StepChange Debt Charity

Pulse – Unable to Send Post or Correspondence

Summary

If you are unable to send post or correspondence in Pulse, it’s often due to specific client settings or missing information. This article outlines the common reasons and how to resolve them.

Common issues and Resolves

1. Household Unaware Status

If the client has selected “Household unaware”, postal correspondence will be automatically suspended to protect their privacy.

What to do:

If the client is happy to receive post, untick the “Household unaware” option.

This will re-enable the ability to send post.

If the client does not want to receive post for privacy reasons, suggest using email as an alternative.

2. Missing Client Name

 If the client’s full name (forename and surname) is not entered on their case, this will cause an error when attempting to send post.

What to do:

Check the client’s contact details.

Ensure both the forename and surname fields are completed.

Once entered, you should be able to send post as expected.

3. Email Sending Disabled

If email sending has been disabled, you won’t be able to send correspondence via this method.

What to check:

Go to the communication preferences or contact settings.

If email sending is disabled, it will be clearly marked.

If the client wishes to use email, re-enable the option with their permission.

FAQ’S

Q: Can we override the “Household unaware” setting?

A: Only if the client confirms they are happy to receive post. Otherwise, email may be used instead.

Q: What if the issue is still presenting?

A: Speak to a line manger or Point of Contact. If they can’t advise please raise a ticket and this will be investigated by our App Support team.

Revision History