Performing a mail merge

1. On the top bar, click the Search arrow and click the entity you want to use in the mail merge.

   The available merge fields depend on the context you're in, so ensure you start the merge in the correct context. For example, to include merge fields from the opportunity table, start the merge process in the context of an opportunity.

2. Enter your search criteria and click Find.
   
3. Select the record to use in the mail merge.
   • To use a single record, click the record link and click the Documents tab. Then, click Merge to Word or Merge to PDF.
   • To use all records that are returned for your search criteria, click Merge to Word or Merge to PDF.
4. Click the template you want to use. Mail merge templates are available only in the context with which they're associated. For example, only case templates are available in the case context. If you use a template outside its context, the merge fields won't convert successfully.
• If a mail merge template is not visible in the context of a particular entity, ensure the template is assigned to the correct entity and is not a private template.
• You can modify an HTML template to add custom text, insert Sage CRM merge fields, and apply custom formatting. For more information, see Creating a template using the text editor.
• If you have existing Word templates that you want to modify during the merge process, you must convert them to HTML first and then upload them to Sage CRM.
• You can create and upload new Word templates. For more information, see Creating a Word template. Ensure the template does not contain column, section, or line breaks.
  
• To preview the merged document, click Preview Merge. If you're merging multiple records, the preview shows only the first record in the group. Disable any active pop-up blockers to view the preview.
5. Click Merge and Continue.
   • To create a communication record with the merged document attached, select Create Communication.
   • To see the merged document, click View merged document.
6. Click Continue.
7. If you selected Create Communication, complete the Details panel fields and click Save. If you created a merged document for all contacts in a search list, saved search, or group, a communication record is created for each contact. You can view the merged document as an attachment on the communication record.
8. To send the merged document to a customer, you must attach it to an email. For more information, see Sending an email.