I appreciate you taking the time to join this thread, joannelj.

There's an open investigation (INV-82335) about Microsoft Word not populating when creating a customer letter in QuickBooks Desktop. I'll let you contact our QuickBooks Desktop Live Team so they can add your account to the investigation. That way, you'll receive updates via email once fixed.

Here's how to get a call or chat with them.

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help/Contact Us.
3. Select Contact Us.
4. Give a brief description of your issue, then select Continue.
5. Sign in to your Intuit account and select Continue and then Continue with my account.
   • If you don't already have an account, make sure to Create a new account.
6. We'll email you a single-use code. Enter your code and select Continue.
   • If you have more than one account, select the account you want to use and then Continue.
7. Choose to chat with us or Have us call you.

I'm adding this article in case you need to personalize emails to customers: Create custom email templates in QuickBooks Desktop. It includes screenshots so you know what buttons or items to click.

I want to make sure all your QuickBooks concerns are answered. Please don't hesitate to post here in the Community forum and we're always around to help you. Take care and enjoy the rest of the day.