How to Use the Mail Merge Tool in FranConnect

Mail Merge in FranConnect helps you quickly generate large numbers of personalized documents from a single template. Instead of manually editing each file, you can use Mail Merge to insert unique details (like names, dates, or contact information) into standardized letters, forms, or other communications. This functionality is available in the Sales, Info Manager, and CRM modules, making it easy for franchisors to send consistent, personalized messages to prospects, franchisees, or team members.

Managing Mail Merge Templates

Templates act as the base documents for Mail Merge. They contain the shared content (such as a standard message) and placeholders (merge fields) that are replaced with recipient-specific data during the merge. Templates can be "Public Templates," which are accessible by all system users, or "Private Templates," which are only visible to the creator.

To access mail merge templates, first log into your FranConnect environment. Next, go to the appropriate module (Sales, Info Manager, or CRM) and click the Mail Merge button on the left-hand sidebar. In our example, we will use the Sales module.

The Mail Merge page lists all available templates along with details like creation/last update date and the user who made the change.

On the Mail Merge page, you can view public or private templates, open and download an existing template, modify template details (title, type, or file), delete templates you no longer need, or upload a new template. To do so, click the Add Template button above the table.

Browse and select your file (.dot or .dotx format only), enter a "Template Title" and choose a "Template Type," then click Add to save.

To create a template with merge fields, first download the data source file from the "Add Template" page, which contains all placeholders supported by FranConnect. 

For Microsoft Word on Windows

1. Open Microsoft Word.
2. Go to Mailings → Start Mail Merge → Step by Step Mail Merge Wizard.
3. Select your document type, for example Letters.
4. Choose Use the Current Document.
5. Select Use an Existing List.
6. Browse and select the Data Source File you downloaded from FranConnect.
7. When prompted:
   • Choose Comma as the field delimiter.
   • Leave all other settings as the default.
8. Click OK to confirm.
9. Use Insert Merge Field to place the required merge fields into your document.
10. Save the file as a Word Template file format, either .dot or .dotx.
11. Upload the saved template into FranConnect using the Add Template option.

For Microsoft Word on Mac

1. Open Microsoft Word.
2. Go to Mailings → Start Mail Merge.
3. Select Normal Document.
4. Click Select Recipients → Use an Existing List.
5. Browse and select the Data Source File downloaded from FranConnect.
6. In the pop-up window:
   • Select Comma as the field delimiter.
   • Keep all other settings as default.
7. Click OK.
8. Use Insert Merge Field to add the required placeholders into your document.
9. Save the file as a Word Template file format, either .dot or .dotx.
10. Upload the saved template into FranConnect using the Add Template option.

Troubleshooting Templates (FAQs)

• Error: “Could not find the specified template file” – Check if the file exists in the Mail Merge section.
• Error: “XML file is not in proper format” – Verify the template formatting or contact FranConnect Support.
• Date formatting issues – Ensure correct date formatting in your template or contact support.

Performing a Mail Merge in FranConnect

Once your templates are created and uploaded through the Mail Merge section of the respective modules, you can use them to send important information to various system users.

To perform a mail merge, first log into your FranConnect environment. Next, go to the appropriate module (Sales, Info Manager, or CRM) and navigate to the page where your potential recipients are listed (Lead Summary for Sales, Locations for Info Manager, or Leads for Marketing). This time, we will use the Info Manager module as an example.

From the "Locations" page, select the locations for your mail merge by checking the checkboxes adjacent to each one in the table. Then click the MORE drop-down menu at the top of the table and select Mail Merge.

On the following page, you will be given the option to either use an existing template or upload a new one. Once you have decided which template to use, click Submit at the bottom of the page.

When processing a mail merge request, the system will either generate the document immediately (within about 10 seconds) and make it available for direct download, or, if it takes longer, display a progress message and deliver the document by email once complete. In both cases, the logged-in user receives a confirmation email with a download link. After downloading, the document can be used and shared as needed.

Conclusion

Mail Merge in FranConnect streamlines your communication process by allowing you to quickly generate personalized documents from reusable templates. With tools to create, manage, and use templates across key modules like Sales, Info Manager, and CRM, you can maintain consistency while saving time on repetitive tasks. Whether you’re sending letters to prospects, sharing updates with franchisees, or distributing standardized forms, Mail Merge ensures your documents are both professional and efficient.