Frequently asked questions
Short answers to the questions we hear most often. Each one links to the guide that explains it in full.
Getting started
Section titled “Getting started”How do my colleagues get access to Lethra?
Section titled “How do my colleagues get access to Lethra?”By invitation. Under Your Company, open the Members & billing tab and, under Pending invites, either send an invite by email or choose Create invite link to send the link yourself. See Team and access.
I am joining a firm that already uses Lethra. Should I sign up?
Section titled “I am joining a firm that already uses Lethra. Should I sign up?”No. Wait for the invite from your firm. If you sign up instead, you end up in a separate workspace of your own. See Signing in and your workspace.
I chose Finish later during setup. How do I get back to it?
Section titled “I chose Finish later during setup. How do I get back to it?”The setup does not come back on its own. Pick it up again from Your Account with Continue setup. See Setting up your funeral home.
What is the difference between a case, a lead and a contact?
Section titled “What is the difference between a case, a lead and a contact?”A case is one record per deceased person, listed under Cases in the sidebar. A lead is a family who has been in touch or started a plan; you find them under Growth, in the Leads tab, and you turn one into a case with Create case once you take on the funeral. Contacts is the list of every person your funeral home deals with, whether they are on a case, a lead or a newsletter subscriber. See What Lethra is and Contacts.
What do I need to fill in to open a case?
Section titled “What do I need to fill in to open a case?”Only the first and last name are required. Add the primary contact’s email as soon as you can: it is where the family portal invite goes, and the address the agent writes to. See Creating your first case.
The agent and approvals
Section titled “The agent and approvals”Will the agent email a family without my approval?
Section titled “Will the agent email a family without my approval?”Not by default. The agent drafts and a person approves. A firm can let it send to families on its own with the Family emails switch, in the Agent email section of the Company tab under Your Company. It is off by default. See Working with the agent.
Which address do the agent’s emails come from?
Section titled “Which address do the agent’s emails come from?”Either your own Gmail, once you connect it under Your Account with Enable email sending, or the agent mailbox. Each draft shows which one it will use, and you can switch with Use my Gmail or Use agent mailbox. Save as rule remembers your choice for that kind of email. See Working with the agent.
An email did not go out. What should I do?
Section titled “An email did not go out. What should I do?”It comes back to the inbox as Email did not go out, with the reason. Choose Retry to try again. If it bounced, the address is probably wrong: check it on the case, then ask the agent to send it again. See The inbox, in depth.
How do we avoid two people calling the same family?
Section titled “How do we avoid two people calling the same family?”On the inbox item, choose I’m on it. Your name appears on the item for everyone, and Let go takes it off again. See The inbox.
Families and the portal
Section titled “Families and the portal”What can a family see in the portal?
Section titled “What can a family see in the portal?”Only their own case, and only the parts you share. They never see your other cases, your inbox, your internal notes, prices, or anything in Growth, Leads, Ads or Calls. See Sharing with the family.
Why can’t I see the Invite Family button?
Section titled “Why can’t I see the Invite Family button?”It only appears once the portal is turned on for your firm. Under Your Company, open the Portal tab and switch on Enable Family Portal. See Family portal settings.
The family has no email address yet. Can I still invite them?
Section titled “The family has no email address yet. Can I still invite them?”Yes. Without an email on the primary contact, Invite Family copies an invite link instead, so you can send it yourself in your own message. See Sharing with the family.
A family member says they cannot sign in. What is wrong?
Section titled “A family member says they cannot sign in. What is wrong?”Usually they are trying the staff sign-in. The portal has its own address, so send it to them again. See Sharing with the family.
Can I remove a family member’s access?
Section titled “Can I remove a family member’s access?”There is no button for that yet. Turning the portal off stops new invites, but does not take away access someone already has. Ask Lethra to remove it. See Family portal settings.
First Call and the phone
Section titled “First Call and the phone”Does the phone receptionist answer outside opening hours?
Section titled “Does the phone receptionist answer outside opening hours?”Only if you have turned on after-hours coverage. Otherwise, a call outside your hours is forwarded to your configured number, or hears a short closed message if no number is set. See The AI phone receptionist.
Can First Call tell visitors our prices?
Section titled “Can First Call tell visitors our prices?”Yes, if your prices or packages are in your company knowledge or on your website, and it adds that your team gives an exact quote. It never makes up, estimates or negotiates a price. See First Call, the website chat.
What happens when someone tells First Call that a person has just died?
Section titled “What happens when someone tells First Call that a person has just died?”It asks right away whether your team should call, and gives your phone number. If the family leaves a phone number or email, your team is alerted straight away and an urgent item appears at the top of the inbox for everyone at the firm. See First Call, the website chat.
Documents
Section titled “Documents”How do I share a document with the family?
Section titled “How do I share a document with the family?”On the case’s Documents tab, turn on the share toggle next to the file. A check mark means the family can see it. A document is never visible just because the agent prepared it. See Documents.
Can I import our existing Word documents?
Section titled “Can I import our existing Word documents?”Yes. Use Import Word file on the Documents page and choose A new document or A reusable template. Files can be up to 15 MB. See Documents.
Growth and eLys
Section titled “Growth and eLys”Can Lethra spend money on ads without me?
Section titled “Can Lethra spend money on ads without me?”No. A campaign spends nothing while it is a draft, and arrives on the platform paused even after you publish it. It only starts spending once you click Start delivery and confirm. The agent never sets a campaign live. See Ads.
Why don’t I see eLys?
Section titled “Why don’t I see eLys?”eLys only appears for firms registered in the Flemish Region, and only once Lethra has switched it on for your firm. If you do not see it, ask Lethra to turn it on. See Connecting eLys.
Does Lethra submit the inlichtingenfiche for me?
Section titled “Does Lethra submit the inlichtingenfiche for me?”No. Lethra searches, links, compares and imports on your behalf, and can prefill the draft. Submitting the inlichtingenfiche, and every change after that, is always done by a person at your firm. See eLys for Flanders.
Was this page helpful?
Thank you. We read every reply and use it to improve the guides.