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A client letter is a branded PDF built from a reusable template: a membership confirmation, a welcome letter, anything you’d otherwise write by hand. You write the template once with merge tokens for the contact’s name, their custom fields and a reference number, then generate it for one contact at a time. DMLY fills in the real values, stores the result privately on that contact, and lets you download it or share it on WhatsApp.

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Where letters live

Client letters (templates)

Select Client letters from the header of Contacts to reach the templates page. Build, edit and delete templates here.

A contact's own letters

Open any contact and select their Files & letters tab, where the Client letters card sits next to their documents. Generate a letter for that person, and see, download or share everything already generated for them.
There’s no separate template picker anywhere else; a template only becomes a letter when you generate it for a specific contact.

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Build a template with merge tokens

1

Open Client letters

Go to Contacts and select Client letters in the header.
2

Start a template

Select New template. This needs the Manage letter templates permission. See Who can do what below.
3

Name it and write the body

Give it a Template name, then write the Letter body in the rich-text editor.
4

Insert merge tokens

Select any chip under Merge variables to add that token. Each one is appended to the end of the body, not inserted at your cursor, so add your tokens first, then arrange the wording around them.
5

Save

Toggle Active on (it’s on by default) and select Save. Only active templates can be picked when generating a letter; turn a template off to retire it without deleting it.
The available tokens:
Selecting Custom field inserts the literal {{custom.field_name}}; you have to edit field_name to match a field you defined under Custom fields exactly, including capitalisation. Nothing checks the name for you: a typo resolves to an empty string in the finished letter, with no warning.

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Generate a letter for a contact

1

Open the contact

Go to their profile and find the Client letters card.
2

Select Generate letter

This needs the Generate & share client letters permission. The button is disabled if you have no active templates yet.
3

Pick a template

Only active templates appear in the list.
4

Optionally set a title

Leave Title blank and DMLY uses the template’s name.
5

Select Generate letter

DMLY substitutes every token with this contact’s real data, assigns the letter a sequential reference (LTR-0001, LTR-0002, …, shared across the whole workspace), and renders it as a PDF.
The PDF carries your business details in a branded header (logo, name, address and contact details) with the word “LETTER” and the reference number opposite, the generation date, the title, the letter body, and a QR code at the foot that anyone can scan to verify and reopen the same PDF online.
{{phone}} and {{email}} always resolve to the contact’s real, unmasked values in a generated letter, even for a teammate whose own view of the contact is normally masked under Roles and permissions. It’s the client’s own document, addressed to them, so there’s nothing to hide it from.
Once generated, a letter is a fixed snapshot. Editing the template afterwards doesn’t touch letters you’ve already generated from it; generate again to pick up a template change.

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Download or share it

Every letter in the Client letters card has a download link and, if you can generate letters, a WhatsApp icon:
  • Download streams the PDF to you directly; this needs no special permission beyond being able to open the contact at all.
  • Share on WhatsApp sends the client a message carrying a secure link to the same PDF, using DMLY’s approved dmly_letter_link template outside their 24-hour window, or a plain-text message with the link inside it. If their window is open, DMLY follows up immediately with the PDF itself as a WhatsApp document. A contact with no WhatsApp identity or number simply can’t be reached this way.
The link in that message is a secure, signed URL; the client opens it straight in their browser, no DMLY login required. It’s the same pattern DMLY uses for invoice pay links.

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Its relationship to Documents

Every generated letter is also filed as a private document on that contact. See Documents. The Client letters card is the friendlier view: a title, its reference number, whether it’s been shared, and a one-click WhatsApp share button. The Documents card lists it too, alongside anything else on file for that contact, but without those letter-specific extras.
There’s no dedicated way to delete a single letter. Deleting its file from the Documents card removes the PDF but leaves the letter listed in the Client letters card with a download link that no longer works. Deleting the whole contact removes its letters cleanly.

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Who can do what

See Roles and permissions for how base roles and custom roles work.
Selecting Share on WhatsApp always attempts a send; it isn’t gated by the Client & staff messages toggles under Notification settings. What it does depend on:
  • The client is reachable on WhatsApp at all (a phone number or an existing WhatsApp identity).
  • Either dmly_letter_link is approved by Meta, or the client messaged you within the last 24 hours so a freeform message still gets through. See Message templates.
Only when both of those fail does the share silently do nothing.
You need at least one active template. Check the Client letters templates page: a template that’s toggled off (marked Inactive) won’t appear in a contact’s template picker even though it still exists.

Documents

Every file on a contact: uploads and generated letters alike.

Client profile

Everything else on a contact’s profile page.

Custom fields

Define the fields a {{custom.field_name}} token can pull from.

Roles and permissions

Who can manage templates versus who can generate and share.