# Lethra help center (English) > Practical guides for funeral directors using Lethra: cases, the AI agent, family email, the family portal, documents, the phone receptionist, growth tools and multi-brand groups. --- # What Lethra is > How a case moves through Lethra from the first call to a closed file, which part of the platform handles each step, and what the nine case stages mean. Lethra is one workspace for the whole of a funeral case: the family, the paperwork, the schedule, and the dozens of small follow-ups in between. Instead of a case living across a notebook, a shared mailbox and three folders on a desktop, it lives in one file that everyone in your firm can see. This page is the map. It explains the shape of a case, names every part of the platform, and points you at the guide for each one. ## The shape of a case Almost every case follows the same path, whatever the family chooses. 1. **A call comes in.** Often out of hours. Lethra can answer, take the essentials and open a record so nothing is lost before you get to it. 2. **You open a case.** One record for the deceased, with the family contacts, the key dates and the service you are arranging. 3. **The admin starts.** Documents to gather, declarations to file, suppliers to confirm. Lethra keeps this as a list of real tasks rather than a memory exercise. 4. **The family talks to you.** Mostly by email. Every message sits on the case, so anyone picking it up sees the full conversation. 5. **The service is scheduled.** Viewing, ceremony, burial or cremation, with the people and places attached. 6. **The file closes.** Everything stays searchable, so a question two years later takes a minute instead of an afternoon. ## The nine stages Every case carries a **status**, which is how you and your colleagues know where it stands at a glance. These are the stages a case moves through. (Screenshot: The top of a case: the name and dates, Invite Family, and the stages from First Call to Aftercare, with Arrangements Confirmed selected.) | Stage | What it means | | --- | --- | | First Call | The death has been reported to you. Often only a name and a phone number so far. | | Arrangement Conference | You are sitting down with the family to decide what happens. | | Arrangements Confirmed | The family has decided. The shape of the funeral is now fixed. | | In Care | The deceased is in your care. | | Pending Documents | You are waiting on paperwork before something else can move. | | Service Scheduled | Date, time and place are set. | | Service Complete | The funeral has taken place. | | Aftercare | The service is done, but the file is not. Ashes, follow-up. | | Closed | Everything is finished. The file stays searchable. | You set the status by hand, and you can move backwards as easily as forwards. Nothing is locked. Your firm's list of stages is part of your company settings, so if your own process uses different names, the stages can follow it. ## The parts of the platform Down the left of the screen are seven places. That is the whole navigation, and it does not change from firm to firm. (Screenshot: The Lethra sidebar, showing Assistant, Cases, Inbox, Contacts, Meeting Notes, Growth and Documents, with Cases selected.) - **Assistant** is where you land when you sign in. Lethra's chat, for questions about a case or about your firm. - **Cases** is where your cases live. One record per deceased person. This is where you will spend most of your time. - **Inbox** is everything that needs a person: drafts to approve, questions from the agent, families to call back. The conversations themselves live on each case. - **Contacts** is one list of everyone your funeral home deals with: families, people planning ahead, enquiries and newsletter subscribers. - **Meeting Notes** keeps notes from arrangement conferences and other meetings. - **Growth** covers the commercial side: the people who have been in touch, where they came from, and the campaigns you are running. - **Documents** holds your templates and the files generated from them. Underneath sit **Your Company**, for the firm's settings and your team, and **Your Account**, for your sign-in email and your own connections, such as your calendar and your Gmail. Phone calls, leads and ad campaigns all exist, but they are reached from inside Growth and from the cases they belong to rather than from their own place in the sidebar. > **Note:** A note on words. A **case** is one record per deceased person: the funeral you > are arranging. A **lead** is a family who has been in touch or started a plan, > listed under **Growth**, and becomes a case once you take on the funeral. > **Contacts** is the list of everyone your funeral home deals with, whatever > their role. ## Who sees what There are two completely separate ways into Lethra. **Your team** signs in at the staff sign-in and sees everything above. Colleagues join by invitation. **Families** sign in to the **Family Portal**, which is a different door entirely. A family sees only their own case, and only the parts you have chosen to share. They never see your inbox, your other cases, your internal notes or your numbers. See [Sharing with the family](/docs/getting-started/family-portal/). ## Where to go next If you are new, read these in order. 1. [Signing in and your workspace](/docs/getting-started/signing-in/) 2. [Creating your first case](/docs/getting-started/first-case/) 3. [Working with the agent](/docs/getting-started/the-agent/) 4. [The inbox](/docs/getting-started/the-inbox/) 5. [Sharing with the family](/docs/getting-started/family-portal/) Source: https://lethra.ai/docs/getting-started/what-lethra-is/ --- # Signing in and your workspace > How invitations and sign-up work, what each item in the sidebar does, and where to find your account, your language and your firm's settings. Colleagues join Lethra by invitation. Somebody at your firm creates the invite and sends it to you, and you follow the link to make your account. If your funeral home is new to Lethra, use **Sign up** on the sign-in screen instead. Lethra then walks you through a short setup: naming your funeral home, reading your website, choosing whether to keep that website or get a new one, and the first settings ([Setting up your funeral home](/docs/getting-started/setting-up/) walks through each step). If you are joining a firm that already uses Lethra, wait for the invite rather than signing up, or you will end up in a separate workspace of your own. If you choose **Finish later**, the setup does not come back on its own. Pick it up again from **Your Account** with **Continue setup**. Only the person who created the workspace goes through this setup; colleagues you invite go straight to the dashboard. ## Signing in Go to your firm's Lethra address and sign in with your work email and password. (Screenshot: The Lethra staff sign-in screen, with email and password fields and a Sign In button.) If you have forgotten your password, use **Forgot password?** on this screen. A reset link goes to your work email. The link is single use, so if you request two, only the newest one works. > **Caution:** This is the staff door. Families do not sign in here. They use the Family Portal, > which is a separate address and shows only their own case. If a family member > says they cannot sign in, check which of the two they are trying. ## Finding your way around Everything Lethra does is down the left of the screen. There are seven places, and the list is the same for every firm. Below them sit your recent Assistant conversations. You can collapse the sidebar with **Collapse** if you want the room. | Where | What it is for | | --- | --- | | Assistant | Where you land on sign-in. Lethra's chat, for a case or the firm. | | Cases | Your cases. One record per deceased person. | | Inbox | Everything that needs a person: drafts, the agent's questions, calls to return. | | Contacts | Everyone your funeral home deals with: families, planners, enquiries, subscribers. | | Meeting Notes | Notes from arrangement conferences and other meetings. | | Growth | The commercial side: leads, campaigns and your website. | | Documents | Templates, and the documents generated from them. | (Screenshot: The Lethra sidebar, showing Assistant, Cases, Inbox, Contacts, Meeting Notes, Growth and Documents, with recent conversations below.) At the bottom, click your name to find **Your Company** and **Your Account**. The difference matters, so it is worth being clear about it. (Screenshot: The menu under your name at the bottom of the sidebar, with Your Company, Your Account and Sign Out.) ## Your Account and Your Company **Your Account** is you. Your sign-in email, your own connections such as your calendar and your Gmail, and **Replay onboarding** if you want to go through the setup again. Changing anything here affects only you. To change your password, use **Forgot password?** on the sign-in screen. (Screenshot: Your Account: your sign-in email, Replay onboarding, a connected Google account for calendar and Gmail, and your mailbox preferences in plain words.) **Your Company** is the firm. Your details, your team and who has access, and the settings that everyone works inside. Changing something here affects all of your colleagues, so treat it with more care. If you are the first person at your firm, it is worth going through **Your Company** before you open your first case, so that names, addresses and stages are right from the start rather than corrected later. ## Working in your own language Lethra speaks English, French and Dutch, with Flemish as a variant of Dutch. Change it with **Language Settings**, on the **Company** tab of **Your Company**. The whole interface changes immediately, and your browser remembers the choice, so a colleague on their own computer can keep working in another language. The same setting is also saved as your firm's language, which Lethra uses for things like the documents it drafts. See [Language and region](/docs/setup/language-and-region/). (Screenshot: Business Information under Your Company, with Language Settings set to English, the timezone, and Region set to Flanders (Belgium).) Your screen language does not decide how families are written to. When the agent writes to a family, it writes in the family's language, not yours. So a Dutch-speaking family gets Dutch email even if you are working in English. See [Working with the agent](/docs/getting-started/the-agent/). This help centre is in the same three languages. Use the language picker at the top of the page. ## Signing out **Sign Out** is in the menu under your name, at the bottom of the sidebar. Do use it on a shared machine: a signed-in session gives access to every case in the firm, including family contact details. ## Next Open your first case: [Creating your first case](/docs/getting-started/first-case/). Source: https://lethra.ai/docs/getting-started/signing-in/ --- # Setting up your funeral home > The seven setup steps after you sign up, from your website and First Call to your first ads, and the launch board that keeps track of what is still running. After you sign up, Lethra walks you through seven short steps. Most of the work happens in the background while you answer the next question, so the whole setup takes about ten minutes. Nothing goes live without your approval: not your website, not your ads. You can stop at any time with **Finish later**. The setup does not come back on its own; pick it up again from **Your Account** with **Continue setup**. ## 1. Your name and website Type the name of your funeral home and the address of your current website. If you do not have one yet, choose **I don't have a website**. (Screenshot: The first setup step: the funeral home's name, its current website address, and a link for funeral homes without a website.) When you continue, Lethra starts reading your website. You do not have to wait for it. ## 2. Is this you? Lethra fills in what it found on your website: your address, phone number, email, a short description, your colors and your services. The card at the top shows how families will see you, and changes as you edit. (Screenshot: The Is this you? step: a preview card with the funeral home's colors, contact details, description and services, and the fields to change them underneath.) Anything you type yourself is kept, even if the website read finishes later. Upload your logo here too. If your logo is dark, add a light version for dark backgrounds. Your services matter more than they look. Lethra uses them on your website, in First Call's answers and in your ads. ## 3. Your website Choose what to do with your website. Lethra marks one choice as **Our suggestion**, with the reason underneath. For example, a site that does not work well on phones gets a new website suggested. - **Give me a new website.** Pick one of three designs. They are already filled with your name, details and colors. Lethra saves your pick as a draft and keeps improving it while you continue. You publish it yourself, from **Website**, when you are happy with it. - **Keep my website, add First Call.** You get a small snippet to paste on your site, with the steps for your website builder (Wix, Squarespace, WordPress, GoDaddy or another). **Email these instructions** opens an email to your web developer with everything in it. **Check installation** tells you whether the snippet is on your site yet. - **Move my site to Lethra.** Lethra copies your current site as it is, so you can manage it here. Your current site stays online and unchanged. (Screenshot: The website step with the three choices, keeping the current website suggested, the First Call snippet and the install steps for Wix.) (Screenshot: The three website designs, each already showing the funeral home's own name and phone number.) Not sure yet? Choose **Decide later**. You can always come back to it under **Website**. ## 4. First Call on your website and phone **On your website**, choose what First Call helps families with: someone who just passed, general questions, or planning ahead. The preview shows what visitors see, in your colors. **On the phone**, First Call answers on its own number. Choose **Request a number** and Lethra sets one up within one business day. You then forward your existing line to it, or publish it. Fill in: - **Your own phone number**: where calls go when First Call does not answer. - **Urgent number**: the number behind the **Call now** button in urgent chats. Leave it empty to use your main number. - **Opening hours**: First Call answers your calls during these hours. Choose **We're available 24/7** if you never close. - **Also answer outside opening hours**: switch this off to send calls outside your hours straight to your own number. (Screenshot: The First Call step: what First Call helps with and a preview of the chat, then the phone settings with the number request, opening hours and after-hours answering.) ## 5. Team and mailbox Type your colleagues' email addresses. Each one gets an invitation by email. Connect Gmail so drafts go out from your own address. Without it, Lethra sends from its shared mailbox. (Screenshot: The team step: email addresses for invitations and a button to connect Gmail.) ## 6. Your first campaign Lethra prepares one campaign on every channel at once: - **Facebook & Instagram**: image ads in the feeds and stories of people near you. - **Google Search**: text ads when families search for a funeral home near you. - **ChatGPT**: a sponsored card when people ask ChatGPT for help with a funeral. The brief is written for you from your services and your town. Set one total daily budget; Lethra splits it over the channels. Change any amount, or switch a channel off. Under **Ad accounts**, choose **Lethra sets them up for me** and Lethra creates your Facebook page and ad account. Or choose **I'll connect my own** and connect your accounts later under **Your Company > Connections**. (Screenshot: The campaign step: the brief, the three channels with a daily amount each, the total daily budget and the ad account choice.) Choose **Draft my campaigns** and you see each ad appear in its real form while Lethra writes it and designs the image. (Screenshot: The campaigns being drafted: a Facebook post, a Google search result and a ChatGPT card, the last one still designing its image.) Your campaigns stay drafts. Nothing is shown to anyone, and nothing is spent, until you review and approve each one under **Growth**. ## 7. Your launch board The last step shows your launch board: every part of your setup, where it stands, and the next step for each. It updates as things finish. (Screenshot: The launch board: the website being personalized, the phone number requested, the forwarding number set, and each ad campaign with its next step.) Each row has one of four states: | State | Meaning | | --- | --- | | Done | Running. Nothing to do. | | In progress | Lethra is working on it, for example writing your ads. | | Waiting | Waiting on someone else, for example your phone number. | | To do | The next step is yours. Click the row to go there. | After setup, the board stays in your sidebar as **Your launch**, with how many parts are ready. It disappears once everything is done, or when you close it. (Screenshot: The Your launch board opened from the sidebar, over the Inbox.) Source: https://lethra.ai/docs/getting-started/setting-up/ --- # Creating your first case > Every field on a new case explained, what the seven tabs hold, and which details the agent needs before it can be useful. A case is one record for one deceased person, and everything else hangs off it: the family, the services, the documents, the email. Getting the first few fields right takes two minutes and saves a great deal later, because almost everything Lethra does automatically is driven by what is on this record. Open **Cases** and click **New case**. ## The fields Only two fields are required. Everything else can be filled in as you learn it, and most of it you will not know during the first phone call. (Screenshot: The New case form, filled in during a first call: the deceased's details, the case status set to First Call, and the primary contact with phone and email.) ### Deceased Information | Field | Required | Notes | | --- | --- | --- | | First Name | Yes | | | Last Name | Yes | | | Date of Birth | No | | | Date of Death | No | Drives deadlines, so add it as soon as you know it. | | Place of Death | No | The hospital, home or care facility. | | National Register Number | No | The national identification number. Needed for most official paperwork. | ### Case Status Where the case stands. It defaults to **First Call**, which is almost always right for a new record. The full list of stages and what each one means is in [What Lethra is](/docs/getting-started/what-lethra-is/). ### Primary Contact (Next of Kin) The one person you will actually deal with. Name, their relation to the deceased (spouse, son, daughter), phone and email. The **email address matters more than the rest**. It is the address the family portal invite goes to, and the address the agent writes to. A case with no contact email is a case where Lethra cannot help you with correspondence. You are not limited to one person. Once the case exists you can add more contacts and mark any one of them as primary, which is worth doing when a family has two siblings who both want to be kept informed. ## What the agent needs The agent works from what is on the record. It is not guessing, and it will not invent facts. In practice it becomes useful once it has: - **The contact's name and email.** Without these it cannot write to anyone. - **The date of death.** Most deadlines are counted from it. - **The service type**, once decided, so it knows what it is arranging around. You do not have to fill these in before you start. The agent simply does more as the record fills out. ## The seven tabs Once a case is open, its work is split across tabs. (Screenshot: A case in Lethra, with the stages running across the top and the Overview tab showing the deceased's details and two contacts.) | Tab | What lives there | | --- | --- | | Overview | The core record: the deceased's details, the contacts, the status. | | Services & Tasks | What is being arranged and everything still to do. | | Documents | Files gathered and generated for this case. | | Family notebook | What the family has shared in the [Family Portal](/docs/getting-started/family-portal/), the documents you asked them for, and who is in the portal. | | Notes | Internal notes, including from meetings. | | Agent | What the agent has noticed, and what it suggests next. | | Assistant | Ask questions about this specific case. Appears once the case has its own agent mailbox. | Most of your day is the Overview and Services & Tasks tabs. The row of stages across the top is the status. Clicking one moves the case straight there, which is quicker than opening the form. ### Services A service is a thing that happens at a time and a place: **Burial**, **Cremation**, **Direct Cremation**, **Memorial Service**, **Graveside Service**, **Viewing**, **Celebration of Life**, or **Other**. A case often has more than one, such as a viewing on the Thursday and a cremation on the Friday. The family sees every service in their portal, with the date, time and place you fill in, so adding them properly is what saves you the "what time is it again?" phone calls. Tasks live on the same tab, under the services, with the open ones first and the finished ones collapsed underneath. (Screenshot: The Services & Tasks tab: the services arranged from the catalogue with their total, and below them a viewing and a cremation with their dates and places.) ## Editing later Nearly every field on the Overview tab can be edited in place: click it, change it, and it saves. You do not need to open a separate edit screen, and there is no save button to hunt for. > **Caution:** Deleting a case is permanent. It removes the file and everything attached to it, > including services, documents and linked notes, and it cannot be undone. If a > case was opened by mistake, deleting is right. If a family simply went elsewhere, > setting the status to **Closed** keeps the history. ## Next Now let the agent pick up the admin: [Working with the agent](/docs/getting-started/the-agent/). Source: https://lethra.ai/docs/getting-started/first-case/ --- # Working with the agent > What the agent does on its own, what always waits for your approval, how the briefing works, and how to ask it for something directly. The agent is the colleague that takes the administrative half of a case. It reads the file, notices what is missing, prepares the work, and comes back to you when a decision or a signature is needed. The rule that matters most is simple, so it is worth stating before anything else. > **Caution:** **By default, nothing reaches a family without a human approving it.** The agent > drafts; you approve. A firm can choose to let the agent send to families on its > own, with **Family emails** in the **Agent email** section of the **Company** tab > under **Your Company**. Unless someone turns that on, no email reaches a family > because the agent decided it should. ## What it does on its own These things happen without you asking. - **It reads the case** and keeps track of what is still open. - **It drafts emails to the family**, in the family's language, from what the case already says. - **It prepares documents** from your templates, filling in what it knows. - **It records what it learns.** If a family mentions a change to the ceremony in a reply, that lands on the case, not just in a mailbox. - **It remembers to come back.** If it is waiting on a document or an answer, it schedules its own follow-up rather than forgetting. ## What always waits for you - **Emails to families are drafted for your approval.** They wait in the [inbox](/docs/getting-started/the-inbox/) until someone approves them, unless your firm has chosen to let the agent send on its own. - **Emails to suppliers wait too.** Unless your firm turns on automatic sending for them under **Your Company**, **Vendors**, **Outbound emails**. - **Decisions stay yours.