Status Configuration

Status Configuration allows administrators to define and manage account statuses used throughout DebtRecoup. Custom statuses help track accounts through your specific collection workflow and ensure consistent handling across your organization.

Click to enlarge - Account status configuration and management

Accessing Status Configuration

1. Click the settings icon in the top navigation bar
2. Select Accounts from the left sidebar
3. Click on Status

Understanding Account Statuses

Status Components

Each status consists of:

• Status Name: Display label (e.g., "Active", "Payment Plan")
• Status Code: Short identifier (e.g., "ACT", "PLP")
• Color: Visual indicator for quick recognition
• Category: Groups related statuses
• Properties: Behavioral settings
• Permissions: Who can set/change

Default Status Categories

Active Collection

• New
• Active
• Working
• Promise to Pay
• Skip Trace

Payment Activity

• Payment Plan
• Partial Payment
• Settlement Pending
• Paid in Full

Hold Statuses

• Dispute
• Bankruptcy
• Deceased
• Attorney Represented
• Military Service

Closed Statuses

• Closed - Paid
• Closed - Settled
• Closed - Uncollectible
• Closed - Recalled
• Closed - Out of Statute

Creating Custom Statuses

Add New Status

1. Click Add Status button
2. Configure status properties:

Basic Information

• Status Name: Clear, descriptive label
• Status Code: 3-5 character code
• Description: Purpose and usage guidelines
• Color: Choose from palette or custom hex

Category Settings

• Category: Select existing or create new
• Sort Order: Position within category
• Display Groups: Where status appears

Behavioral Properties

• Collectible: Can payments be accepted?
• Workable: Do accounts appear in queues?
• Reportable: Include in performance metrics?
• Final: Is this a closing status?

Status Properties

Collection Properties

Allow Payments

• Enable payment processing
• Show payment buttons
• Calculate commissions

Work Queue Inclusion

• Appear in collector queues
• Available for auto-dialing
• Include in work lists

Communication Rules

• Allow letters/emails
• Permit phone calls
• Enable SMS (if configured)

Managing Existing Statuses

Editing Statuses

Important

Changing active statuses affects all accounts currently using that status.

To modify a status:

1. Click edit icon next to status
2. Update properties
3. Preview affected accounts
4. Save changes

Status Restrictions

Some statuses have special restrictions:

• System Statuses: Cannot be deleted
• Compliance Statuses: Limited modifications
• Active Statuses: Require migration plan

Deactivating Statuses

Instead of deleting:

1. Mark status as inactive
2. Prevent new assignments
3. Maintain historical data
4. Plan migration for existing accounts

Status Workflows

Defining Allowed Transitions

Control status flow:

1. Select source status
2. Define allowed target statuses
3. Set permission requirements
4. Add validation rules

Example workflow:

New → Active → Payment Plan → Paid in Full
         ↓           ↓
    Skip Trace  Broken Promise
         ↓           ↓
    Located      Active

Transition Rules

Permission-Based

• Only managers can close accounts
• Supervisors approve settlements
• Collectors handle standard transitions

Condition-Based

• Minimum payment for settlement
• Documentation for bankruptcy
• Verification for deceased

Status Reporting

Performance Metrics

Configure how statuses affect reporting:

• Liquidation: Which statuses count as success
• Contact Rate: Statuses indicating contact
• Productivity: Active vs. hold statuses
• Compliance: Protected status handling

Status Analytics

Built-in reports show:

• Status distribution
• Average time in status
• Transition patterns
• Collector effectiveness by status

Integration Settings

Dialer Integration

Configure which statuses:

• Are available for calling
• Follow time zone rules
• Respect calling restrictions
• Priority in call campaigns

Letter Generation

Set status rules for:

• Initial letters
• Follow-up sequences
• Final notices
• Compliance letters

Payment Processing

Define for each status:

• Accepted payment types
• Settlement authority
• Payment plan eligibility
• Fee structures

Best Practices

Status Design

1. Clear Naming: Avoid ambiguous terms
2. Logical Flow: Natural progression
3. Limited Options: 15-20 statuses maximum
4. Consistent Use: Document when to use each

Implementation Strategy

1. Map Current Process: Document existing workflow
2. Identify Gaps: Missing status needs
3. Test Thoroughly: Pilot with small group
4. Train Users: Clear guidelines for use
5. Monitor Adoption: Track proper usage

Maintenance

Regular reviews should check:

• Unused statuses
• Confusing transitions
• Automation effectiveness
• Compliance adherence

Compliance Considerations

Protected Statuses

Certain statuses require special handling:

Bankruptcy

• Automatic stay enforcement
• Communication restrictions
• Payment limitations
• Documentation requirements

Military Service

• SCRA protections
• Interest rate caps
• Court restrictions
• Verification process

Deceased

• Estate notification
• Survivor protection
• Documentation needs
• Sensitive handling

Audit Requirements

Maintain records of:

• Status changes
• Who authorized changes
• Reason for change
• Supporting documentation

Troubleshooting

Common Issues

Cannot Change Status

• Check user permissions
• Verify transition rules
• Review account restrictions
• Check for system locks

Missing Status Options

• Confirm status is active
• Check category settings
• Verify user role permissions
• Review workflow rules

Automation Not Working

• Check rule configuration
• Verify trigger conditions
• Review execution logs
• Test with sample account

Advanced Configuration

Custom Fields by Status

Link custom fields to statuses:

• Bankruptcy case number
• Attorney information
• Death certificate date
• Military service dates

API Webhooks

Trigger external actions:

• CRM updates
• Client notifications
• Compliance reporting
• Workflow automation

Status Templates

Create templates for:

• Different clients
• Portfolio types
• Compliance requirements
• Seasonal campaigns

Related Documentation

• Custom Fields - Configure status-specific fields
• Manage Accounts - Apply status changes
• Import Accounts - Bulk account import
• Audit Logs - Track status changes