure the templates, signer, and delivery settings for approval and denial letters sent to patients and prescribers.

Accessing Communication Letters

From the Settings gear menu in the top navigation, select Communication Letters.

Letter signer

The Letter signer section sets the name that appears at the bottom of every patient letter as the closing signature. Fill in:

  • Signer name — the full name of the signing clinician or staff member.
  • Credentials — professional credentials, such as Pharm.D, RN, or MD.
  • Title — the job title, such as Director of Clinical Operations.

Select Save signer to apply your changes.

Letter Delivery Service

Below the signer, the Letter Delivery section controls how outbound letters reach recipients. Configure the delivery method (for example, SFTP) and the target location. Select Save in this section to apply delivery settings.

Letter templates

The letter templates section lists the available letter types (such as approval and denial letters). For each template you can:

  • Edit the letter body using the template editor, which supports merge fields (variables like {{signer.name}}, {{signer.credentials}}, and {{signer.title}} that are filled in automatically when a letter is generated).
  • Toggle the letter type on or off for your organization.
  • Override slot values at the guideline level (configured separately within each guideline).

Select Save in the templates section to apply your template changes.

Sending pending letters

The Send pending letters section lets you control when queued letters are delivered:

  • Preview (dry run) — shows how many letters would be sent and to which destination, without actually delivering them. Use this to verify your delivery settings before committing.
  • Send now — immediately delivers all pending letters using your configured delivery settings. Normally, pending letters are delivered automatically each day at 03:00 UTC.

After either action, a summary message shows the number of letters found, delivered, and any errors encountered.