** When the agent reaches something it should not decide alone, it asks you a question in the inbox and waits for the answer. - **Documents are prepared, not filed.** Anything official is yours to check and submit. - **Nothing is shared with a family** until you invite them and choose what they see. ## The briefing Each case has an **Agent** tab, and at the top of it is the briefing. It is the agent's answer to "where is this case, and what should I do next?", written fresh rather than pulled from a checklist. (Screenshot: The Agent tab on a case: the case agent header with its mailbox and 2 waiting on you, the agent briefing with What matters right now and Next steps, and the start of the Waiting on you list.) It has two parts: - **What matters right now** is the state of the case in a few lines. The things that are unusual, late, or waiting. - **Next steps** is what the agent would do next, in order. When there is genuinely nothing outstanding it says so rather than inventing work. The briefing shows when it was last updated, so you can tell whether you are looking at something written before or after this morning's phone call. The briefing is the fastest way back into a case you have not touched for a few days, and it is worth reading before you ring a family back. ## Asking it directly Once a case has its own agent mailbox, which Lethra sets up for you, a bar at the bottom of every tab reads *Ask the agent anything…*. What you type opens in the case's **Assistant** tab, where the conversation carries on. You can also talk to it by voice. It has the whole case in front of it, so you can ask in plain language rather than going to find the answer yourself. (Screenshot: The Assistant tab on a case: a question about the documents still needed before the cremation, the agent's answer, and the Ask the agent anything bar at the bottom.) Useful things to ask: - What is still missing from this file? - Draft a reply to the daughter about Thursday's viewing. - What did we agree about the flowers? - Which documents do we still need before the cremation? There is also **Assistant** in the main sidebar. That one is not tied to a single case, so use it for questions across the whole firm rather than about one family. ## Which mailbox it sends from Lethra can send from two places, and this catches people out, so it is worth understanding. - **Your Gmail**, so the family sees the message coming from you personally. Connect it once under **Your Account**, with **Enable email sending**. - **The agent mailbox**, a separate address the agent uses for each case, on your firm's own domain if you have set one up under **Your Company**. Before you approve a draft you can see which one it will go from, and switch it for that message with **Use my Gmail** or **Use agent mailbox**. (Screenshot: An agent draft marked From agent mailbox, with Approve and send, Discard, Use my Gmail and Save as rule beneath it.) **Save as rule** teaches the agent that preference for this kind of email, so you are teaching it once rather than correcting it weekly. Your saved preferences are kept under **Your Account**, where you can also write them in plain words. Most firms end up sending family correspondence from a personal Gmail and supplier or administrative email from the agent mailbox. ## What it will not do Being clear about the limits is the point of trusting it with the rest. - It does not invent facts. If the case does not say where the service is, the draft will not guess. - It does not send anything to a family on its own, unless your firm has turned that on. - It does not decide pricing, or commit your firm to a supplier. - It does not act on a phone call it did not handle. If you agreed something on your mobile, the agent only knows once it is on the case. ## Next Approving what it writes: [The inbox](/docs/getting-started/the-inbox/). Source: https://lethra.ai/docs/getting-started/the-agent/ --- # The inbox > What lands in the inbox, who sees what, and how to clear it, from approving the agent's drafts to answering its questions and calling families back. The inbox is the list of things that need a person. The agent, your website and your phone line put them there: a draft to approve, a question the agent should not answer alone, a family to call back. You deal with each one, and it leaves the list. When the inbox is empty, nothing is waiting on you. It is not a history of every conversation. That lives on each case, on the **Agent** tab, where every email, call and note is kept in order. ## What lands in the inbox | Item | What it is | What you do | | --- | --- | --- | | Approve email | A draft the agent wrote to a family or a supplier | Edit it, then approve and send, or discard it | | The agent needs a decision | A question only your team can answer, such as a date that differs from eLys | Answer the agent, or mark it done | | First Call | A family told your website someone just passed, or is close to passing, and left a way to reach them | Call them | | Wants to talk now | A family asked on your website to speak to someone straight away | Call them back if nobody picked up | | Call back | A website contact form, or a message left with the website assistant or the phone receptionist | Call or email them | | Condolence to review | A condolence posted on one of your obituaries | Publish or hide it | | Email did not go out | An email that failed to send or bounced | Try again, or check the address on the case | | Message from the family | A family wrote through their portal | Answer them by phone or email, then mark it done | ## How it is laid out The list is on the left, the item you are looking at on the right. (Screenshot: The Lethra inbox. On the left, two urgent items, three items under For you and one under Team. On the right, the agent's draft reply to a family, with the family's question above it and Approve & send and Discard beneath it.) The list has three sections. - **Urgent** holds First Calls, families asking to talk now, and phone messages the receptionist marked urgent. Everyone at the firm sees these. - **For you** holds everything on the cases you are responsible for: the cases you created, and the cases where you have an open task. - **Team** holds everything else: items on cases shared with the whole team, and items not tied to a case yet, such as a website enquiry. Each line says in plain words what is being asked, who it is about, and how long it has been waiting. The number next to **Inbox** in the sidebar is how many items are open. ## Dealing with an item Open an item and what you need is on the right: the message the draft answers, the number to call, the condolence to read. The buttons below it do the work. ### Approving a draft (Screenshot: The draft card: the agent's reply to a family, marked From agent mailbox, with Approve & send, Discard, Use my Gmail and Save as rule beneath it.) **Approve & send** if the draft is right. **Discard** if it is wrong, or the situation has moved on. To change the wording first, click the text and edit it in place: the email that goes out is exactly what you see. Take the extra few seconds on anything sensitive. The agent writes well, but it does not know that this particular family fell out last year. Drafts can carry attachments, and you can add or remove them before approving. ### Answering the agent (Screenshot: The agent's question about a date of death that differs from eLys, with a box to answer the agent, a Send to the agent button, and I'm on it and Mark done beneath.) When the agent needs a decision, it asks one plain question. Type your answer and choose **Send to the agent**. Your answer goes to the agent on that case, never to the family, and the agent carries on from there. If you dealt with it another way, choose **Mark done**. ### Calling someone back First Calls and callbacks show the person's name, number and message. On a phone, **Call** dials the number. Once you have spoken to them, choose **Mark handled**. (Screenshot: A callback in the inbox: the receptionist's summary of an after-hours call, the caller's name and number, and a button to call them back.) ## Not calling the same family twice On anything someone has to go and do, **I'm on it** tells your colleagues you are handling it. Your name appears on the item for everyone, so two people do not call the same family. **Let go** takes your name off again. ## Done Handled items move to **Done**. They stay there for 7 days, with who handled them and how, so you can check that something was dealt with. (Screenshot: The Done tab: an approved email, marked Approved by Demo, and a callback marked Handled by Lotte Claes.) ## Cases that are not shared By default every case is shared with the whole team, so anyone can pick up its items. For a case only certain people should handle, turn off **Share inbox items with the whole team** on the case's **Agent** tab. Its items then go only to the person who created the case and the people with open tasks on it. This changes who is asked, not who can see the case: everyone at your firm can still open it. To see items on cases that are not shared with you, for example while a colleague is away, turn on **Include cases not shared with me**. ## A sensible routine 1. Start with **Urgent**. Those are families waiting on a call. 2. Clear **For you**: approve drafts and answer the agent. 3. Look at **Team** for anything nobody has picked up yet. ## Next Give the family their own view of the case: [Sharing with the family](/docs/getting-started/family-portal/). Source: https://lethra.ai/docs/getting-started/the-inbox/ --- # Sharing with the family > How to invite a family to their own case, exactly what they can and cannot see, and what they can do once they are in. The Family Portal gives a family their own view of their case: what is arranged, when it is happening, and the documents that concern them. It exists to stop the same three questions arriving by phone on a Tuesday afternoon. It is a separate door from the staff sign-in, and it is deliberately narrow. A family sees their case and nothing else. ## Inviting a family From the case, use **Invite Family**. The button only appears once the portal is turned on for your firm, under [Family portal settings](/docs/setup/family-portal-settings/). If the primary contact on the case has an email address, Lethra emails them the invite straight away. If there is no email yet, Lethra copies an invite link instead, so you can send it yourself inside a message you have already written. That is why the contact email matters so much when you are [creating a case](/docs/getting-started/first-case/). The family member then creates their own account with their own password, or signs in with a link emailed to them. (Screenshot: The Family Portal sign-in screen, showing email and password fields under a Family Portal heading.) > **Caution:** The portal is a different sign-in from yours. If a family member says the site > will not let them in, the usual cause is that they are trying the staff sign-in. > Send them the portal address again. You can invite more than one person. In the portal, each person is either the **Decision-maker** or a **Family member**. Everyone can share thoughts and documents. The decision-maker is the one who confirms choices. You choose who that is on the case's **Family notebook** tab, with **Make decision-maker**, which is useful when the person who decides is not the person you speak to most. (Screenshot: The bottom of the Family notebook tab: the documents asked of the family with their status, and Family in the portal, with Anneke as decision-maker and Make decision-maker next to Bart.) ## What the family sees Once signed in, a family member lands on **Your loved ones**, where their case is listed under **Current arrangements**. Next to it is **Your planning**, a private place for their own wishes. Inside a case there are five tabs. | Tab | What is on it | | --- | --- | | Overview | Where things stand: the next service, up to three things that need their answer, what is new since their last visit, the schedule, the people in the portal, and a box to message you. | | The farewell | A shared farewell note, organised by topic such as music, readings and flowers, with where each part stands. Proofs of the mourning letter and printwork to review, condolences, and the services you offer. | | Details | The deceased's details, which the family can help complete: family, wishes on record and practical matters. | | Documents | What you need from them, what you prepared for them, and anything else they upload. | | Conversations | Meetings and family talks they recorded, and what was picked out of them. | (Screenshot: The family portal view of a case, with Your loved ones and Your planning at the top, the Overview, The farewell, Details, Documents and Conversations tabs, a summary of where things stand, and the schedule with Add to calendar buttons.) ## What the family cannot see This is worth knowing precisely, because it is the question every funeral director asks first. They never see: - Your other cases, or any other family - Your inbox, or any conversation you have not sent to them - Your internal notes - Prices - Anything in Growth, Leads, Ads or Calls A family sees their own case and nothing else. ## What the family can do **See the schedule.** Services with dates and places, so the details are somewhere they can check at midnight without ringing you. **Add to calendar** puts a service in their own calendar. **Share their thoughts.** A song she loved, who should speak, the flowers. Lethra files each thought under the right topic. You reply and set where each part stands on the case's **Family notebook** tab. (Screenshot: The Family notebook tab on a case: a recorded arrangement conference, and the family's thoughts per topic, such as the viewing and the music, each with where it stands and a reply from the funeral home.) **Review proofs.** When you share the mourning letter or other printwork, they can confirm it or ask for a correction. **Read and upload documents.** They see what you shared, and what you asked them for. You ask from the **Family notebook** tab, for example with **Add the standard document checklist**, then approve what arrives or ask for another copy. This replaces the "can you email that again, it did not come through" loop. **Record a conversation.** A family talk or a meeting can be recorded or uploaded as a voice memo. Lethra picks out the wishes, decisions and open questions, and the family reviews them before anything is added. **Message you.** What they send lands in your [inbox](/docs/getting-started/the-inbox/) as a message from the family. **Ask about services.** They can show interest in services you offer. You see the request on the case. **Plan ahead.** **Your planning** is where someone can record their own wishes in a guided conversation, and invite people they trust to help. That is separate from an active case, and from the chat on your website: someone who chooses to plan ahead there is handed over to **Your planning** (see [First Call](/docs/communication/first-call/)). ## Your planning **Your planning** is a quiet, private conversation with your funeral home's planning guide. It goes through your **Planning questions** one at a time, at the person's own pace, and saves each answer in their own words. What is saved so far is shown next to the conversation, so they can read along and correct anything. (Screenshot: Your planning in the portal: the conversation on the left, and on the right what the person has shared so far, such as the type of funeral, the music and the flowers.) Saved wishes are their wishes, not bookings: nothing is ordered or confirmed by being saved. If something urgent happens while they are planning, **Need help now?** at the top gives them your phone number and a direct way to tell you, through First Call's urgent path. (Screenshot: The Need help now? menu in Your planning: a call button with the funeral home's number, and Tell the funeral home now.) ## Getting the most out of it - **Invite early.** The portal is most useful in the first days, when the family has the most questions and you have the least time. - **Add services as soon as they are fixed.** The schedule is only reassuring when it is current, and an empty one prompts a phone call. - **Tell them what it is for.** One sentence when you send the invite, saying they can see the arrangements and upload photos there, gets far more families using it than an invite arriving with no explanation. ## Where to go next That is the whole of getting started. The rest of this help centre covers setup, daily work, communication, documents, growth and the eLys integration for Flanders in more depth. If you are stuck, ask the Assistant inside Lethra, or reply to any email from us. Source: https://lethra.ai/docs/getting-started/family-portal/ --- # Frequently asked questions > Short answers to the questions funeral directors ask most, each with a link to the guide that covers it in full. Short answers to the questions we hear most often. Each one links to the guide that explains it in full. ## Getting started ### 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](/docs/setup/team-and-access/). ### 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](/docs/getting-started/signing-in/). ### 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](/docs/getting-started/setting-up/). ### 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](/docs/getting-started/what-lethra-is/) and [Contacts](/docs/communication/contacts/). ### 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](/docs/getting-started/first-case/). ## The agent and approvals ### 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](/docs/getting-started/the-agent/). ### 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](/docs/getting-started/the-agent/). ### 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](/docs/communication/inbox-in-depth/). ### 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](/docs/getting-started/the-inbox/). ## Families and the portal ### 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](/docs/getting-started/family-portal/). ### 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](/docs/setup/family-portal-settings/). ### 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](/docs/getting-started/family-portal/). ### 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](/docs/getting-started/family-portal/). ### 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](/docs/setup/family-portal-settings/). ## First Call and the phone ### 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](/docs/communication/phone-receptionist/). ### 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](/docs/communication/first-call/). ### 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](/docs/communication/first-call/). ## Documents ### 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](/docs/documents-hub/documents/). ### 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](/docs/documents-hub/documents/). ## Growth and eLys ### 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](/docs/growth/ads-and-campaigns/). ### 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](/docs/elys/connecting/). ### 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](/docs/elys/overview/). Source: https://lethra.ai/docs/getting-started/faq/ --- # What Lethra costs > The software is free. You only pay for the intelligence, and your ad budget stays separate. Lethra's software is free: the website, First Call, the Receptionist, the ad engine, content, contacts, cases and the family portal. There are no plans, seats or contracts. ## What you pay for You only pay for the intelligence: the AI work Lethra does for you, such as calls answered, website conversations, posts and articles, cases and meeting notes. Each line is billed at cost, at what the AI and phone companies charge, with no Lethra margin on top. A small family home typically pays about US$41 a month. ## How Lethra stays free Lethra does not earn on your software bill. We are building a pre-need insurance offering together with funeral homes, and its commissions are designed to fund Lethra: 1. A family chooses a pre-need plan through your funeral home. Whether you offer it is your choice; the software stays free either way. 2. The family pays the same as buying the plan directly. The insurer pays a commission on it. 3. Your funeral home and Lethra share that commission. The offering is not live yet. Until it is, the software is free all the same. ## Your ad budget Your ad budget is separate. You choose it, and it goes straight to Meta and Google with no markup. It is never part of what you pay Lethra. ## Limits and groups You can set a monthly limit, and Lethra pauses before going over it. Groups use the same model per brand: each brand pays its own intelligence and sets its own ad budget. Use the calculator on [lethra.ai/pricing](https://lethra.ai/pricing) to estimate your own month. Source: https://lethra.ai/docs/getting-started/pricing/ --- # Company settings > The tabs under Your Company, what business information the agent relies on, and how workflow stages shape a case. Everything that applies to the whole firm, rather than to one person, lives under **Your Company**. It is worth setting up before your first case, because several tabs feed directly into how the agent works. ## The tabs Your Company is split into tabs, and each one has its own job. | Tab | What it holds | | --- | --- | | Company | Business information, agent email, knowledge, and workflow with your services catalogue | | Branding & style | Your logo, colors and wording for First Call and the family portal | | Vendors | Your suppliers, plus outbound calls and emails | | First Call | The website assistant and the phone receptionist | | Portal | The family portal switch | | Connections | Your ad accounts, and region-specific integrations such as eLys when your region unlocks one | | Members & billing | Team members, and a link to manage payments, invoices and subscriptions | **Branding & style** is how families see you. Add your logo for light and dark backgrounds, pick your colors, and change the wording of First Call if you want your own. (Screenshot: The Branding & style tab: the firm's logo for light and dark backgrounds, the brand and accent colors, and the conversation copy for First Call.) **Vendors** is the list of suppliers the agent may write to: the crematorium, the florist, the printer. When the agent comes across a new supplier on a case, it suggests it here for you to confirm. Below the list you choose whether its emails to suppliers wait for your approval. (Screenshot: The Vendors tab: a caterer suggested by the agent and awaiting confirmation, four confirmed suppliers, and the Outbound calls and Outbound emails switches.) ## Business information The Company tab starts with your firm's identity: name, address, phone, website, language, timezone and region. You can import most of this from your website with **Import from Website** rather than typing it out. To read your site again later, use the refresh icon next to the website field. (Screenshot: The Company tab under Your Company, with Business Information: name, address, phone, website, language, timezone and region.) - **Name, address, phone, website.** The basics the agent and your documents draw on. - **Timezone.** Used for scheduling and for when the agent decides something is happening "today" or "tomorrow". - **Business hours and days.** The hours your firm is open, used to judge whether a call or message has arrived after hours. - **Urgent alert email.