Overview

Letter Packs in Dezrez CRM (Rezi) allow users to generate and send pre-defined sets of letters — for example, vendor updates, valuation follow-ups, or marketing mailers — in one batch process.

When a Letter Pack fails to generate, prints incorrectly, or doesn’t include the right letters, the cause is usually data completeness, incorrect template selection, or browser/session issues.

This guide walks through the user-side steps to resolve these issues before escalation.

Common Causes

1. Incomplete or Invalid Property/Contact Data – Missing addresses or unlinked records.

2. Incorrect Pack or Template Selection – Wrong letter type chosen for the selected record group.

3. Session Timeout or Cache Issue – Cached data or expired login session interrupting generation.

4. Too Many Records in One Batch – Generating very large packs exceeding processing limits.

Troubleshooting Flow

Step 1 – Check Record Data

• Verify all records in the Letter Pack contain valid data:

  • Contact or property name and address

  • Associated role or record link (e.g., vendor, applicant, landlord)

• Remove or correct any record that doesn’t have the required information.

👉 Retry generating the Letter Pack once data is complete.

Step 2 – Confirm Template or Pack Selection

• Ensure the correct Letter Pack or template is selected for the record type:

  • Vendor letters → Vendor pack

  • Applicant updates → Applicant pack

• If unsure, refer to the internal “Rezi Post Template Reference” or Letter Pack list.

Step 3 – Browser & Session Refresh

• Clear browser cache and cookies.

• Log out and back into Rezi to refresh your session.

• Retry generating the Letter Pack in Chrome or Edge.

Step 4 – Reduce Batch Size

• If generating for a large number of recipients, try splitting into smaller batches (e.g., 10–20 at a time).

• This prevents timeouts or freezes during generation.

Escalation Path

• Level 1 (Support Agent) → Record/data validation, pack selection, session refresh, batch size reduction.

• Level 2 (Branding Support) → Template formatting or structure issues within the Letter Pack.

• Level 3 (Development) → Widespread system issue affecting all packs.

Related Resources

• [Rezi Post Template Reference] (internal link)

• [Creating & Sending Letter Packs in Rezi] (internal link)

• [Clearing Cache in Chrome/Edge] (internal link)

🤖 AI Training Guidance

Trigger phrases:

• “Letter Pack not working”

• “Letters missing from my pack”

• “Letter Pack failed to generate”

• “Rezi Post Letter Pack freezing”

Response flow for AI:

1. Check record data → “Do all contacts or properties in the Letter Pack have complete address and role details?”

2. Check pack selection → “Can you confirm you’ve chosen the correct Letter Pack for that record type?”

3. Browser/session check → “Please clear your cache, log out and back into Rezi, then try again in Chrome or Edge.”

4. Batch size → “If the pack is large, try sending smaller batches to prevent timeouts.”

5. Escalate if unresolved → “If the Letter Pack still fails, I’ll escalate this to Branding Support to check the template structure.”

Tone for AI:

• Reassuring and instructional (“These are usually quick fixes — let’s check the basics together first.”)

• Clear about boundaries (“If the pack template itself is causing the issue, our Branding Team can fix that.”)

• Encourages user confidence with step-by-step clarity.