This article walks you through the complete Letters Merge workflow in ChangeGPS — from entering client details through to delivering the final letter. The Letters Merge app uses a four-step wizard covering client and contact setup, template selection, content editing, and preview with export and delivery options.
Before you begin
Before creating a letter, have the following ready:
The client's name and contact details (or their CIM client ID for import)
The recipient's email address (if sending by email or FuseSign)
A clear idea of what the letter needs to cover — or a plain-language description you can give to Access Co-Pilot for AI drafting
Step-by-step guide
Step 1 — Client & Contact
Navigate to the Letters Merge app. Please go to Access > Apps > ChangeGPS Letters Merge. Select + New Letter.
Select Import from CIM to search for the client in the Client Import Manager, or enter the client details manually.
Enter the Client Name, Address, and Contact Email.
Review the pre-filled details if importing from CIM and make any adjustments.
Select Next — the draft is saved automatically.
Step 2 — Template Select
Browse the Template Library to find the letter type you need. Use the Search bar to filter by name or category.
Check the Recent Templates list at the top for templates you have used recently — this is the fastest way to get started if you use the same template frequently.
Select a template card to preview its content. Select Use this template to load it into the editor.
Alternatively — generate with Access Co-Pilot:
Select Generate with AI.
Enter a plain-language description of what you need — for example, "A letter to a client reminding them to make their superannuation contribution before 30 June and including the amount they should contribute".
Access Co-Pilot generates a draft letter based on your description. Review it and select Use this content to load it into the editor.
Select Next to proceed to Step 3.
Step 3 — Content Edit
Step 3 is where you finalise the letter content.
Editing the letter:
The rich text editor loads with the selected template content. Edit the text directly — add paragraphs, change headings, adjust formatting.
To insert a Merge Field, place the cursor where you want the field and select the merge field from the merge field picker. Over 86 fields are available, including client name, address, ABN, financial year, and practice details. Merge fields appear as highlighted placeholders in the editor (for example,
{{ClientName}}).
Using Access Co-Pilot for content suggestions:
Select AI Assist (the sparkle icon) to open the AI Content Assistant.
Enter a prompt describing what you want to add or change — for example, "Add a paragraph explaining the Medicare Levy Surcharge and how the client can avoid it".
Access Co-Pilot generates the suggested content, which you can accept and insert into the letter, or edit before inserting.
Managing optional blocks:
Optional blocks are sections of the letter that may or may not be relevant for this client — for example, a paragraph about a specific tax strategy that only applies in certain circumstances.
Use the Optional Blocks panel to toggle each block on (included) or off (excluded). Blocks that are off will not appear in the final letter.
Merge field validation: Before proceeding, the app checks that all merge fields have data available. If any merge field is missing a value — for example, if the client's ABN has not been entered — it will be highlighted in the editor and listed in the Missing Fields panel. Address the missing fields before proceeding to avoid {{field}} placeholders appearing in the final letter.
Select Next when the letter is complete.
Step 4 — Preview & Send
Review the completed letter in the preview panel. All merge fields should now show real values from the client record.
Use the actions sidebar to deliver the letter:
Export PDF — Download as a PDF
Export Word — Download as a Word document (.docx) for further editing
Send for Signing — Send via FuseSign for digital signature
Send Email — Email the letter directly to the client from within Letters Merge
Tips and best practices
Use Access Co-Pilot for difficult letters. If you are struggling to start a letter — for example, a complex tax advice letter explaining a strategy you rarely use — give Co-Pilot a clear description and use its draft as a starting point. This is faster than writing from scratch even if you need to edit the output significantly.
Insert merge fields rather than typing client details. Typing the client name, address, or ABN directly into the letter risks errors and inconsistency. Always use merge fields for data that exists in ChangeGPS — the merge engine pulls the correct value every time.
Check optional blocks carefully. Optional blocks exist because the template author anticipated that not every section applies to every client. Review each block before finalising and turn off any that do not apply — leaving irrelevant content in the letter looks unprofessional.
Resolve all missing merge fields before exporting. The merge field validation step prevents you from accidentally sending a letter with unresolved placeholders. If the validation flags a missing field, go back to Step 1 to enter the missing data, or manually type the value into the editor if the data is not in the system.
Common issues
A merge field is showing as {{FieldName}} in the exported letter. This means the merge field was not resolved — the underlying data is missing from the client record. Return to Step 1 and check the client details, or open the CIM client record and add the missing information. Then return to Step 3 and check the Missing Fields panel to confirm all fields are now resolved before re-exporting.
Access Co-Pilot is not generating relevant content. Access Co-Pilot works best with specific, clear prompts. Rather than "write a letter about tax", try "Write a two-paragraph letter to an individual client summarising their upcoming PAYG instalment obligations for the next two quarters and explaining how to vary the instalment if the estimate is too high." The more specific the prompt, the more relevant the output.
The Send for Signing button is not appearing. FuseSign must be connected to your ChangeGPS account in Admin Settings → Integrations before the digital signing option is available. If FuseSign is already connected but the button is not appearing, contact our support team through the chat widget.
Need help?
If you are stuck or have questions about Letters Merge, reach out through the chat widget or contact your account manager.