** Where Lethra sends an email the moment a family signals an urgent situation. > **Note:** Changing anything here affects everyone at your firm, not just you. Your own > sign-in email and your own connections live under **Your Account** instead. See > [Signing in and your workspace](/docs/getting-started/signing-in/). ## Agent email Below business information is the **Agent email** section. Each case gets its own agent email address. By default these send from `@mail.lethra.ai`. Under **Sending domain** you can add your own domain, so the agent sends from your funeral home's address instead. See [Working with the agent](/docs/getting-started/the-agent/) for how Lethra chooses between this mailbox and your personal Gmail on a given message. The same section holds: - **Assistant mailbox**, an address your team can email like a colleague: ask for updates across cases, forward information, or reply to anything Lethra sends you. - **Family emails**, the switch that lets the agent send to families without waiting for approval. It is off by default, and most firms leave it off. (Screenshot: The Agent email section: the sending domain, the assistant mailbox address, and the Family emails switch.) ## Knowledge The Knowledge section is where you keep information the agent should know about your firm that is not tied to any single case, so it can answer questions and draft consistently without you repeating yourself. One entry is special. Name an entry **Standard tasks** and write one task per bullet, and every new case starts with those tasks. (Screenshot: The Knowledge section with three entries: Standard tasks, an after-hours procedure and a description of the farewell rooms.) ## Workflow At the bottom of the Company tab, the Workflow panel is where you shape the stages a case moves through, the labels for each one, and which bucket a custom stage falls into. This is what colours the status of a case as it moves along, and it is worth setting up the way your firm actually works rather than leaving the defaults if your process has its own steps. The same panel holds your service types and document types. Below it is the **Services catalogue**: the services your funeral home offers. Staff add them to cases, and families see the ones marked **Shown to families**. The internal price is only used on your case files. Families never see prices. (Screenshot: Workflow & Types, listing the case statuses from First Call onwards, each with its stage.) (Screenshot: The Services catalogue, grouped by category, with the farewell room open for editing: name, category, description, internal price and the Shown to families switch.) ## What the agent uses from these settings - **Business information** grounds facts the agent puts in drafts and documents: your address, phone number and hours. - **Business hours** decide what counts as after hours for calls and messages. - **Workflow stages** are what the agent updates as a case progresses, and what the briefing on each case refers to. ## Next Invite your colleagues: [Team and access](/docs/setup/team-and-access/). Source: https://lethra.ai/docs/setup/company-settings/ --- # Team and access > How invitations work, what a colleague can do once they join, signing in, and sessions. Every colleague who works in your firm's Lethra gets there through an invitation from someone already inside your firm. The only exception is the first person: a funeral home that is new to Lethra signs up from the sign-in screen and creates its own workspace. See [Signing in and your workspace](/docs/getting-started/signing-in/). ## Inviting a colleague From **Your Company**, open the **Members & billing** tab. The **Team members** card lists everyone with access, and below it, under **Pending invites**, is where you create invites. (Screenshot: The Members & billing tab under Your Company: three team members, a field to invite by email, Create invite link, and two pending invite links with their expiry.) - **Invite by email.** Enter the address and choose **Send invite**. - **Create an invite link instead.** Leave the email field blank, choose **Create invite link**, and Lethra creates a link you can copy and send yourself, useful if you would rather it arrived inside a message you have already written. Each invite link has an expiry, shown next to it, and you can revoke a pending invite at any time if it was sent by mistake or is no longer needed. The person you invite follows the link, creates their own account with their own password, and joins your firm automatically. There is nothing for you to approve afterwards; joining through a valid invite is what grants access. ## What a colleague can do Once someone has joined, they see the same dashboard you do: cases, the inbox, the assistant, documents, growth, and Your Company. A signed-in account belonging to your firm has access to every case at the firm, not just the ones a person happens to be working on. What lands in someone's inbox is narrower: items on the cases they created or have an open task on, items on cases shared with the whole team, and anything urgent. See [The inbox](/docs/getting-started/the-inbox/). This is why the invite itself is the point of control. Only invite people who should be able to see every family's case, and revoke a pending invite you no longer want to use. > **Note:** This is different from the Family Portal, which is a separate, much narrower > sign-in for families. See [Family portal settings](/docs/setup/family-portal-settings/). ## Signing in Staff sign in at your firm's Lethra address with a work email and password. **Forgot password?** on that screen sends a single-use reset link to the work email on the account. (Screenshot: The Lethra staff sign-in screen, with email and password fields and a Sign In button.) > **Caution:** This is the staff door. Families never sign in here, they use the separate > Family Portal address. If a family member says they cannot sign in, check > which of the two they are trying. ## Sessions and signing out A signed-in session gives access to every case in the firm, including family contact details. **Sign Out**, in the menu under your name at the bottom of the sidebar, ends that session. Use it whenever you are on a shared or public machine. (Screenshot: The menu under your name at the bottom of the sidebar, with Sign Out at the bottom.) ## Next Set the languages your firm and its families work in: [Language and region](/docs/setup/language-and-region/). Source: https://lethra.ai/docs/setup/team-and-access/ --- # Language and region > The interface languages Lethra supports, how a family's language shapes the agent's drafts, and what the region setting unlocks. Language in Lethra works at two levels: the language you personally see the interface in, and the language the agent uses when it writes to a family. They are independent, and it is worth understanding both. ## Your interface language Lethra speaks English, French and Dutch, with Flemish as a variant of Dutch. (Screenshot: Business Information under Your Company, with Language Settings set to English, the timezone, and Region set to Flanders (Belgium).) Change it with **Language Settings**, in the business information on the **Company** tab of Your Company. It changes the whole interface immediately, and your browser remembers the choice. Because it is kept per browser, a colleague on their own computer can keep working in another language, on the same case, on the same day. The same setting is also saved as your firm's language. Lethra uses that for firm-wide things, such as the language of documents it drafts from your templates and of urgent alerts. This help centre is available in the same three languages. Use the language picker at the top of the page. ## The family's language When the agent drafts an email to a family, it writes in the family's language, not in the language you happen to be working in. A Dutch-speaking family gets a Dutch draft even if you are signed in in English. See [Working with the agent](/docs/getting-started/the-agent/) for how drafts are prepared and approved. ## Region Also in the Company tab's business information is **Region**, a setting separate from language. It tells Lethra which part of the world your firm operates in, for example Flanders (BE-VLG), Brussels, Wallonia, the Netherlands or France. Region matters because some tools only make sense in one place. Setting your region to Flanders (BE-VLG) is what makes region-specific integrations such as eLys possible. Once Lethra has also switched eLys on for your firm, it appears on the **Connections** tab. Firms in a region without a specific integration only see their ad connections there. (Screenshot: The Connections tab of a firm in Flanders, with the eLys connection below the ad platforms.) When you import your business information from your website, Lethra tries to detect the right region from your address automatically, but it is worth checking it rather than assuming. ## Next Turn on the family portal and decide what families can see: [Family portal settings](/docs/setup/family-portal-settings/). Source: https://lethra.ai/docs/setup/language-and-region/ --- # Family portal settings > The master toggle that turns the family portal on, how to invite a family, and what to check before you rely on it. This article covers the settings side of the Family Portal: the switch that turns it on for your firm, and where invites and visibility are controlled. For what a family actually sees and does once inside, see [Sharing with the family](/docs/getting-started/family-portal/). ## Turning it on Under **Your Company**, open the **Portal** tab. It has a single switch: **Enable Family Portal**. The change saves as soon as you flip it. (Screenshot: The Portal tab under Your Company, with Enable Family Portal switched on and marked Active, and a link to the services catalogue.) This is a firm-wide setting. While it is off, the **Invite Family** button does not appear on any case, so nobody at your firm can invite a family. Turn it on once and it applies to every case from that point on. > **Note:** Turning the portal off hides **Invite Family**. It does not delete anything a > family has already seen or uploaded, and it does not remove family members you > have already invited. ## Inviting a family Invites happen from inside a case, not from Your Company. Use **Invite Family** on the case. If the primary contact has an email address, Lethra emails the invite straight away. If not, Lethra copies an invite link for you to send yourself. So check the contact email before you click. (Screenshot: The top of a case, with Invite Family at the top right.) (Screenshot: The bottom of the Family notebook tab: the documents asked of the family, and Family in the portal, with Anneke as decision-maker and Make decision-maker next to Bart.) You can invite more than one person to the same case. One of them can be the **Decision-maker**, who confirms choices. You set that on the case's **Family notebook** tab, which also lists everyone in the portal. ## Choosing what is visible The portal shows the same set of tabs for every case, described in [Sharing with the family](/docs/getting-started/family-portal/#what-the-family-sees). What a family sees inside them depends on what you share: - **Documents.** A family only sees documents you have shared. Use **Share with family** on a document in the case's **Documents** tab. - **Services.** Every service on the case appears on their schedule, with the date, time and place you have filled in. From your services catalogue, they only see the ones marked **Shown to families**. The **Portal** tab links straight to the catalogue. - **Recordings.** For a recorded conversation, you decide whether the family sees the full transcript or only the summary. (Screenshot: Files on a case: a mourning letter sent as a proof and awaiting review, and uploaded files grouped by type, each with Send as proof, a share icon or a check mark when shared, download and delete.) Prices are never shown to families. ## Removing access There is no button yet to remove one family member from a case. Turning the portal off stops new invites, but does not take away access someone already has. If you need someone's access removed, ask Lethra. ## Next See what a family experiences once invited: [Sharing with the family](/docs/getting-started/family-portal/). Source: https://lethra.ai/docs/setup/family-portal-settings/ --- # Growth > Where Growth and Content are in Lethra, the order to set them up in (website, ads, then content), and the line between what the agent prepares and what you approve. Growth is where Lethra helps you bring in new families, rather than only managing the cases you already have. It lives in two places in the sidebar. **Growth** has three tabs: - **Leads**: your branded planner page and every family who started a plan or sent an enquiry. - **Website**: build, edit and publish your funeral home's website, and see how many people visit it. - **Ads**: campaigns on Facebook and Instagram, Google Search and ChatGPT. **Content** holds everything you publish, with one calendar for all of it: - **Overview**: a month calendar of every blog article, social post, newsletter and obituary, planned or published, with the drafts that still need a date. - **Social**: posts on Facebook, Instagram and Google. - **Blog**: articles for your own website, written with the assistant. - **Newsletter**: an email to the people who subscribed. - **Obituaries**: obituaries on your website and the condolence messages waiting for your approval. (Screenshot: The Content overview: a calendar for October with blog articles, social posts, newsletters and obituaries on the days they go out, and the drafts without a date beside it.) At the bottom of every tab there is an assistant bar. Ask it something in plain words, for example "set up a campaign for pre-planning", and it opens the assistant with the request, already knowing which tab you came from. ## Where to start The guides in this section follow the order most funeral homes set things up in: 1. **[Website](/docs/growth/website/)**. Every family who finds you, through an ad, a search or a social post, lands on your website. Get it right first. 2. **[Ads](/docs/growth/ads-and-campaigns/)**. Once the website and planner page are ready, ads bring more families to them. 3. **The rest of Content**: [Social media](/docs/growth/social/), [Blog](/docs/growth/blog/), [Newsletter](/docs/growth/newsletter/) and [Condolences](/docs/growth/condolences/). They keep your website alive and give families a reason to come back. ## Leads The **Leads** tab starts with your planner page: the link families use to put their wishes on paper. Copy it, open it, or change its settings with the buttons next to it. Every visitor who starts a plan shows up in the list below, together with enquiries from your website. (Screenshot: The Leads tab in Growth, with the planner page link, lead totals, and a list of families with where they came from and how far they got.) Each family shows where they came from, such as **Ads** or **Website**, how far they got and when they were last active. Search by name, email or phone, filter by status, or change the sort order at the top of the list. Newsletter subscribers are in [Contacts](/docs/communication/contacts/), together with the consent they gave. **Newsletter** in the status filter takes you there. ## How ad spend works Ads are switched off until you turn them on. Turning them on needs a branded planner page first, since every ad needs somewhere to send someone. If you have not set one up, the Ads tab points you to **Leads** to do that before anything else. When you turn Ads on, Lethra drafts a starter campaign so you are not looking at an empty screen. It stays a draft until you review it. Each campaign has a daily budget, and that budget is what the ad platform spends. Nothing is spent while a campaign is a draft. Even after you publish, a campaign starts **paused**: it only starts spending once you click **Start delivery** and confirm. ## What the agent does versus what you approve The agent can go a long way on its own inside Growth, but it stops at the point where money would actually move. - **It can draft.** Ask it for a campaign and it writes the strategy, audience, budget suggestion and ad copy, as a draft. It can draft for Meta, Google Search and ChatGPT. - **It can edit.** It can adjust a draft campaign's name, budget, schedule, audience or destination link, and revise creative copy. It can also mark creatives approved or rejected. - **It can report.** It can list your campaigns, read their results and show which leads a campaign brought in. - **It can prepare a campaign to publish.** It checks that the channel is connected and that you have an approved creative, then shows a **Publish** button for you. - **It cannot make a campaign live.** Only you can publish a campaign and start its delivery, since that is when real budget starts being spent. > **Caution:** The agent will never set a campaign live on its own. Spending money is > always a deliberate action you take, never something that happens in the > background. ## In this section - [Website](/docs/growth/website/): build or import your website, edit it with the assistant and publish it. - [Ads](/docs/growth/ads-and-campaigns/): campaigns on Meta, Google Search and ChatGPT. - [Social media](/docs/growth/social/): plan and publish posts on Facebook, Instagram and Google. - [Blog](/docs/growth/blog/): write articles for your website. - [Newsletter](/docs/growth/newsletter/): write and send an email to your subscribers. - [Condolences](/docs/growth/condolences/): obituaries and condolence messages on your website. Source: https://lethra.ai/docs/growth/overview/ --- # Website > Build or import your funeral home's website, edit it with the website assistant, publish it, and follow its visitors and form responses. Ads bring families in, but your website is where most of them decide to call you. The **Website** tab in Growth is where you build it, publish it and keep it current. (Screenshot: The Website tab in Growth, with a preview of the published site, its address, the features that are on, and buttons to open the editor or the live site.) Once you have a website, the tab shows a preview with its address, whether it is published, and whether there are unpublished changes. It also lists which features are on: blog, obituaries, the First Call assistant and custom forms. Click **Open editor** to make changes, or use **View live site** and **Copy** to open or share the published site. ## Building your website Open **Growth**, then **Website**, and pick a style. Lethra builds a complete site right away from your company details, then the website assistant tailors the text and photos for you. You can watch it work. If your funeral home is part of a group with its own house style, that style appears first in the picker. Only the funeral homes of that group can use it. (Screenshot: The style picker: three styles, Ivory, Garden and Heritage, each with a preview and a Use this style button, and above them a card to import your current website.) ## Importing your current website Already have a website you like? Instead of picking a style, choose **Import my website**. Enter your website address and click **Find pages**. Lethra lists the pages it found; untick any you do not want, confirm that you own the site or may use its content, and click **Import**. (Screenshot: The import window listing the pages found on a website, each with a tick box, and the box to confirm you own the website.) Lethra finds every page of your site, including articles, and lists them all. It then copies each page exactly as it looks today: the same text, photos, fonts, menu and footer, at the same addresses, so links and search results keep working once your domain points to Lethra. Everything is stored with Lethra, so the copy no longer depends on your old hosting. (Screenshot: The import window while it works: pages read, photos, fonts and styles being copied with a counter, and the draft still to be saved.) The window shows how far it is. A large site can take several minutes, so keep the window open until it is done. A few parts become Lethra's own, so they keep working without your old site's scripts: - **Contact forms and newsletter sign-ups** become Lethra forms. What people send arrives in your Leads and Contacts. - **The cookie notice** is replaced by Lethra's, which asks before any tracking. - **The obituary list**, if your site loaded it from another service, becomes your Lethra obituary register. Scripts, trackers and widgets from other services are never copied. Effects that needed them, such as a footer menu that folds open on phones, now show their content directly. Pop-ups, login panels and other windows that only your old site's scripts could open are left out, and a page that repeats your homepage under another address becomes the homepage, so that address keeps working. The import is saved as a draft: your current website stays online and unchanged until you publish. ## Editing with the website assistant The editor shows the website assistant on the left and your site on the right. To change anything, ask the assistant in plain words, for example "add a page about repatriation" or "make the tone warmer". While it works you see what it is doing, and each finished step appears in the preview straight away. The preview follows each step; scroll the preview yourself to stay where you are, and click **Follow changes** to pick it up again. Press **Stop** at any time; steps that are already done are kept. (Screenshot: The website editor: a conversation with the website assistant on the left, listing the changes it made, and the live preview of the homepage on the right with a Publish changes button.) You can also work on the page itself, with the tools at the bottom of the preview: - **Edit text**: choose the text tool and click any text to type in it. Links and bold words in a paragraph stay as they are. Press Enter or click elsewhere to save, or Escape to cancel. - **Select elements**: click a heading, paragraph or photo to point the assistant at it. For a photo you can choose **Replace photo** to upload your own, pick one that is already on your site, or have one created. This also works for a photo behind a heading, such as a large banner. - **Browse site**: click the links and menu of your site to move between pages, like a visitor. You can also pick a page from the list above the preview; a site with many pages gets a search box there. - **Phone or computer**: switch the preview between a computer and a phone screen with the button above it. The phone view is a real phone-sized screen, so you see the layout visitors get on their phone. - **Undo and redo**: use the arrows above the preview, or Ctrl+Z (Cmd+Z on a Mac) and Ctrl+Shift+Z. **Undo** under one of the assistant's replies undoes everything that reply changed, in one go. - **Versions**: every change is saved as a version. Click a version to look at it before you restore it. ### Editing an imported website An imported website keeps its own menu bar and footer. They are shared by every page, so a change you make to them, by hand or through the assistant, shows on every page at once. Click the menu bar or footer with the text or select tool like any other part of the page. (Screenshot: The editor with an imported website: the funeral home's own green menu bar, a large photo with a heading and its text, the phone number in the menu bar selected, and Edit text offered above the message box.) Ask the assistant for changes the same way, for example "our phone number changed, update it everywhere" or "remove the old login button". It edits your pages in place and keeps their look; it only restyles a page when you ask it to. Sections Lethra adds, such as opening hours or a contact form, keep Lethra's own look inside your site. If the assistant cannot make a change at all, it saves nothing and tells you, so you can try again with a smaller, more specific request. If it is interrupted halfway, the steps it finished are kept and its reply says so; ask it to continue to finish the rest. The assistant works on one request at a time: while it is busy, for example in another tab, wait until it has finished before asking for the next change. ## Launching your website Nothing you change is visible to visitors until you publish. Click **Publish** above the preview to open the launch window. It shows your website address and a short launch checklist, such as your phone number, a contact page and your privacy pages. When there are finishing touches left, **Fix with the assistant** hands