How to Run a Mail Merge from Customers (Customers)

Mail merge lets you generate a personalized letter for a whole group of customers at once — a rate-change notice, a season-opening reminder, a thank-you — using a template that fills in each customer’s details. You can produce editable Word files, print-ready PDFs, or send it as a personalized email campaign. You start a merge from the customer list, and the group you merge is whatever your list filter currently shows.

Before you start

At least one mail merge template built for Customer records. Templates are written in the app’s built-in document editor — a full word processor with click-to-insert merge fields, no Microsoft Word needed (though you can also upload an existing .docx, which opens in the same editor). If none exist, the run screen links you to create one.
Decide who should receive it and filter the customer list to that group first (see List Customers) — the merge uses the filtered set.
For an email send: each customer needs an email address on file (customers without one are skipped, not failed), and your business address should be set in Settings (anti-spam law requires it on marketing email).

Steps

Go to Customers and filter the list to the customers you want (search and column filters). To include everyone, leave it unfiltered.
In the grid toolbar, click Mail Merge. For groups larger than 10 you’ll be asked to confirm; very large runs show a stronger confirmation.
On the Run Mail Merge screen, choose who gets it:
- The records I selected — the customers you just filtered to.
- A saved segment (if you have any) — a live audience that’s re-checked when the campaign runs, so anyone newly matching is included automatically.
Pick a template — only templates set up for customers are listed.
Choose the format:
- Word documents — editable, one file per customer.
- PDF documents — print- or email-ready, one file per customer.
- Send as email — each customer gets their own personalized email. A Subject line box appears (leave blank to use the template name).
(Optional) Click Preview first customer to see how the template fills in for one record before committing.
Click Run mail merge (or Queue mail merge / Queue email campaign for larger runs).

What happens next

Small runs finish right away and you land on a details page where you Download ZIP to get all the files.
Larger runs (and all email campaigns) are processed in the background — you’re taken to a status page that refreshes itself, and you can keep working. When a document run finishes, the Download ZIP button appears. For an email campaign you’ll see sent / skipped / failed counts when it completes.
Every marketing email includes an unsubscribe link; recipients who have opted out are skipped automatically.
A merge run is limited to 5,000 records. If your filter matches more, narrow it and run in batches.

Tips & best practices

Filter, then merge. The toolbar button always picks up the full filtered list — not just the page you can see — so your filter is your audience.
Preview before a big send to catch template placeholders that don’t fill in the way you expect.
Use a saved segment for recurring sends (e.g. “Commercial customers”) so you don’t have to rebuild the filter each time — it re-resolves to a current list at run time.
Add your business address in Settings before emailing — without it, emails are more likely to be flagged as spam.
Word vs. PDF: choose Word if staff will tweak wording per customer before printing; choose PDF for a fixed, ready-to-send document.

Troubleshooting

“Select at least one customer for the mail merge.” / “No customers to merge.” — your filter matches zero customers. Adjust it and try again.
Mail merge is blocked at 5,000 — narrow the filter; a single run caps at 5,000 records.
The template dropdown is empty — you have no customer-type templates yet. Use the link on the run screen to create one.
“Pick a segment or switch back to selected records.” — you chose the saved-segment option but didn’t select a segment. Pick one, or switch back to your selected records.
A segment “currently matches no records” — its filters exclude everyone right now; adjust the segment and retry.
Some customers were skipped on an email send — they have no email address on file; that’s expected. Add emails on those customers (Update Customer) if you want to reach them.

List Customers — filter the list to build your merge audience
Update Customer — add missing email addresses before an email campaign
Customer Summary (Profile Page)