them to the assistant in one go. (Screenshot: The launch window: the website address with a Copy button, the launch checklist, the Publish changes button, the First Call switch and the field to connect your own domain.) After publishing you get the address of your site to copy or share. When you make changes later, the button reads **Publish changes** until you publish again. To use your own domain, such as www.yourfuneralhome.be, enter it in the same window. Lethra shows the records to add at your domain provider, with a copy button for each, and keeps checking while the window is open. This usually takes a few minutes, sometimes a few hours. ## Website statistics Under the preview, **Website statistics** show visitors, page views, enquiries, newsletter sign-ups and live talk requests over 7 or 30 days, plus your most visited pages and where visitors come from. (Screenshot: Website statistics: visitors, page views, enquiries, newsletter sign-ups and live talk requests, the most visited pages, where visitors come from, and a line for visitors from Facebook and Instagram ads.) A separate line shows visitors and enquiries that arrived through your Facebook and Instagram ads. Statistics are anonymous and cookieless: no personal data is stored. ## Forms and submissions Ask the website assistant to add a form for an event registration, competition, survey, request or sign-up. It proposes the fields and wording before changing your draft. The form only becomes public when you publish the website revision. Responses appear under **Forms and submissions** in the Website tab. You can search them, filter by form, open every answer, mark a response reviewed, export the current list as CSV or delete a response permanently. These responses stay separate from Leads and Inbox. When someone leaves an email address or phone number, they are also added to [Contacts](/docs/communication/contacts/). Newsletter sign-ups ask for confirmation. The sign-up block says what people agree to, Lethra emails them a link, and they count as subscribers in Contacts once they open it and click **Confirm subscription**. (Screenshot: Forms and submissions: a search box, a form filter, Export CSV, and three responses to an open day registration form, two new and one reviewed.) Preview forms never save a response. Public forms do not support payments, file uploads, tickets or automatic Inbox messages. Avoid asking for passwords, payment details, government identifiers or information you do not need. ## Where your details come from Your website, your planner page and the family portal all use the details in your company profile: your name, address, phone, services, logo and colours. Check them under **Your Company**, on the **Company** and **Branding & style** tabs. You do not have to type them in by hand. On the Company tab, **Import from Website** reads the pages of your current website that matter, such as contact, about, team and services, and fills in your business details, team members and processes where it finds them. You review everything before it is saved, and nothing is published on its own. ## Next Bring more families to your website and planner page: [Ads](/docs/growth/ads-and-campaigns/). Source: https://lethra.ai/docs/growth/website/ --- # Ads > The three ad channels, connecting your accounts, generating and designing a campaign, and how a campaign goes from draft to running. Once Ads is turned on, the **Ads** tab in Growth is where campaigns get created, reviewed and published. Lethra writes the campaigns; you decide what runs and when money is spent. (Screenshot: The Ads tab in Growth, with a channel filter, totals for active campaigns, leads, spend and estimated return, and campaigns on Meta, Google Search and ChatGPT.) At the top you see your active campaigns, the leads they brought in, what they spent, and an estimated return. Once you have campaigns on more than one channel, a filter lets you look at one channel at a time. If a channel you use is not fully set up yet, a short line says so with a link to **Open Connections**. ## The three channels - **Meta** runs one campaign across Facebook and Instagram. Ads have an image, or a carousel of several cards. - **Google Search** shows text ads to people searching for a funeral home near them. There are no images. - **ChatGPT** shows a sponsored card, with a square image, a short title and one or two lines of text, next to relevant answers in ChatGPT. ## Connecting your ad accounts Ad accounts live under **Your Company**, on the **Connections** tab. Each channel has one row with its status, and opens to show two ways to set it up and a short checklist: account linked, billing set up and measurement on. (Screenshot: The Connections tab in Your Company, with the value per lead, Meta and ChatGPT ads ready, and Google Ads open showing its checklist with billing still waiting.) - **Meta**: connect the Facebook Page you already have, or click **Let Lethra set it up** and Lethra creates and runs your ad presence. You do not need an Instagram account either way. Lethra emails you when a new setup is ready. - **Google Ads**: link the account you already use by entering its 10-digit customer ID and clicking **Send invitation**. Then, in Google Ads, open Admin, then Access and security, then Managers, and accept the request from Lethra. Or let Lethra create a new account for you; choose the currency first, because it cannot be changed later. Either way, you add billing yourself in Google Ads with **Add billing**. - **ChatGPT**: runs on Lethra's own advertiser account, so there is nothing to connect. Measurement counts what your ads bring in on your website: enquiries in the chat, contact forms sent, and taps on a call button (a phone number link). It works on a website Lethra built for you once it is published, and on your own website once the First Call chat button is on it. Every enquiry, form and call tap is counted for its campaign in Lethra. Meta, Google and ChatGPT are only told about visitors who accept cookies, so they can show your ads to more families like them. Nothing a family types is ever sent to them. > **Note:** On your own website, the chat button reads the visitor's cookie choice > from Cookiebot, OneTrust, Google Consent Mode and IAB TCF banners. With > another banner, your web developer passes the choice on with > `Lethra.setConsent("accepted")`. They can also leave a form out with > `data-lethra-track="off"`, count a button that is not a phone link with > `data-lethra-track="call"`, or turn form counting off with > `data-track="calls"` on the chat button's script, for example when the > site already reports its forms to Meta itself. The same tab holds your **Value per lead**: a rough average of what an enquiry is worth to you. Lethra uses it to estimate the return on your ad spend. You can also change it with the pencil on the **Est. ROI** tile in the Ads tab. ## Generating a campaign Click **New campaign** and choose: - the **Channel** and **Objective**, for example more enquiries, clicks to your website or visibility; - for Meta, the **Format**: a single image or a carousel of two to five cards; - the **Daily budget** and the **Target radius** around your address; - for Meta and ChatGPT, how many **Ad variants** to compare; - optionally, anything to emphasise, such as a service or a season. (Screenshot: The Generate a campaign window: channel, objective, format, daily budget, target radius, number of ad variants, and a box for anything to emphasise.) Lethra drafts the campaign and opens it straight away: a strategy with positioning and key message, a suggested audience, and the ads themselves. For Meta and ChatGPT it also starts designing the images on its own, so they appear within a few moments. You can also ask the assistant in plain words, for example "create a campaign for pre-planning aimed at families within 30 km". The assistant can also work on existing campaigns. It can rewrite ad text, make or refine an image, edit the headlines and keywords of a Google Search ad, and fetch the latest results. If you ask, it pauses a running campaign straight away, because pausing only stops spending. Anything that spends money waits for you: to start delivery or change a published campaign's daily budget, the assistant shows a button and nothing happens until you click it. ## Meta and ChatGPT ads Each variant shows as a card with its image, headline, text and button. Click one to open the ad designer. (Screenshot: A live Meta campaign, with its results, two ad variants with their images and text, and sections for audience, trackable link and leads.) (Screenshot: The ad designer: the ad previewed in a Facebook feed on a phone, with the Copy and Image tabs on the right and a box to tell the agent what to change.) In the designer you can: - give a brief: audience, tone, what to include and what to avoid; - pick another layout that reuses the same photo, or ask for a new photo; - click **Edit** to change the image yourself: double-click a text to rewrite it, drag the text block to the other side, drag the photo to reframe it, or switch between text on the photo and text beside it. Changes apply only to the format you are editing; untick **Only this size** to change every format at once. **Save changes** updates the images; - ask for changes in plain words, or use a quick edit such as **Tighter copy** or **More serene**, for one format or all of them; - edit the headline, text and button on the **Copy** tab, which saves straight away; - preview the ad in each placement: Facebook feed, Instagram feed, Instagram story and landscape; - save all formats to the campaign, or download a PNG. Every design is built from a fixed layout in your brand colours, with your logo. Lethra looks at the photo first and places the text on its calm side, away from faces, and out of the areas that Instagram and Facebook cover with their own buttons. If the photo has no calm area, the text goes on a plain panel next to the photo instead. A badge on the card, such as **Needs attention**, warns you when the ad text breaks a platform limit. The designer keeps every version, so you can go back to an earlier one. ChatGPT ads follow ChatGPT's own limits: a title of up to 50 characters and text of up to 100. The card preview shows how the ad looks inside a ChatGPT conversation, and warns you if the text is too long. (Screenshot: A ChatGPT campaign that is published and paused, with a Start delivery button, its results, and the ad shown as a sponsored card under a ChatGPT answer.) ## Google Search ads A Google Search campaign has one text ad. Google combines its headlines and descriptions into the ad people see, so you write several of each. The campaign also has keywords, which decide which searches show your ad, and excluded searches, such as "jobs", for searches you never want to appear for. (Screenshot: A Google Search campaign in review, with a preview of the text ad, its keywords and excluded searches, a Before publishing checklist and the Approve & publish button.) Click the ad to edit it. Lethra checks Google's limits as you type, such as 30 characters for a headline and 90 for a description. The **Before publishing** checklist shows what is still missing: an approved ad, at least 3 headlines and 2 descriptions, at least 5 keywords and a landing page. Google charges per click, and your daily budget is an average, not a hard cap on a single day. > **Note:** To publish a Google Search campaign, connect your Google Ads account under > **Your Company > Connections** first. Google only shows ads once the > account has a payment method, so add one in Google Ads before you start > delivery. ## The campaign lifecycle A campaign moves through a small number of states: - **Draft**: generated but not yet published. You can change anything. - **In review**: you sent it to review to look at it more closely. You can still change anything. - **Publishing…**: Lethra is sending it to the platform. - **Paused**: published, but not spending. Every campaign starts here. - **Live**: running and spending its daily budget. - **Completed** or **Archived**: finished campaigns, kept for their history and results but out of your active list. Archived campaigns are hidden by default. A link at the bottom of the list shows them, and **Restore** in a campaign's menu brings one back. ## Publishing a campaign To publish a campaign, approve at least one creative (on Google Search, the text ad) with the tick on its card, then click **Approve & publish**. Lethra checks that the channel is set up and sends only the approved creatives. The campaign arrives on the platform **paused**, so nothing is spent yet. When you are ready, click **Start delivery** and confirm the daily budget. From then on you can **Pause** it again at any time. Meta and Google review new ads before they are shown, which can take a while. > **Note:** The agent can prepare all of this: checking your connection, confirming a > creative is approved, and getting the campaign ready to publish. It stops > right before the button. Only a person can publish a campaign and start > its delivery. ## Results and leads A published campaign shows its impressions, clicks, leads, spend, cost per lead and estimated return. Click **Refresh stats** to fetch the latest numbers. Under the creatives you find: - **Audience**: the age range, area and interests the campaign targets. - **Trackable link**: where people land when they click, tagged so every lead is counted for this campaign. Leave it empty to use your planner page. You can change it while the campaign is a draft or in review. - **Leads from this campaign**: the families who started a plan through it. They also appear in the **Leads** tab. Under the results, a short line counts the taps on a call button and the contact forms sent on your website by people who came from this campaign. It appears once there is at least one. ## Alerts and new leads Lethra keeps an eye on your ads so you don't have to. - **A new lead from an ad** appears in your Inbox as a call back, marked with the campaign it came from, and your team gets an email straight away. Families who reach out from an ad are best contacted the same day. The item leaves on its own when the lead becomes a case. (Screenshot: A call back in the Inbox for a family who came from the ad "Plan ahead, Gent", with their phone number, email and buttons to call or email them.) - **Every morning** the assistant reviews your campaigns the way an ad specialist would, and adds an **ad alert** to the Inbox only when something needs you: for example a publish that failed, approved ads that were never published, a campaign that spends without bringing in leads, or results that stopped updating. Most days there is nothing to raise. It adds at most three alerts a day, shows the numbers it based each one on, and never changes anything itself. (Screenshot: An ad alert in the Inbox saying the same people see "Plan ahead, Gent" too often, with advice, an Open campaign button and Dismiss.) Each alert explains what to do and links to the campaign. You can also ask the assistant about it: it knows which alerts are open and can help fix them. ## Next Keep families in touch between visits: [Social media](/docs/growth/social/). Source: https://lethra.ai/docs/growth/ads-and-campaigns/ --- # Social media > Plan and publish posts on Facebook, Instagram and Google, and share new obituaries and blog articles automatically. The **Social** tab in Content is where you post to your funeral home's Facebook Page, its Instagram account and its Google listing, all from one place. Write a post once, choose where it goes, and publish it now or plan it for later. New obituaries and blog articles can be shared for you. (Screenshot: The Social tab in Content: two posts that need your attention, one with a Try again button, and below them every post with its date, networks and status.) ## Connecting your accounts Your accounts are connected in **Company settings > Connections**, under **Social accounts**. As long as a network is not connected, the Social tab shows a banner with an **Open Connections** button that takes you there. (Screenshot: Social accounts in Company settings > Connections: Facebook, Instagram and Google, each marked Connected, with the Facebook Page in use and a Disconnect button.) - **Facebook and Instagram**: click **Connect Facebook and Instagram** and sign in with a Facebook account that is an admin of your funeral home's Page. Allow every permission Facebook asks for: Lethra needs them to publish on your Page. Instagram is connected at the same time when an Instagram professional account is linked to that Page. - **Google**: posts go to the Google listing linked on the same page, under Profiles. If you manage more than one Facebook Page, choose the right one in the **Page** list on the Facebook card. **Disconnect** removes Lethra's access; your Page and its posts stay as they are. > **Note:** If Facebook stops accepting Lethra's posts, for example because the password > changed or someone removed Lethra's access, the card shows **Needs > reconnecting**. Click **Reconnect** and sign in again. ## Writing a post Click **New post** at the top of the Social tab. (Screenshot: The post editor: Facebook, Instagram and Google ticked, the text with a character count per network, an image, an optional link, the date and time, and a preview of the Facebook post.) 1. Under **Publish on**, tick the networks the post is for. 2. Write the text. Under it you see how many characters each network allows. Not sure what to write? Click **Draft with AI**, describe what the post is about, and Lethra writes a draft in your company's language. If you already wrote something, it improves your text instead. 3. Add images if you like. **Instagram needs at least one image**; Google shows only the first one. No suitable photo at hand? Click **Create image with AI**: Lethra makes a branded square image in your company's style, with a short headline and your logo, based on the post's text. It takes a minute or two and appears with the other images; click it again for a new version. 4. Add a link if the post points somewhere, such as an obituary or an article on your website. Instagram links are not clickable, so Lethra adds the link to the text there. 5. Under **When**, choose **Now**, or **Later** and pick a date and time. Times are in your company's time zone. On the right, the **Preview** shows what the post looks like. Switch between networks with the icons above it. Click **Publish now** or **Schedule**. **Save as draft** keeps the post without publishing it. If something would stop a network from accepting the post, such as a missing image for Instagram, Lethra tells you before you publish. ## Asking the assistant You can also ask the assistant, from the bar at the bottom of the tab or anywhere else in Lethra. For example: "write a post about our remembrance evening on 2 November for Facebook and Instagram", "what is planned on social media next week?" or "move Thursday's post to Friday at 10:00". The assistant can list and read your posts, write and change drafts, and delete posts that are not published. Ask it for an image and it creates a branded one for the draft, which appears on the post a minute or two later. It never publishes on its own: it shows a card with a **Publish now** or **Schedule** button, and nothing goes out until you click it. If it changes a post that was already scheduled, the post becomes a draft again and you confirm it once more. Click **Open in Social** on the card to see the post in the editor. ## Your posts Below that, the tab lists every post: drafts, planned posts and what was already published, each with its date, time, networks and status. Click a post to open it. A published post opens read only, with a **View** link to it on each network. Editing or deleting it in Lethra does not change what is already on Facebook, Instagram or Google. To see your posts in a calendar, next to your blog articles, newsletters and obituaries, open the **Overview** tab in Content. See [Growth](/docs/growth/overview/). ## Needs your attention Posts waiting for you are listed at the top of the tab: - **Drafts**, including obituary and article shares Lethra prepared for you to check. Click **Open** to review and publish them. - Posts that did not reach every network. Lethra tries a failed network again twice, a few minutes apart. If it still fails, the reason is shown in red. Fix the cause and click **Try again**: only the networks that failed are tried, so nothing is posted twice. ## Sharing obituaries and articles automatically Click the settings button next to **New post** to open **Automatic sharing**. Choose what happens when you publish a new obituary or blog article, then click **Save**. (Screenshot: The automatic sharing settings: what to do with new obituaries and new blog articles, which networks to share on, and how long to wait before publishing.) - **Off**: nothing is shared. - **Prepare a post for me to check**: Lethra writes the post and puts it under **Needs your attention**. Nothing is published until you do it. - **Publish automatically**: Lethra writes the post and publishes it after the time you set under **Wait before publishing**. Until then you can open it from the list to change or delete it. Lethra writes these posts from the obituary or article itself: the name, years and place, the service details if you added them, and a link to the condolence register or the article on your website. The obituary photo or the article's cover image is used as the image. Without an image, the post is not sent to Instagram. > **Caution:** An obituary is never shared when **Hide from search engines** is ticked on > it. Families sometimes prefer a quiet notice; respect that choice before > turning on automatic publishing. ## Next Write articles worth sharing: [Blog](/docs/growth/blog/). Source: https://lethra.ai/docs/growth/social/ --- # Blog > Write articles for your own website with the assistant, edit them, and publish them on your site's blog. The **Blog** tab in Content is your funeral home's own blog. Helpful articles answer the questions families search for, so they find your website and get to know you before they call. (Screenshot: The Blog tab in Content, with a New article button and three articles, each with a cover photo, category, date, summary and a Draft or Published label.) Each article shows its cover photo, category, date and summary, and whether it is a draft or published. Click an article to edit it. ## Writing and editing Click **New article** to open a saved draft. Describe the topic in the conversation on the left. Ask questions, brainstorm, or request changes; the article on the right updates after a successful edit. You can also edit the article directly. **Settings** holds the title, web address, excerpt, cover image and SEO fields. **History** lets you inspect and restore saved versions. The conversation stays with the article when you reopen it. On a phone, switch between **Conversation** and **Preview**. Changes save automatically. **Save draft** keeps a working version; updating a published article remains an explicit action. **Publish**, **Unpublish** and **Schedule** remain separate controls. Scheduled articles appear in the Content calendar and publish through the five-minute worker. (Screenshot: Writing and editing) ## Selection, changes and history Select a passage in the preview, then describe the change in the conversation. A removable chip keeps the selected passage visible. If that passage changes before the request, select it again. Photos can be attached, pasted or dropped into the conversation input. **History** is beside the conversation title. Open a version to inspect it without changing the current content, then choose **Restore version** if needed. Expand **Changes saved** to see the affected fields and **Undo last change**. Replies that only answer a question do not claim a saved change. On a computer, **Hide conversation** gives the preview more room; **Show conversation** brings it back with your unsent message intact. **Stop** discards results that have not started saving; already-saved changes remain. If another edit conflicts, review the latest saved version before choosing to keep your edits and retry. (Screenshot: Inspecting a saved version) ## Where articles appear Published articles appear on your website under `/blog`, and the latest ones can be shown on your homepage with a blog section. Articles become visible once your website is published. Your blog is written in your company's language only; there is no language switcher on your site. ## Lethra's own blog Lethra also publishes editorial articles on its public site, in English, French and Dutch. These are written and managed by Lethra, not by individual funeral homes. If you want to point a family to a helpful article on a topic like pre-planning, you can link to Lethra's blog the same way you would any other resource. ## Next Send your latest articles to your subscribers: [Newsletter](/docs/growth/newsletter/). Source: https://lethra.ai/docs/growth/blog/ --- # Newsletter > Write, schedule and send an email newsletter to people who subscribed, from your funeral home's own mailbox. The **Newsletter** tab in Content is where you send an email newsletter to people who subscribed, for example through the signup form on your website. The assistant writes a first draft from your latest blog posts and obituaries. You check it, then send it straight away or plan it for later. ## Who receives it Only contacts who agreed to receive your newsletter get it. Before you send, the **Who receives it** box shows exactly how many people it will reach and who is left out: - **No newsletter permission**: the contact is on the list you chose but never subscribed. Being on a list never counts as permission. - **Recently bereaved**: families you served recently are always left out, even if they subscribed. You set how long under Contacts settings. - **No usable email**: the contact has no valid email address. Choose **All newsletter subscribers**, or one of your contact lists to reach only part of them. Each email address gets an issue once. ## Writing a newsletter Click **New newsletter** to open the starter email. Use the conversation on the left to ask questions or describe changes to the writing and layout. The preview on the right updates after each successful edit. Blog posts and obituaries are optional, not required. You can edit text directly in the email. **Settings** holds subject, preview text, language and recipients. The assistant cannot change the language or recipients. **History** lets you inspect and restore saved versions, and the conversation remains with the newsletter. On a phone, switch between **Conversation** and **Preview**. The footer and unsubscribe link stay locked. Changes save automatically, but never start an email send. **Send me a test** sends only to your own address. (Screenshot: Writing a newsletter) Use the photo button beside the conversation input to attach your own images, or ask for a new photograph. New images are generated and stored before they are added; a failed photo request is reported separately. Each saved edit shows an expandable change summary. **Stop** stops waiting for an unapplied result, and **Try again** retries a failed request. The preview scrolls as one email rather than inside a second scroll area. ## Selection, changes and history Select a passage in the preview, then describe the change in the conversation. A removable chip keeps the selected passage visible. If that passage changes before the request, select it again. Photos can be attached, pasted or dropped into the conversation input. **History** is beside the conversation title. Open a version to inspect it without changing the current content, then choose **Restore version** if needed. Expand **Changes saved** to see the affected fields and **Undo last change**. Replies that only answer a question do not claim a saved change. On a computer, **Hide conversation** gives the preview more room; **Show conversation** brings it back with your unsent message intact. **Stop** discards results that have not started saving; already-saved changes remain. If another edit conflicts, review the latest saved version before choosing to keep your edits and retry. (Screenshot: Inspecting a saved version) ## Sending - **Send now** sends it right away, after you confirm the number of people. - **Schedule** sends it at the date and time you choose. Until then you can click **Back to draft** to make changes. Emails go out gradually from your funeral home's own mailbox, and replies land in your Inbox. After sending you see how many were sent, failed, skipped, and how many people unsubscribed. Every email has an unsubscribe link. Someone who unsubscribes never receives another newsletter, even one that is already being sent. ## With the assistant Ask the assistant, for example, "write this month's newsletter from our latest blog posts". It saves a draft and shows it as a card. It can also offer to schedule it for a time: nothing is sent until you click the button on the card. ## Limits One newsletter can go to up to 2,000 people. For a larger audience, choose a smaller list. ## Next Obituaries and condolence messages on your website: [Condolences](/docs/growth/condolences/). Source: https://lethra.ai/docs/growth/newsletter/ --- # Condolences > Publish obituaries on your website, approve condolence messages and share them with the family. Every website comes with a **condolence register**. It appears in the menu and on the homepage as soon as one obituary is published. You manage it on the **Obituaries** tab in Content. (Screenshot: The Obituaries tab in Content, with three published obituaries and, below them, condolence messages waiting for approval with Approve and Hide buttons.) ## Publishing an obituary - **From a case**: open the case, then use **Publish on website** on the overview. Name, dates and place are filled in from the case. - **By hand**: on the Obituaries tab, use **Add obituary**. (Screenshot: The Add obituary window: full name, dates of birth and death, place, photo, text, the service date and location, and links for memorial documents and support.) Add a photo, a short text and the service date and place. Without a photo, Lethra can create a calm memorial image instead. Under memorial documents and support you can add public links to the funeral notice, the memorial card, a florist's order page or the family's chosen charity. Leave a field empty to hide it. If the family asks for no flowers, switch flower ordering off, and add any wishes about donations or a private ceremony in plain words. You can also hide a page from search engines if the family prefers, and take an obituary off the website at any time. ## Approving messages Visitors first write their message and can attach photos or videos. Only then do they add their name, optional email and phone, and accept the privacy statement. Nothing goes live until you approve it under **Waiting for approval**. Each new message also appears in your Inbox as **Condolence to review**, and approving or hiding it in either place clears it from both. Email addresses are never shown publicly. ## The family When the family has Family Portal access, they see every approved message and can download them as a PDF keepsake. ## Next Back to the start of Growth: [Growth overview](/docs/growth/overview/). Source: https://lethra.ai/docs/growth/condolences/ --- # Cases and tasks > Working a case file day to day, the tabs, statuses, tasks, and the timeline that keeps a record of everything that happened. A case is where the day-to-day work actually happens. Once the first two fields are filled in and the record exists, you will come back to it repeatedly: adding services, ticking off tasks, checking what the agent has noticed. This page covers that routine work. ## Moving between statuses Every case has a status, shown as a row of steps at the top of the case. Click a step to move the case there. By default a case starts at **First Call** and moves through the stages a file naturally passes through: Arrangement Conference, Arrangements Confirmed, In Care, Pending Documents, Service Scheduled, Service Complete, Aftercare, and Closed. Your firm can change this list under **Your Company**, in **Workflow & Types**. (Screenshot: The row of stages at the top of a case, from First Call to Aftercare, with Arrangements Confirmed selected.) (Screenshot: The Cases page, listing cases with their status badges, the next service and the primary contact.) The status is how your team sees at a glance where each file stands. It shows as a badge on the Cases page, where you can filter on it, and the agent can update it as it works the case. It is internal: families do not see it in their portal. ## The tabs Once a case is open, its work is split across tabs: Overview, Services & Tasks, Documents, Family notebook, Notes, Agent, and Assistant. Most of your daily work happens in **Services & Tasks**, which is where this page focuses. **Family notebook** shows what the family has shared through their portal, topic by topic. > **Note:** Overview and Documents are covered in > [Creating your first case](/docs/getting-started/first-case/). The Agent and > Assistant tabs are covered in > [Working with the agent](/docs/getting-started/the-agent/). ## Tasks Tasks are the to-do list for a case: things someone needs to do, with an optional due date and an owner. They sit below the case's services and meetings on the Services & Tasks tab, split into an open list and a **Completed** list. To see the open tasks of every case at once, switch the **Cases** page to **Tasks**. They are grouped by when they are due. Narrow the list with **All tasks**, **My tasks** or **Unassigned**, tick a task off right there, or click it to open its case. (Screenshot: The Tasks view on the Cases page, with open tasks from every case grouped under Today, Tomorrow and This week.) - **Quick add.** Type a title into the field at the top and press Enter. The task appears immediately; there is no separate form to fill in. - **Inline editing.** Click a task's title to edit it in place. Press Enter to save, or Escape to discard the change. - **Drag to reorder.** Grab the handle on the left of a task and drag it up or down. The order you set is the order the list keeps. - **Checking one off** moves it from the open list to the Completed list, struck through, rather than deleting it. (Screenshot: The task list on a case: the quick add field, open tasks with their due dates and owners, one assigned to the family and shared, and the completed tasks struck through below.) ### Due dates and assignment Hovering a task reveals its due date and assignee controls. - **Due date and time.** Click the calendar icon to pick a date, and optionally a time from a set of quick options or your own choice. A task with a passed due date is marked overdue in red. - **Assignee.** Click the assignee icon to hand the task to a colleague, to Lethra, or to the family. Tasks assigned to nobody have no assignee icon showing until you hover. ### Sharing a task with the family A task can be marked as shared with the family, for things like "sign the release form" or "send us the photos for the slideshow". Sharing is the icon next to the assignee: a share icon while the task is internal, a check mark once it is shared. Click it again to stop sharing. > **Note:** A task must have an assignee before it can be shared. If you assign it to the > family directly, sharing is automatic since there is no one else it could be > for. Removing the assignee also stops sharing. ## The timeline Every case keeps a timeline on its **Agent** tab: a record of the calls, emails, and messages that have happened on it, grouped into threads. Each thread shows its channel, when it was last active, and how many events it contains. Expanding a thread shows every message or call in order, with any attachments. (Screenshot: The timeline on the Agent tab: threads by email, call and chat, with the Order of service thread opened to show the email sent and the family's reply.) The timeline is not something you maintain by hand. It fills in as the case is worked: an email the agent drafts and you send, a reply that comes back, a call you log. It is the place to look when you need to reconstruct what was actually said and when, rather than relying on memory or a scattered inbox search. ## Next Putting services and meetings on the calendar: [Scheduling](/docs/daily-work/scheduling/). Source: https://lethra.ai/docs/daily-work/cases-and-tasks/ --- # Scheduling > The calendar for funerals, viewings and cremations, creating and editing events, how they relate to a case, and what the family sees. Every date attached to a case, a viewing on Thursday, a cremation on Friday, comes from the same place: the services and calendar entries on that case. This page covers how to add them and what happens once they are there. ## Services A service is a thing that happens at a time and a place: **Burial**, **Cremation**, **Direct Cremation**, **Memorial Service**, **Graveside Service**, **Viewing**, **Celebration of Life**, or **Other**. Your firm can change this list under **Your Company**, in **Workflow & Types**. A case often has more than one, and each is added from the Services & Tasks tab with its own date, time, and duration. To see what is coming up across every case, switch the **Cases** page to **Timeline**. It lists the next service of each case by day. (Screenshot: The Timeline view on the Cases page, showing upcoming services by day: a memorial service tomorrow, then a viewing and a burial this week.) Add the location, officiant, cemetery and plot, casket or urn, and any special requests as you learn them. Everything is collapsed behind a **Show details** toggle so the card stays readable when there is a lot on it, and everything is editable later by opening the same form again. (Screenshot: A cremation opened with Show details: the place and address, the officiant, the casket and a special request, with Guest registration switched on and seven responses.) Each service card also has a **Guest registration** switch. Turn it on to open registration for that service. The card shows how many responses have come in. > **Caution:** The family sees every service on the case, with whatever date, time and > place you have filled in. If a viewing is missing its time on the case, it is > missing its time in the portal too. ## Arranged services At the top of the Services & Tasks tab, **Arranged services** lists what has been arranged for the case from your firm's service catalogue, with quantity, price and a total. Use its **Add service** button to pick an item from the catalogue, or add a custom line with your own description and price. When a family asks about a service from their portal, the request appears here as well. Choose **Add to case** to arrange it, or **Dismiss**. Families see what is arranged in their portal, but never the prices. (Screenshot: Arranged services on a case, with quantity, price and total, and above them a family's request for a coffee table with Add to case and Dismiss.) ## Internal calendar events Alongside services, a case can also hold calendar events for your own team: internal meetings, calls, or anything else worth putting a time on that is not itself part of the funeral. Each event has a title, a type (meeting, call, or other), a date, time, duration, location, and a free-text description. Calls logged on the case show up in the same **Meetings & calls** list. These events are internal. They exist to help your team keep track of when something is happening on a case, not to tell the family anything, and they never appear in the family portal. (Screenshot: Meetings & calls on a case: an arrangement conference and two calls, with Add meeting at the top right.) ## Creating and editing From the Services & Tasks tab, use **Add Service** under Services for anything the family should see, and **Add meeting** under Meetings & calls for anything that is purely internal. Both open the same way: fill in the fields, save, and the entry appears as a card. Click the pencil on a card to edit it, or the trash icon to remove it. ## Linking a meeting to notes A calendar event or a logged call can be linked to meeting notes directly from its card. If you are about to sit down with a family, or you have just gotten off the phone, use **Transcribe & note** to start a recording pre-linked to that event, or **Link existing note** to attach one you already wrote. Once a note is linked, **View notes** opens it. See [Meeting notes](/docs/daily-work/meeting-notes/) for how the recording itself works. ## What the family sees In the family portal, the **Overview** tab has a **Schedule** section that lists the services on the case, with their date, time and location. Families can add any dated service to their own calendar with **Add to calendar**, which downloads a standard calendar file rather than requiring an account with any particular calendar provider. Above it, under "Here's where things stand", the portal shows the earliest upcoming service, so a family checking in does not have to hunt through a full schedule to find the thing they actually came to check. Before any date is set, it tells them the funeral home will share the date soon. ## Next Recording and organizing what a family tells you: [Meeting notes](/docs/daily-work/meeting-notes/). Source: https://lethra.ai/docs/daily-work/scheduling/ --- # Meeting notes > Recording a family meeting, diarisation and transcription, what the agent organizes from it, resuming a recording, and the notes editor. Meetings with a family carry information you cannot get any other way: what they actually want, in their own words. The Notes tab exists so that conversation does not just live in your memory. ## Starting a recording From a case's **Notes** tab, or from **Meeting Notes** in the main sidebar, click **New note**. It starts capturing straight away: a live waveform and a timer show the microphone is active, and a transcript builds up in real time as people speak. Click the arrow next to the timer to show or hide it. (Screenshot: The Meeting Notes page, listing three notes with the case each belongs to and a short summary, and a New Note button.) You can also start a recording pre-linked to a specific meeting or call. From a calendar event or a logged call on the Services & Tasks tab, use **Transcribe & note**, and the recording opens already attached to that event, with the title and attendees filled in from it. (Screenshot: Meetings & calls on the Services & Tasks tab: an arrangement conference and two calls, each with Transcribe & note and Link existing note, and View notes on the one that already has a note.) While recording, you can: - **Type alongside it.** The main writing area is for anything you want to write in your own words as the conversation happens. - **Give it a title**, or leave it blank and let the title be generated once you have content. - **Pick the case.** From the Meeting Notes page, a case selector sits under the title. Leave it on **General** if the note does not belong to a case. - **Pause.** **Stop** pauses the microphone, and **Resume** picks it up again. - **Stop and come back.** Leaving the recorder with **Back to notes** saves what you have as a note rather than discarding it, unless it is entirely empty. ## Diarisation and transcription The live transcript you see while recording is a first pass. When you click **Generate notes**, Lethra runs the recorded audio through a second, more careful transcription that separates speakers, so the write-up can say "Speaker A" and "Speaker B" rather than a single run-on block of text. If that step fails for any reason, it falls back to the live transcript rather than losing the recording. ## What the agent extracts Once there is a transcript, typed notes, or both, stop the recording and click **Generate notes** to have it turned into a structured note. It is written in the language you use Lethra in and always follows the same shape: - **Summary**, a few sentences of what the meeting was about. - **Attendees**, who was there. - **Key Decisions**, what was actually agreed. - **Action Items**, what needs doing next, and by whom if that was said. - **Next Steps**, and **Other Notes** for anything left over. (Screenshot: An organized meeting note, with the Summary, Attendees and Key Decisions sections, and the Resume meeting and Transcript buttons above it.) This structured note becomes the note's main content. The raw transcript and your typed notes are kept alongside it, so you can always go back to what was actually said if the summary leaves something out. If the note belongs to a case, the structured note is also shared with that case's agent, so it can pick up the follow-ups. Lethra confirms this with a "Shared with agent" message. ## Resuming an existing recording Open any note and choose **Resume meeting** to pick the conversation back up: the microphone starts again, the previous transcript is kept, and new audio is appended to it rather than replacing it. This is the way to handle a meeting that pauses and picks up later, or a follow-up call about the same subject, without ending up with two disconnected notes. ## The notes editor Every note opens in an editor where the body text can be edited directly like any other document. It saves as you type. The buttons above it show **Transcript** and **Original notes** (your typed notes) underneath, so you can check them against the summary. A note that has not been organized yet offers **Organize notes** instead. **Delete** removes the note outright. On a phone, these actions sit in the menu at the top right. A note can be attached to a case at any time, whether it started there or was created from the general Meeting Notes page: use the case selector on the note, and **View case** to jump to the case. Once attached, it appears alongside that case's other notes, and can be linked back to the calendar event or call it came from. The Meeting Notes page shows only your own notes at first. Use the filter next to the search bar to see your colleagues' notes, or narrow by author or case. Typing in the search bar filters the list, and pressing Enter asks the Assistant your question across all your notes. > **Note:** Meeting notes are internal. Families never see the Notes tab, the transcript, > or anything generated from it, unless you separately choose to share > something with them. ## Next Where a task or a service you discuss in a meeting ends up: [Cases and tasks](/docs/daily-work/cases-and-tasks/). Source: https://lethra.ai/docs/daily-work/meeting-notes/ --- # Documents > The company-wide Documents page and the per-case Documents tab, uploading files, previewing PDFs, sharing with the family, proofs, versions, and deleting. Documents live in two places: the company-wide **Documents** page in the main sidebar, and the **Documents** tab on each case. The Documents page holds everything drafted in Lethra. The case tab shows that family's drafts, together with the files uploaded to the case. ## The Documents page The main **Documents** page lists every document your firm has drafted, split into two tabs: - **All documents** shows every document, whether or not it is linked to a case. - **Templates** shows your reusable templates, covered in [Document templates](/docs/documents-hub/templates/). (Screenshot: The Documents page, with drafts and final documents shown as cards, a search bar, and the All documents and Templates switch.) From here you can start a blank document with **New document**, import an existing `.docx` file with **Import Word file**, or open anything you already have. Use the search bar to find a document by title, or to ask the assistant about your documents. > **Note:** Importing a `.docx` file works either as a one-off document or as a new > template, up to 15 MB. Choose **A new document** or **A reusable template** > when you import it. (Screenshot: The Import Word file window, with a file picker and the choice between A new document and A reusable template.) ## The per-case Documents tab Open a case and go to its **Documents** tab to see everything for that family in one place. It is split into three sections. (Screenshot: The Documents tab of a case, listing an obituary and a cost estimate under Drafts, with the upload area for files below.) - **Drafts** are documents created in Lethra's editor and linked to this case. Use **New draft** to start a **Blank document** or one **From template**. Clicking a draft opens it in the document editor. - **Stationery proofs** are designs you have sent to the family to check, covered below. - **Uploaded files** are files added to the case: scanned certificates, signed forms, photos, anything that did not start life inside Lethra. Drafts and uploaded files are grouped by document type (death certificate, burial permit, service contract, and so on), using the types configured for your firm. ## Uploading a file In the Uploaded files section, choose the document type from the dropdown, then either drag a file onto the drop zone or click **Choose File** to pick one from your computer. The upload shows its progress and appears in the matching group as soon as it finishes. ## Previewing without leaving the app Click any uploaded file to open it in a preview dialog. PDFs render directly in the dialog, so you do not need to download a file just to check what is in it. If a file cannot be previewed, Lethra tells you rather than showing a blank screen. Use the download button next to a file if you need a copy on your own computer. ## Sharing a document with the family Each uploaded file has a share toggle. Turning it on makes that file visible to the family in the [family portal](/docs/getting-started/family-portal/); turning it off removes it again. The icon tells you the state at a glance: a share icon means the family cannot see it yet, a check mark means they can. (Screenshot: Uploaded files on a case, grouped by type, each with Send as proof, a share icon or a check mark when the family can see it, download and delete. Above them, a mourning letter sent as a proof.) > **Caution:** Sharing is per file and always something you choose. A document is never > visible to a family because the agent prepared it, only because you turned > sharing on for it. ## Sending a proof to the family For a mourning letter, prayer card or other printed item, upload the design and click **Send as proof** next to it. It then appears under **Stationery proofs** with its version and status. The family reviews it in their portal, on **The farewell** tab, and either confirms it or asks for a correction. ## Editing and versions A draft opens as a Word document, shown page by page. To change it, ask the **Assistant** in the panel beside it, in plain language. Its edits arrive as tracked changes, which you accept or reject one by one, or all at once, under **Edits**. (Screenshot: An obituary in the editor with the Edits panel open: two tracked changes from the assistant, each with accept and reject, and Accept all and Reject all at the top.) (Screenshot: The History panel: four versions of the obituary with when and why each was saved, the current one marked, and preview and restore buttons.) Every change saves a new version of the document. The editor header shows the version number and when it was last saved, and **History** lists every version, so you can preview an older one and restore it. ## Deleting Drafts and uploaded files can be deleted from their trash icon, and an open document from **Delete document** in the editor's menu. Lethra asks you to confirm first, since deleting a draft removes the document itself and deleting an upload removes the file from storage. Neither can be undone. ## Next Building reusable documents: [Document templates](/docs/documents-hub/templates/). Source: https://lethra.ai/docs/documents-hub/documents/ --- # Document templates > Building reusable templates with variables, drafting with AI from a template, and exporting a document as PDF or DOCX. A template is a document you intend to reuse, such as a service contract or a standard letter, with placeholders for the details that change from one case to the next. Templates live under the **Templates** tab of the Documents page. ## Creating a template Start a new template with **New template** on the Templates tab, or turn an existing document into one from its menu (**Save as template** and back again with **Convert to document**). Give it a name and a document type, so it groups correctly alongside your other document types on the case tab and in the create-from-template menu. (Screenshot: The Templates tab of the Documents page: three templates, each with its type, Draft document and Use template, and New template at the top right.) You can also import an existing `.docx` file as a starting point instead of building one from scratch. ## Variables A template can contain `{{variable}}` placeholders that Lethra fills in from the case and company. The **Variables** panel in the document editor lists what is available: - **Case variables**, such as the deceased's name, dates of birth and death, and the primary contact's name, email, phone and relation. - **Company variables**, such as your firm's name, address, phone and website. - **General variables**, such as today's date and the signed-in user's email. (Screenshot: A template open in the editor, an obituary with variables such as full_name and date_of_death in double curly braces, and the AI assistant beside it.) From the panel you can click a variable to add it to the end of the document, pick the **Linked case**, and use **Resolve all** to fill in every variable already in the document from that case at once. Values that cannot be found are left blank rather than guessed. (Screenshot: The Variables panel next to a template, linked to Margriet Vandenberghe's case: each variable with the value it would get, and Resolve all at the top.) ## Using a template On the Templates tab, each template has two buttons. **Use template** makes a fresh copy for you to work on, and **Draft document** has the agent fill it in, as described below. You can also start from a template on a case, with **New draft** and **From template** on its Documents tab. ## Drafting with AI from a template Click **Draft document** on a template to have the agent produce a filled-in draft in one step. In the **Draft with AI** window, pick the case it should draft for (or none), add any extra instructions in plain language, and Lethra generates a new document from the template and opens it in the editor, ready to check. (Screenshot: The Draft with AI window for the Obituary template, linked to Margriet Vandenberghe's case, with extra instructions about the bakery and a donation instead of flowers.) (Screenshot: A finished obituary for Margriet Vandenberghe in the document editor, with the AI assistant and its quick actions on the right.) > **Note:** This creates a draft for you to review. It does not send anything or file > anything on its own; you still decide what happens to the finished document. ## Generating a PDF or DOCX From the document editor's menu you can: - **Export Word (.docx)**, which gives you the file as Word would save it. - **Export PDF**, which uses your browser's print output to produce a PDF of the document exactly as rendered on screen. (Screenshot: The menu in the document editor: Export Word (.docx), Export PDF, Save as template and Delete document.) There is no separate print or export hub. Both options live in that one menu on the document itself, so exporting is always the last step after you have finished editing. ## Next Uploading and sharing files: [Documents](/docs/documents-hub/documents/). Source: https://lethra.ai/docs/documents-hub/templates/ --- # The inbox, in depth > How items arrive and leave, what happens when you approve a draft, which mailbox a message sends from, answering the agent, and who sees what. The [inbox overview](/docs/getting-started/the-inbox/) covers the layout and a daily routine. This article goes into the details worth knowing once you use it every day. ## How items arrive and leave Every item is something that happened on a case or a lead, together with a question for a person. Lethra adds it when the situation comes up and removes it when the situation is resolved, wherever that happens. - A **draft** leaves when it is sent or discarded, whether that is in the inbox, on the case or in the assistant chat. If the agent writes a newer draft to the same person, it replaces the older one. If you send it from your Gmail drafts, Lethra notices that too. - A **condolence** leaves when it is published or hidden, in the inbox or under **Growth**, **Obituaries**. - A **First Call** or a **call back** leaves when you mark it handled, or when the lead becomes a case. - A family asking **to talk now** leaves on its own as soon as someone answers the call. - An **email that did not go out** leaves when it is sent again or dismissed. - A **message from the family**, sent through the family portal, leaves when you have answered them and marked it done. - An **ad alert** leaves on its own when the next morning's review finds the problem solved, for example after you publish the campaign it was about. You can also dismiss it; it then stays quiet for 14 days. So the list stays honest: something you dealt with on the case does not linger in the inbox. ## What happens when you approve Approving sends the email straight away. It only goes out once, even if two people approve the same draft at the same moment: the second person is told it was already handled. If the email cannot be sent, it comes back to the inbox as **Email did not go out**, with the reason. Choose **Retry** to try again. If the email bounced, the address is probably wrong, so check it on the case and then ask the agent to send it again. Retrying a bounce would only bounce again, so that button is not offered. (Screenshot: An email that did not go out: the email to the municipality, marked Failed to send, the reason, and Retry, I'm on it and Dismiss.) > **Note:** By default, nothing the agent writes to a family or a supplier leaves your firm > until someone approves it. A firm can let the agent send on its own, under > **Your Company**, **Vendors**, **Outbound emails**. Those emails skip the inbox, unless > sending fails. ## Which mailbox a message sends from Every draft to a family or supplier goes from one of two places, and the draft shows which before you approve it. (Screenshot: An agent draft marked From agent mailbox, with Approve and send, Discard, Use my Gmail and Save as rule beneath it.) - **Your Gmail**, so the message arrives looking like it came from you personally. - **The agent mailbox**, a separate address that belongs to the firm rather than to any one person. If it is set to the wrong one for that message, switch it on the draft before sending. ### Saving your choice as a rule **Save as rule** teaches the agent to use the same mailbox for that kind of email next time, so you correct the pattern once rather than every week. Most firms end up sending family correspondence from a personal Gmail and supplier or administrative email from the agent mailbox, but there is no fixed rule: it follows what you teach it. Replies come back to whichever mailbox the original message was sent from, and Lethra reads case-related replies either way, so the case stays in sync. ## Your Gmail connection and draft mirroring Connecting your Gmail account is what makes sending from your own address possible. Once it is connected, a draft set to send from your Gmail is also copied into your Gmail Drafts folder, so you can review it in either place. Approving it in Lethra sends it. Connect or disconnect Gmail from your account settings. Without it, drafts can still be approved and sent from the agent mailbox. (Screenshot: Your Account with a connected Google account: the calendar, Enable email sending, and the mailbox preferences the agent follows.) ## Answering the agent The agent asks for a decision when it reaches something it should not decide alone: a value on the case that differs from eLys, a choice the family left open, information only your team has. Its question waits in the inbox until someone deals with it. (Screenshot: The agent's question about a date of death that differs from eLys, with a box to answer the agent, a Send to the agent button, and I'm on it and Mark done beneath.) Type your answer and click **Send to the agent**. It goes into a conversation with the agent about that case, which you find on the case's **Assistant** tab, and the agent replies there. The family never sees it. ## Who sees what - **Urgent** items go to everyone. - Items on a case go to the people responsible for it: whoever created the case and anyone with an open task on it. They see them under **For you**. - On a case shared with the whole team, which is the default, everyone else sees its items under **Team**. You change this per case with **Share inbox items with the whole team**, on the case's **Agent** tab. - Items not tied to a case yet go to everyone, under **Team**. Sharing changes who is asked, not who can open a case. Everyone at your firm can still open every case, and **Include cases not shared with me** at the top of the inbox shows those items too. ## Next What the agent does on its own, and what it always leaves to you: [Working with the agent](/docs/getting-started/the-agent/). Source: https://lethra.ai/docs/communication/inbox-in-depth/ --- # The AI phone receptionist > What the phone receptionist can answer, what it records on the case, and what it never promises a caller. Lethra can answer your firm's phone line with an AI receptionist that holds a live voice conversation. It picks up when a call comes in, speaks with the caller in real time, and puts what it learns onto the right record. ## When it answers The receptionist answers within your configured business hours, and outside them if you have turned on after-hours coverage. If a call comes in while neither applies, it forwards to your configured number instead, or plays a short closed message if no number is set. (Screenshot: The phone receptionist settings, switched on, with the number callers dial, the forwarding number, after-hours mode and the greeting.) You can also give it a **forwarding number** so it can hand a live call straight to a person when that is the right thing to do. ## What it can do on a call All three can run together, and the receptionist moves between them smoothly within a single call rather than forcing a caller to choose. - **Intake.** If someone has died, it gathers their name and a callback number calmly, reassures them the team has been alerted, and takes the message as urgent. It does not walk into a planning conversation on this path, even if planning is also enabled. - **Questions and answers.** It answers from your firm's knowledge base and the details on your company profile: address, phone number, services, team. If it does not know something, it offers to take a message rather than guess. - **Plan ahead.** For a caller arranging their own funeral in advance, it walks through what matters, burial or cremation, the kind of ceremony, music or readings, who should be involved, one topic at a time, and records it as a lead for your team to follow up on. For anything urgent or requiring a human decision, including complex pricing or a complaint, it transfers to a human if a forwarding number is configured, and takes a message if one is not. ## What it records Every call is recorded with the caller's number and a running transcript. Depending on how the conversation went, it also records: - **A message**, with the caller's name if given, a callback number, the reason they called, and an urgency level. The message becomes a **Call back** item in your [inbox](/docs/getting-started/the-inbox/). A high-urgency message, such as a death being reported, goes to the top of the inbox as urgent and alerts your team immediately. - **A pre-planning lead**, when the caller was arranging their own arrangements ahead of time, with their wishes and contact details. It also becomes a **Call back** item, so someone follows up. - **A transfer**, when it hands the call to a human. Throughout the call, the receptionist listens for a death, or a death that is expected soon. As soon as it hears one, it alerts your team as urgent, with the caller's number to call back, without waiting for the end of the call. (Screenshot: A callback in the inbox: the receptionist's summary of an after-hours call, the caller's name and number, and a button to call them back.) ## What it never promises - It does not invent an answer. If something is not in your knowledge base or company details, it says so and offers to take a message instead of guessing. - It does not quote or negotiate pricing. - It does not commit your firm to a date, a supplier, or a service it has not been told about. - It does not act on anything outside the call it is currently handling. If a family already told your firm something on a different call or by email, the receptionist only knows once it is on the case. > **Note:** The receptionist's on/off switch, the greeting, the forwarding number and > after-hours mode are all configured under **Your Company**, in the **First > Call** tab, under **Phone Receptionist**, and take effect on the next call. > Business hours are set on the **Company** tab. ## Next Where messages and callbacks end up: [The inbox, in depth](/docs/communication/inbox-in-depth/). Source: https://lethra.ai/docs/communication/phone-receptionist/ --- # First Call, the website chat > How First Call works as the front desk on your website, how it adapts to what each person needs, how you steer it, and what reaches your team. First Call is the chat on your website. Think of it as your front desk: it is there day and night, it helps first when something is urgent, it answers questions, and it works out what someone needs. Then it passes them on to the right place. It is separate from the [phone receptionist](/docs/communication/phone-receptionist/): the phone line keeps working exactly as before, whatever you change here. It is also separate from **Your planning** in the [family portal](/docs/getting-started/family-portal/), where people record their own wishes. (Screenshot: First Call as a visitor opens it on your website: a short greeting, the quick replies Plan ahead, Someone is close to passing and Someone just passed, and a Sign in link for people who already have a plan or a family space.) ## How a conversation ends Every First Call conversation ends in one of three ways: - **Someone from your team takes over.** A call, a callback, a message or an urgent alert reaches your team. - **The question is answered.** First Call answers from your company knowledge, then offers one clear next step: a call back, a meeting, or a quote. Someone arranging things ahead for a parent or partner, or comparing funeral homes, is offered a call or a meeting with your team. First Call never books anything itself: you get the request and get in touch. - **They move on to their own space.** Someone who wants to plan their own farewell continues in **Your planning**, in the portal. First Call never records wishes itself, and it never shows anyone a plan or a case. A name or phone number typed in the chat does not give access to anything. Someone who asks about an existing arrangement is asked to sign in to their family space, or First Call passes the question on to you. ## Prices and contact details When someone asks what something costs, First Call answers with the prices or packages in your company knowledge or on your website, and adds that your team gives an exact quote. It never makes up, estimates or negotiates a price. If you have not published prices, it says so and offers to have you send a quote. To have First Call quote prices, add your price list or packages to your company knowledge. First Call asks how to reach someone only once it has helped them: after answering their first question, or as part of offering a call back. When someone has just passed, it asks right away whether they would like a call. If they would rather not share their details, it keeps helping. ## One conversation, no paths to pick Nobody has to choose a path. First Call reads each conversation as it goes and adapts to what the person needs, the way someone at your front desk would. A question about prices can turn into "my mother died this morning", and First Call follows. Under its greeting, people see three quick replies: **Plan ahead**, **Someone is close to passing** and **Someone just passed**. Tapping one is simply a shortcut for typing it. Anyone can also just write what they need, and change direction at any time. There is nothing to confirm or undo. What First Call does depends on what someone tells it: - **Someone just passed**: calm, practical guidance for the first hours. It asks right away whether your team should call, and gives your phone number. On the full-page chat a **Call now** button shows your urgent number or, if you left that empty, your main phone number. If you turn on **Offer live talk**, the family can also start a live voice call with your team right in the chat. - **Someone is close to passing**: gentle support for families preparing for a death that is expected soon, and an offer to be called by your team. - **Planning their own funeral ahead**: First Call does not do the planning in the chat. It offers their own planning space instead, as below. - **Anything else**: questions, comparing funeral homes, a supplier. First Call answers and offers a next step. First Call never assumes that someone has died or is dying unless the person says so. The **Call** button in the chat header is always there for anyone who would rather speak to a person. ## When someone wants to plan ahead When someone taps **Plan ahead**, or says in the chat that they want to arrange their own funeral, First Call shows a card: **Continue in your planning space**. Nothing happens until they tap it. (Screenshot: In the website chat, a visitor says they would like to arrange their own funeral in advance, and First Call answers with a card: Plan your own farewell, with a Continue in your planning space button.) Tapping it opens **Your planning** in a new tab, already linked to your funeral home. Whatever they told First Call about themselves, such as their name, how to reach them and anything they already said about their wishes, comes along, so they are not asked again. The chat on your website stays open where it was. People who already have a plan with you see a **Continue your plan** card in the chat instead. Everyone else sees a small **Sign in** link, for their own plan or for a loved one's family space. ## What your team sees - In **Leads**, each conversation shows a small label with the situation First Call understood from it. - When someone has just passed or is close to passing, and the family leaves a phone number or email, your team is alerted straight away and an urgent item appears at the top of your **Inbox** for everyone at the firm, linked to that lead. It stays there until someone marks it handled or the lead becomes a case. To keep helping a family whose loved one is close to passing, open a case from that item and invite them to the [family portal](/docs/getting-started/family-portal/). First Call only tells a family that your team has been alerted when that really happened. - When a family asks for a live call, a **Wants to talk now** item appears in your **Inbox** and your team is alerted in the dashboard. Whoever answers joins the call with one tap. Nothing is recorded. - Messages that are not about a family, from a supplier, a job applicant or the press for example, arrive in your **Inbox** as plain messages. They are never counted as leads. ## Settings Go to **Your Company, First Call**: - **Overview**: where First Call answers and what it can do. - **Situations & style**: what First Call handles, and how. - **Website assistant**: the chat button on your website. - **Phone Receptionist**: settings for the phone line only. (Screenshot: The First Call tab under Your Company, with the overview showing where First Call answers and what it can do.) ### What First Call handles Each situation has its own card with a switch. **Someone just passed** and **Someone is close to passing** decide whether First Call takes urgent requests for them; when one is off, First Call gives your phone number instead. **Planning ahead** decides whether it offers people their own planning space. At least one must stay on. Questions are always answered. (Screenshot: The Situations & style settings, with switches for Someone just passed, Someone is close to passing and Planning ahead.) A situation's options appear inside its card while it is on: **Someone just passed** holds the **Urgent number** and the **Offer live talk** checkbox, and **Planning ahead** holds the **Planning questions** used in **Your planning**. ### How it handles each situation Open **Always applies** to see what First Call always does in that situation, such as asking whether your team should call and never claiming your team was alerted when it was not. You cannot switch these off. Click **Adjust how it handles this** to write your own approach: the tone, what to ask first, what to offer. The box shows the recommended approach until you type your own; **Reset to default** brings it back. Whatever you write, the rules under **Always applies** stay in place. (Screenshot: The Someone just passed card opened, with the Always applies list and the How to handle this box showing the recommended approach.) ### House style **House style** applies to every reply, whatever the situation: how to address people, what to highlight, what never to say. For example: address families formally, mention that you can visit at home, never recommend other funeral homes. (Screenshot: The House style box with an example: always address families formally, mention home visits, never recommend other funeral homes.) ## Linking straight from your website Your website's buttons can open First Call with a quick reply already sent. The Lethra website template does this already: "A death has occurred" starts the conversation with **Someone just passed**, and "Plan for later" shows the **Continue in your planning space** card. Source: https://lethra.ai/docs/communication/first-call/ --- # The Assistant > What the firm-wide Assistant can see and do across cases, how to reach it from the keyboard, and the boundary it never crosses. Every case has its own [Assistant tab](/docs/getting-started/the-agent/#asking-it-directly) scoped to that case. Alongside it, **Assistant** in the main sidebar is not tied to any one family: it can be pointed at a single case, at your whole firm, or asked without any case in mind at all. ## What it can see Each conversation with the Assistant has a context, shown next to the message box, and you can change it at any time: - **General**, for anything about your funeral home: questions across all your cases, your team and your workload, or nothing case-related at all. New conversations start here. - **A specific case**, when you want it reasoning about one family only. (Screenshot: The Assistant, asking How can I help today?, with suggestions such as Find a case and Draft an email to a vendor above the message box.) Switching context on an existing conversation changes what it can draw on from that point; starting a new conversation lets you choose the context before asking anything. (Screenshot: The context picker next to the message box, open on General and the list of cases.) ## What it can do Ask it in plain language, the same way you would ask a colleague: - Questions about a case: what is missing, what was agreed, what is coming up next. - Drafting: a reply to a family member, a note for the file. - Questions across your firm, in the General context. (Screenshot: A conversation with the Assistant in General: asked what services are on this week, it answers with a table of four services and points out the one to watch.) It answers from what is actually on the record. If a case does not say where a service is being held, it will not guess one. You can also attach files to a message (up to five, 20 MB each), dictate with the microphone, or switch to voice mode and simply talk. When you share a file that belongs to a case, the Assistant can save it to that case and shows you where it went. ## Getting to it from the keyboard You do not need to open the Assistant page to start asking it something. - **Type to focus.** On the Assistant page, and on every tab of a case, just start typing and the message box takes over. On a case it reads *Ask the agent anything*, and sending opens the case's own **Assistant** tab. - **The command palette.** Press `Cmd+K` (or `Ctrl+K`) from anywhere in Lethra to open it. Typing a question rather than a name is recognised as a question, and pressing Enter sends it straight to the Assistant, scoped to whichever case you were viewing when you opened the palette. The same palette finds cases, conversations, documents and leads by name, and offers shortcuts like drafting an email or adding a note for the case you are on. - **`Cmd+N` (or `Ctrl+N`)** on the Assistant page starts a fresh conversation in **General**. From anywhere else, use **New conversation** in the command palette. (Screenshot: The command palette opened on a case: questions and shortcuts for that case, recent conversations, and Create new case.) Recent conversations are kept so you can pick one back up rather than losing your place. ## The approval boundary The Assistant answers questions and drafts things at your request. It does not send anything to a family, file anything official, or take an action on a case on its own initiative: that is what the [agent](/docs/getting-started/the-agent/) does in the background, and the same rule applies to both. > **Caution:** Anything the Assistant drafts on your behalf still goes through the same > approval you would give any other draft. Asking it to write something is not > the same as sending it. ## Scheduled check-ins You can ask the Assistant to come back to something by itself, once or on a schedule: "Review our ads every Monday at 8 and email me what to change", or "On the 1st of each month, look at the blog and suggest three new posts". - It repeats the schedule back to you in plain words before saving it. - Repeating check-ins run daily, weekly on chosen days, or monthly, at a time in your funeral home's timezone. You can have up to 10 active. - Each check-in has its own conversation, so every new report sits under the last one. If you chose email, the report also arrives from your funeral home's assistant mailbox, and replying continues the conversation. - Your check-ins appear under **Scheduled** in the sidebar, where you can pause, resume or delete them. You can also just ask: "stop the weekly ad review". During a check-in the Assistant only reads and suggests. It never publishes, changes budgets, sends emails to families or edits anything; budget or publish changes can only be prepared for you to approve. If a check-in fails three times in a row, it pauses and tells you why. ## Next How drafts wait for you and how to approve them: [The inbox, in depth](/docs/communication/inbox-in-depth/). Source: https://lethra.ai/docs/communication/assistant/ --- # Contacts > One list of everyone your funeral home deals with, how people get into it, merging duplicates, consent for news and invitations, saved lists, and deleting someone's data. **Contacts** is one list of everyone your funeral home deals with: the families you served, people planning ahead and the relatives they invite, website enquiries, newsletter subscribers, and people who wrote a condolence message or answered a form. Open it from **Contacts** in the sidebar. (Screenshot: The Contacts page: filters for families, planners, enquiries, subscribers and community, a saved list, a search box, and a list of people with their role, case and the news they agreed to.) Each funeral home has its own list. If you manage several homes, you see the list of the home you are working in. ## How people get into your contacts You rarely add anyone by hand. Lethra adds a person the first time they reach you, wherever that is: - someone on a case's contact list, - a person who plans ahead, and the relatives they invite, - a callback request, a chat with First Call, or a newsletter sign-up on your website, - an answer to a form on your website, - a condolence message or a reply to a funeral invitation, - an email or call that arrives in the inbox. Lethra recognises the same person by email address or phone number, however the number was typed (`0475 12 34 56` and `+32 475 12 34 56` are the same). When a person comes back, for example when an enquiry becomes a case, everything is added to the same contact. Two people can share an email address or a landline, like a couple. When the names clearly differ, Lethra keeps them as two contacts and asks you whether they are the same person (see below). Vendors and your own team are not part of Contacts. They stay in the inbox as before. To add someone yourself, click **Add contact**. If the email address or phone number is already known, Lethra opens the existing contact instead of making a second one. ## Finding people Use the filters at the top: **Families**, **Planners**, **Enquiries**, **Subscribers** and **Community** (people you only know from a condolence, a funeral invitation or a form). Search by name, email, phone or the name of the deceased, and sort by recent activity, name or date added. **Export CSV** downloads the people in the current view. A **Quiet period** label means the person is on a case where the death or the funeral was recent. See [the quiet period](#the-quiet-period-after-a-death). ## A contact's page Click a person to open their page. It shows their details and notes, their consent, everything they are linked to (cases with their relation, plans, website enquiries, condolence messages), and a timeline of the emails and calls with them. Click an item in the timeline to open it in its case or in the inbox. (Screenshot: A contact's page: details and notes, consent for each purpose, the case the person is on, and a timeline of emails.) Click **Edit** to change the name, email, phone, language or notes. A case's contact list keeps the details given for that case; the contact page holds the latest ones. You can also reach a person's page with **Open contact** in the inbox, on a case's contact list and on a lead. ## Possible duplicates When two contacts may be the same person, a bar at the top of Contacts says how many there are. Click **Review** to compare them side by side. (Screenshot: The possible duplicates window: two contacts with the same phone number side by side, one selected to keep, with Not the same person and Merge buttons.) Choose the contact to keep and click **Merge**: everything linked to the other one moves over, and empty fields are filled in. If they are different people, click **Not the same person**. To merge two contacts Lethra did not suggest, open one of them, click the **...** menu and choose **Merge with another contact**. ## Consent for news and invitations Being in your contacts does not mean you may send someone news or invitations. Only consent does. The **Consent** card on a contact's page shows, for email and text message, whether the person agreed to the **Newsletter**, **Events** and **Aftercare**. Consent is recorded in four ways: - **Newsletter sign-up on your website.** The form shows what people agree to. They then get an email with a link, and the consent is recorded only once they open it and click **Confirm subscription**. - **A form on your website.** A consent tick box can be set to count as agreeing to the newsletter, events or aftercare. Ask the website assistant for it when you add the form. A ticked box is recorded with the box's text. - **The family portal.** Families can turn on **Keep me informed** on their case to hear about remembrance events and support after the funeral. - **By you.** When someone agrees on a paper form, in person or by phone, click **Record consent** next to the purpose, choose how they agreed and write down what they agreed to. (Screenshot: The Record consent window: how the person agreed, and a box for what they agreed to.) (Screenshot: The Keep me informed switch in the family portal, with the text the family agrees to.) Click **Withdraw** when someone changes their mind. Every email Lethra sends about news or events carries an unsubscribe link: one click withdraws all of that person's consents for email. **History** on the consent card shows every change, with where it came from and the exact wording. ## The quiet period after a death Families are excluded from marketing eligibility, not removed from lists, for a while after a death or a funeral, even if they agreed to hear from you. The period is 8 weeks unless you change it: click the settings button next to **Export CSV** on the Contacts page. ## Lists Open **Lists**, then **Create list** and give it a name. A list contains the people you choose, regardless of their category or permission to receive marketing. Lists are shared with staff of the active funeral home. (Screenshot: Lists and their member counts.) ### Choose contacts In **All contacts**, tick individual people or the checkbox above the results. Select-all includes only the displayed results. The toolbar shows the selected count; choose **Add to list** or **Create list**. (Screenshot: Selected contacts and the list actions.) On a contact's page, the **Lists** section shows their memberships. Use **Add to list** to choose an existing list or create one. The X removes this person from that list only. (Screenshot: Choosing a list from a contact's page.) ### Manage members Open a list to see all its members, including those without consent or in the quiet period. Search narrows the displayed members; **Export CSV** downloads those displayed people, not an approved marketing audience. (Screenshot: A manual list with its chosen members.) Choose **Add contacts** to search for more people and tick the ones to add. A person can be on several lists; adding the same person again does not create a duplicate. (Screenshot: The searchable contact picker.) Tick members and choose **Remove from list** to remove only those memberships. **Rename list** changes its name. **Delete list** asks for confirmation and keeps every contact. Merging contacts preserves their lists without duplicate members; deleting a contact's data removes their memberships. Personal-data exports include memberships. Adding someone never records consent or bypasses the quiet period. Changing their category, language or consent does not change their lists. There is no newsletter composer or bulk invitation sender here. Legacy dynamic records remain under **Saved filters**, separate from manually chosen lists. ## Deleting someone's data When a person asks you to delete their data, open their page, click the **...** menu and choose **Delete contact**. Lethra shows what is removed and what stays before anything happens: - **Removed:** their contact details, consents, newsletter and callback requests, form answers, and their name on condolence messages and replies to funeral invitations. - **Kept:** entries on a case's contact list and on planning records. These are part of the case file or the plan. **Export their data** in the same menu downloads everything Lethra holds about the person, for when someone asks for a copy. Source: https://lethra.ai/docs/communication/contacts/ --- # What a group is > How Lethra handles a head office that runs several funeral homes, who sees the group workspace, and how to move between the group and each brand. Some firms run several funeral homes, each with its own name, website and team. Lethra calls each funeral home a brand, and the head office that owns them a group. The group workspace is where head office staff see every brand in one place. Each brand keeps working as its own firm in Lethra, with its own cases, inbox, website, ads and team. The group workspace sits above them. It does not replace the brand dashboards, it gives you a way into all of them. ## How a group is set up Lethra creates the group for you and adds the first members. A funeral home that already uses Lethra can be attached to your group by Lethra. After that, your group adds new brands and invites colleagues itself. See [Brands and websites](/docs/groups/brands-and-websites/) and [The group team](/docs/groups/group-team/). Attaching a brand is permanent. Brands cannot leave a group or move to another one. ## Who sees the group workspace Group members land in the group workspace when they sign in. Staff of a single funeral home never see it. They keep working in their own brand as before. Every group member has the same rights. A member can open every brand, see all cases, add brands, set ad budgets, change the billing details and invite or remove other members. > **Caution:** A group member can open every brand in the group, including every case. Only > give group access to people who should see every family's case in every brand. ## Finding your way around The sidebar of the group workspace has seven pages: - **Overview**: the numbers for the whole group and what needs attention. See [The group overview](/docs/groups/group-overview/). - **Brands**: every brand, with its leads, cases and ad spend. - **Websites**: the status of every brand's site. - **Ad budgets**: a monthly cap per brand. See [Ad budgets](/docs/groups/ad-budgets/). - **Billing** and **Settings**: this month's statement and the group's details. See [Billing and settings](/docs/groups/billing-and-settings/). - **Team**: the people with group access. (Screenshot: The group workspace sidebar: Overview, Brands, Websites, Ad budgets, Billing, Team and Settings, with Open a brand at the bottom.) If you belong to more than one group, click the group name at the top of the sidebar to switch to another group. ## Working inside a brand Click a brand anywhere in the group workspace to open its dashboard. You then work in that brand exactly as its own staff do. To go straight to one page of a brand, use the arrow next to **Open** on the brand's row. It opens the brand's dashboard, leads, cases, inbox, website editor, ads, First Call settings or brand team. **Open a brand**, at the bottom of the group sidebar, lists your brands so you can jump into one. It shows the first ten. With more brands, use the **Brands** page, which has a search box. Inside a brand there are two ways back: - The brand switcher at the top of the sidebar lists **Group workspace** first, then every brand you can open. Pick another brand to switch without going back to the group. - **Group workspace**, at the bottom of the sidebar, takes you back to the overview. ## Next See what the first page tells you: [The group overview](/docs/groups/group-overview/). Source: https://lethra.ai/docs/groups/what-a-group-is/ --- # The group overview > The four numbers for the whole group, the Needs attention list, quick actions, the setup list and the brands table. The overview is the first page you see when you sign in as a group member. It answers one question: is every brand doing what it should? (Screenshot: The group overview: leads, active cases, live websites and ad budget across three brands, a Needs attention list, quick actions and the brands table.) ## The four numbers - **Leads, last 30 days**: new leads across every brand, counted the same way as the **Leads** tab inside a brand. The percentage compares them with the 30 days before. A new group sees "No earlier data yet" until there is something to compare with. - **Active cases**: open cases across every brand. Closed and archived cases are left out, using each brand's own case statuses. - **Live websites**: how many brands have a published site, out of all your brands. - **Ad budget committed**: what the ad campaigns of every brand are set to spend this month, next to the total of your monthly caps. See [Ad budgets](/docs/groups/ad-budgets/). ## Needs attention This list shows what to look at, most urgent first. Each line names the brand and has a button that takes you to the right place. | What you see | The button | | --- | --- | | Ad campaigns are above the monthly cap | **Review budget** opens Ad budgets | | Ad campaigns are close to the monthly cap (85% or more) | **Review budget** opens Ad budgets | | No new leads in 30 days, when there were some the 30 days before | **Open leads** opens that brand's leads | | No website yet | **Create website** opens that brand's website editor | | Website is not published yet | **Open editor** opens that brand's website editor | | Custom domain is not connected yet | **Connect domain** opens that brand's website editor | | First Call is off, so families cannot reach the brand online | **Turn on** opens that brand's First Call settings | The list shows six lines at first. Use **Show all** to see the rest. When nothing needs you, the list says every brand looks healthy. ## Quick actions Shortcuts to the things head office does most: **Add a brand**, **Invite a colleague**, **Set ad budgets** and **View this month's statement**. ## Set up your group A new group also sees a short setup list above the numbers, with four steps: 1. **Add your brands**: done once the group has two brands or more. 2. **Invite your team**: done once the group has two members or more. 3. **Complete billing details**: done once the billing email and address are filled in under **Settings**. 4. **Launch a first website**: done once one brand has a published site. Each open step has a button that takes you there. The list disappears when all four are done. You can also click **Hide**. That is remembered on this browser only, so it may come back on another computer. ## The brands table At the bottom, the five brands with the most leads in the last 30 days. Click a brand to open it. With more than five brands, **View all brands** opens the full list. The columns are explained in [Brands and websites](/docs/groups/brands-and-websites/). ## Next Add brands and keep their websites on track: [Brands and websites](/docs/groups/brands-and-websites/). Source: https://lethra.ai/docs/groups/group-overview/ --- # Brands and websites > The Brands page, adding a new funeral home to the group and copying settings from another brand, the status of every brand's website, and the group's own website template. The **Brands** page lists every funeral home in the group. The **Websites** page shows where each brand's site stands. Both lead straight into the brand when there is work to do. ## The Brands page (Screenshot: The Brands page with three brands, their leads, active cases, ad spend, First Call and Receptionist, and the Open menu of one brand showing its shortcuts.) Each row shows: - **Brand**: the name, with the website underneath. You see the custom domain once it is connected, otherwise **Live**, **Draft** or **No website**. - **Leads, 30 days**: new leads in the last 30 days, with the change compared with the 30 days before. - **Active cases**: cases that are not closed or archived. - **Ad spend**: what the brand's current ad campaigns have spent so far. - **First Call**: on when families can reach the brand online. - **Receptionist**: on when the phone receptionist is switched on and has a phone number. Click a column heading to sort by it. Click it again to reverse the order. With more than five brands, a search box appears above the list. Click a row to open the brand's dashboard. **Open** does the same. The arrow next to it opens one page of the brand directly: dashboard, leads, cases, inbox, website editor, ads, First Call settings or brand team. ## Adding a brand **Add brand**, at the top of the Brands page or the overview, creates a new funeral home in the group. (Screenshot: The Add brand form: brand name, address, phone, language, brand color, logo URL, and Copy settings from with four options.) 1. Enter the **Brand name**. It is the only required field. 2. Add the **Address**, **Phone**, **Language**, **Brand color** and **Logo URL** if you have them. The language starts as the group's language. 3. Under **Copy settings from**, pick an existing brand, or **Start empty**. The first brand in the list is picked for you. 4. Choose what to copy, then click **Create brand**. When you copy from a brand, the new brand also takes its time zone, region and plan. You can then tick: - **Workflows and services**: services and processes, opening hours, case statuses, service and document types, and the lead and planner settings. - **Document templates**: every template that is not archived. - **First Call setup**: how First Call behaves on the website. - **Logo and colors**: off by default. A logo or color you typed in the form wins over the copied one. Phone numbers are never copied, and neither is the urgent contact or the escalation email. Each brand needs its own. Check them in the new brand's First Call settings. The new brand opens in its website editor, so you can pick a template and start its site. If your group has its own template, it is offered first. See [Your group's website template](#your-groups-website-template). > **Note:** A funeral home that already uses Lethra cannot be added this way. Ask Lethra > to attach it to your group. This is permanent: brands cannot move between > groups. ## Websites (Screenshot: The Websites page: the group's own website template at the top, then filters for All, Live, Draft and No website, and one row per brand with its status, First Call, Visit site and Open editor.) The filters at the top show how many brands are **Live**, **Draft** or have **No website**. Each row shows: - when the site was published, or for a draft, when it was last edited - the custom domain or the status - **Domain not connected**, when a custom domain is set but not working yet - whether First Call is on for that brand **Visit site** opens a live site in a new tab. **Open editor**, or **Create website** for a brand without one, opens that brand's website editor. How to build and publish a site is covered in [Website](/docs/growth/website/). ## Your group's website template A group can have a website template of its own, designed in the group's house style. When it does, it sits at the top of the Websites page under **Website template**, with its name and a short description. - **New brands start from it.** When a brand in the group builds its website, the group template is the first one offered, and the website is filled in with that brand's own name, address and phone number. - **It stays within the group.** Only brands in your group can see or use it. Funeral homes outside the group never see it. - **Brands can still choose.** The shared templates stay available next to it, for a brand that needs a different look. Click the template, or **Explore** on it, to open the preview. It shows the template as a new brand would get it, with your group's name filled in. (Screenshot: The template preview on desktop: the Style list set to the group's template, Desktop and Mobile buttons, and the homepage with its menu, a framed photo and a Plan online button.) Use the menu inside the preview to browse every page, just as a visitor would. Switch to **Mobile** to check the same pages on a phone. (Screenshot: The same template on Mobile: the homepage in a phone-sized frame, with the menu folded behind a button and the Plan online button across the full width.) The preview is read only. To change the template itself, or to have one made for your group, contact Lethra. ## Next Keep ad spending under control across the group: [Ad budgets](/docs/groups/ad-budgets/). Source: https://lethra.ai/docs/groups/brands-and-websites/ --- # Ad budgets > Set a monthly cap on ad spending per brand, see how much is committed, and split one total over every brand. Each brand runs its own ad campaigns. On **Ad budgets**, head office sets how much each brand may commit per month. Lethra stops a brand from committing more than that. (Screenshot: The Ad budgets page: total caps, committed this month and room left, a cap per brand with a progress bar, and the Split a total budget form.) ## What counts as committed A campaign commits its daily budget for every day of the month. A campaign of €10 a day in a 31-day month commits €310. Campaigns that are live or in review count. Drafts, and campaigns that are approved but not live yet, paused or completed, do not. This is what a brand has signed up to spend, not what has been spent so far. ## Setting a cap Type an amount in euros next to a brand, then press Enter or click elsewhere. The cap is saved straight away. - **A cap carries over.** It applies to this month and every month after, until you change it. "Since September 2026" under a brand means the cap was set then and still applies. - **Changes start this month.** Earlier months are not touched. - **No cap.** Clear the field, or click the cross next to it. The brand can then commit any amount, from this month on. ## What happens at the cap When a brand tries to put a campaign live, send it for review, or raise its daily budget, Lethra adds it to what the brand has already committed. If the total would go over the cap, the change is refused. Lowering a daily budget is always allowed. A brand can still end up above its cap, for example when you lower a cap below what is already committed. Nothing is stopped in that case. The brand shows **Above cap** and appears on the overview under **Needs attention**. ## Reading the page The four numbers at the top are the total of all caps, what is committed this month, the room left under the caps, and how many brands have a cap. Each brand shows its committed amount, a bar against its cap, the number of live campaigns, and one of four states: - **No cap** - **Within cap** - **Close to cap**: 85% of the cap or more - **Above cap** ## Split a total budget To divide one monthly amount over every brand, enter it under **Split a total budget** and click **Split evenly**. Each brand gets the same amount in whole euros. If the amount does not divide evenly, the first brands get one euro more. Then fine-tune individual brands. Splitting replaces the cap of every brand, including brands that had none. The form only appears when the group has two brands or more. ## Next See what the group pays and set the billing details: [Billing and settings](/docs/groups/billing-and-settings/). Source: https://lethra.ai/docs/groups/ad-budgets/ --- # Billing and settings > The group's monthly statement, how it is built up, and the group name, logo, language and billing details. A group receives one invoice for all its brands. **Billing** shows what that invoice will look like this month. **Settings** holds the details printed on it. ## The monthly statement (Screenshot: The monthly statement: one line per brand, the platform admin fee, the total per month, and the bill-to details with an Edit billing details link.) The statement has: - **One line per brand**, at your rate per brand per month. - **Platform admin fee**: a central fee billed per started block of 25 brands. A group with 1 to 25 brands pays it once, a group with 26 to 50 brands twice, and so on. - **Total** per month. Below the total, the statement shows your rate per brand. The rate goes down as the group grows. When a lower rate applies from a certain number of brands, the statement says from how many brands and at what rate. The statement is based on the brands in your group today. Your invoice from Lethra is final. Use **Print or save as PDF** to keep a copy. The sidebar and buttons are left out of the printed page. ## Billing details **Bill to**, at the top right of the statement, shows the group name, billing address and billing email. When the email or the address is missing, the statement says so. **Add billing details** or **Edit billing details** takes you to **Settings**. ## Group settings Under **Settings**, any group member can change: - **Group name**: shown in the sidebar, on the overview and on the statement. - **Logo URL**: a link to the group's logo. A square logo works best. It is shown in the sidebar and on the statement. - **Language for statements and emails**: English, French or Dutch. A new brand also starts in this language. - **Billing email**: where the invoice goes. - **Billing address**: the company name, VAT number and address, exactly as they should appear on the invoice. Click **Save changes** to keep them. (Screenshot: The group Settings page: group name, logo URL and language under General, and billing email and address under Billing details, with Save changes at the top right.) Settings for one funeral home, such as its own name, logo or opening hours, are changed inside that brand. See [Company settings](/docs/setup/company-settings/). ## Next Give colleagues at head office access: [The group team](/docs/groups/group-team/). Source: https://lethra.ai/docs/groups/billing-and-settings/ --- # The group team > Invite colleagues to the group workspace, see who has signed in, remove members or leave the group, and how group access differs from brand staff. The group team is the people at head office who can see every brand. Staff who work in one funeral home do not belong here. They are invited inside their own brand. (Screenshot: The Team page: Invite a colleague with an email field and Send invite, and the list of members with their last sign-in, one pending invitation, and Remove and Leave group buttons.) ## Inviting a colleague Under **Team**, enter your colleague's email address and click **Send invite**. - **Someone without a Lethra account** receives an invitation email. The link in it brings them to the group workspace. - **Someone who already has an account**, for example as staff of one of your brands, is added straight away. They see the group workspace the next time they sign in. Every member has the same access. There are no roles to choose. > **Caution:** A group member can open every brand in the group and see every case. Only > invite people who should see every family's case in every brand. ## The member list Each member shows their name and email, and when they last signed in. **Invitation pending** means the person has not signed in yet. **You** marks your own account. ## Removing a member or leaving Click **Remove** next to a member, then confirm. They lose access to the group workspace and to every brand in it, unless they are also staff of a brand. In that case they keep working in that one brand. To leave the group yourself, click **Leave group** on your own row. You go back to your own brand dashboard, if you have one. A group always keeps at least one member. When you are the only one, the buttons are not shown. ## Group members and brand staff | | Group member | Brand staff | | --- | --- | --- | | Invited from | **Team** in the group workspace | **Your Company**, **Members & billing** tab, inside the brand | | Sees | Every brand and every case in the group | One brand and its cases | | Lands on after sign-in | The group overview | The brand dashboard | To invite or remove someone who works in a single funeral home, open that brand and go to **Your Company**, **Members & billing** tab. The shortcut **Brand team** in the **Open** menu takes you there. See [Team and access](/docs/setup/team-and-access/). ## Next Back to the start of this section: [What a group is](/docs/groups/what-a-group-is/). Source: https://lethra.ai/docs/groups/group-team/ --- # eLys for Flanders > What eLys is, why it applies to your firm, and what Lethra does with it. eLys is the digital death administration platform run by Athumi for the Flemish Region. Since 1 January 2026 it is the mandatory channel for the inlichtingenfiche, the document that funeral directors submit to record how a deceased person will be buried or cremated, along with the socio-economic data that goes with it. If your firm handles cases in Flanders, this is not optional paperwork on the side: it is the record the region expects for every dossier. > **Note:** The eLys section only appears when your firm is registered in the Flemish > Region and Lethra has switched eLys on for it. It then shows on your cases. > Firms outside Flanders never see it. ## What Lethra does with it Lethra connects to eLys on your firm's behalf so the case file and the eLys dossier stay close to each other, without you copying details between two systems. (Screenshot: The eLys block on a case, with a linked dossier: the deceased's name, Open and Claimed, the date of death, owning funeral home and national number, and the Documents, Inlichtingenfiche and Socio-economic data sections.) - **It searches** eLys for the dossier that matches a case, using the national registry number when the case has one. - **It links** a dossier to a case, so the two stay associated for as long as you need them to. - **It imports documents** eLys already holds for that dossier into the case file, so they sit alongside everything else you have on the family. - **It prefills** the inlichtingenfiche from what the case already knows, such as whether the funeral is a burial or a cremation. - **It compares** the dossier to the case. Case fields that are still empty, such as the date of death, are filled in from eLys. A name or date of death that differs is put to your team in the inbox instead of silently overwritten. ## What always waits for you > **Caution:** Lethra never submits, updates, releases or closes a dossier by itself. Search, > link, compare and import happen on your behalf, but claiming a dossier by > submitting the inlichtingenfiche, and every change to it afterwards, is > something a member of your firm does deliberately. This mirrors how the rest of the agent works: it prepares and gathers, and a person in your firm decides when something is ready to go. ## Next Setting up the connection: [Connecting eLys](/docs/elys/connecting/). Source: https://lethra.ai/docs/elys/overview/ --- # Connecting eLys > How to set up the eLys integration, what your KBO number is used for, and how to check the connection. The eLys connection lives under **Your Company > Connections**, below your ad platforms. It only appears for firms registered in the Flemish Region, since eLys has nothing to connect to elsewhere, and only once Lethra has switched eLys on for your firm. If you do not see it, ask Lethra to turn it on. ## Requesting activation You never log in to eLys yourself. Lethra connects on behalf of your firm, with credentials that Athumi issues. The settings card lists the steps under **How connecting works**: 1. **Your firm is registered with Athumi**, with the right "Athumi eLys Gebruiker" granted. The card links to Athumi's documentation if you still need to do this. 2. **You enter your firm's KBO number** and click **Request eLys access**. You can add a note, for example your contact at Athumi. Lethra then creates your eLys API client. 3. **Your API-beheerder approves it** in the Vlaanderen beheerportaal. The card links there too. 4. **Lethra tests the connection**, and eLys appears on your case files. Before you request access the card shows **Not connected**. While a request is pending it shows **Activation requested**. Once the credentials are in place it switches to **Connected**, and the eLys section starts appearing on your cases. (Screenshot: The eLys card before activation: Not connected, the KBO number filled in, an optional note, How connecting works, and Request eLys access.) > **Note:** If you update your KBO number later, click **Update request**; it replaces > the one on file. ## Checking the connection The settings card shows when the connection was last checked, along with any error from that check. If a case's eLys section says the firm is not connected, its **Set up eLys in settings** button brings you back here: either the KBO number still needs to be submitted, or activation is still pending. (Screenshot: The eLys settings under Your Company, with eLys marked Connected and the KBO number filled in.) ## Next Working with a linked case: [Linking a dossier](/docs/elys/linking-a-dossier/). Source: https://lethra.ai/docs/elys/connecting/ --- # Linking a dossier > Finding a dossier in eLys, comparing it to the case, linking and unlinking, and how documents and rechecks work afterwards. Once your firm is connected, every case has an **eLys** section. Before a dossier is linked, it offers search; afterwards, it shows the dossier itself. ## Finding a dossier eLys accepts three ways of searching, and the section exposes exactly those three: - **National registry number**, an exact match and the most reliable way to find the right record. If the case already has a national number, it is used automatically and this tab opens first. - **Dossier number**, if you already know it. - **Last name, NIS code of the municipality and date of death**, together. The name and date are filled in from the case, and a first name is optional. eLys matches these exactly, so a small spelling difference or a wrong date can mean no result even when the dossier exists. (Screenshot: The eLys block on a case that is not linked yet, searching by national number, with one matching dossier found.) Results show the dossier number, its status, whether it has already been claimed, and whether it has pending actions. ## Comparing before you link Opening a result shows the deceased's name, date of death, the dossier's current owner and its national registry number, alongside anything the case file already has. This is the moment to notice a mismatch, a different spelling of the name or a date of death that does not agree with the case, before the two are tied together. (Screenshot: A search result opened in the eLys block: the deceased's name, Open and Not claimed, the date of death and national number, the documents eLys holds, and Link to this case.) ## Linking and unlinking **Linking** records which eLys dossier belongs to this case: click **Link to this case**. Once linked, the national registry number used to find it is saved on the case for next time, and the case's document import starts. The agent can also search and link a dossier on its own, but only when it clearly matches the case. If there are several candidates, or the name or date of death differs, it asks your team instead and links nothing. **Unlinking** removes that association. You find **Unlink** under **More actions** (the three dots), next to **Search a different dossier**. It does not touch anything in eLys itself, the dossier is untouched, only the case no longer points to it. Use this if a dossier was linked to the wrong case. (Screenshot: The More actions menu on a linked dossier, with Search a different dossier and Unlink.) ## Document import Once a dossier is linked, Lethra imports the documents eLys already holds for it into the case file automatically, so they sit with everything else you have gathered for the family. Each document is imported once: a document already saved for the case is not imported again, and the section shows how many of the dossier's documents are already saved versus still missing. You can also trigger the import for whatever is still missing at any time with **Save missing**, and download a document directly from the dossier without saving it to the case first. A document Athumi has archived is marked **Archived** and can no longer be downloaded or imported. (Screenshot: The Documents section of a linked dossier: 0 of 2 in case file, Save missing, and each document with Save to case and download.) ## How rechecks happen The eLys section does not poll continuously in the background. It rechecks a linked dossier when something prompts it to: you reopen or refresh the section, or the agent comes back to the case during one of its own scheduled check-ins, the same way it follows up on anything else it is waiting on. Between those moments, what you see is the last state Lethra fetched, so use the refresh action if you need the current picture right away. ## Next Claiming the dossier: [The inlichtingenfiche and socio-economic data](/docs/elys/inlichtingenfiche-and-socio-economic/). Source: https://lethra.ai/docs/elys/linking-a-dossier/ --- # The inlichtingenfiche and socio-economic data > Claiming a dossier, drafting the inlichtingenfiche, what the agent may prefill, submitting, updating, releasing and marking a dossier handled, and the socio-economic data section. Linking a dossier connects it to the case. Submitting the inlichtingenfiche is what actually claims it in eLys, the formal statement of how the deceased will be buried or cremated. ## Drafting The inlichtingenfiche panel opens as a form on a linked dossier. It stays folded by default, since claiming a dossier is a deliberate step, not something to do in passing. (Screenshot: The Inlichtingenfiche section opened in the eLys block, marked Draft and Ready to claim, with the funeral type, processing time and cemetery fields, and the Save fiche and Submit and claim dossier buttons.) You can save the draft at any point without submitting it. Saving is cheap and reversible: it just keeps your progress on the case, and does not touch eLys. - **Route**: burial or cremation, which changes the rest of the form. - **Processing term**: standard, or accelerated with a note explaining why. - **Burial details**: the municipality, whether the cemetery is managed by the municipality, a crematorium or is private, and its name or a foreign location. - **Cremation details**: the crematorium and what happens to the ashes, including where they go and, where relevant, who the ashes are entrusted to. The panel lists what is still missing before the dossier can be submitted, so you always know what is left rather than finding out on submission. ## What the agent may prefill Once a dossier is linked, Lethra fills in the burial or cremation route from the case's funeral type, if one is set. It does this once per case and never overwrites a route that is already on the draft. The agent can also fill in other fields from what it learns on the case: its services, meeting notes or conversations with the family. It does not guess at anything the family or your firm has not decided yet. When fields are still missing, it asks your team for exactly those, and when the draft is complete it tells you it is ready to submit. ## Submitting, updating, releasing and marking handled > **Caution:** Submitting the inlichtingenfiche is what claims the dossier in eLys. This > step, and every change to it afterwards, is always done by a person at your > firm, never by the agent on its own. - **Submit and claim dossier**: submitting the draft for the first time claims the dossier. Submission is only possible once the required fields are filled in. - **Send correction**: once claimed, saving further changes and sending them updates the same inlichtingenfiche in eLys. - **Release dossier**: gives up the claim, so another funeral home can claim it. Use it, for example, if it was claimed by the wrong firm or case. - **Mark as handled**: closes the dossier in eLys once everything is done. The last three only appear once the inlichtingenfiche has been submitted. Releasing and marking as handled both ask you to confirm first. The panel shows the current status of the inlichtingenfiche: draft, submitted, released or handled, so anyone opening the case can see where it stands at a glance. ## Socio-economic data Alongside the inlichtingenfiche, eLys asks for socio-economic data about the deceased for Statbel, and optionally about the mother and the father or co-mother. This lives in a separate section on the linked dossier: education, occupational status, social status, housing situation and household situation, recorded for each person where eLys asks for it. (Screenshot: The Socio-economic data section, three of four filled in for the deceased: education, employment and social status, with the mother and father as optional sections and Save to eLys.) Like the inlichtingenfiche, this data is only saved to eLys when you click **Save to eLys**; nothing is sent as you type. The agent can read what eLys already holds and gather missing answers from the family or meeting notes, but only a person at your firm saves it. The section tracks how much of the deceased's information is filled in, and shows when it was last saved. ## Next Back to how the connection works: [Connecting eLys](/docs/elys/connecting/). Source: https://lethra.ai/docs/elys/inlichtingenfiche-and-socio-economic/