Communication Approval

Communication Management

This page describes the Approval tab in Communication Management. For an overview of all communication queues and general management features, see Communication Management Overview.

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Overview

The Communication Approval screen displays all outbound communications that require manual approval before being sent to debtors. This queue allows administrators to review, edit, and approve email and SMS messages, ensuring all communications meet compliance standards and contain accurate recipient information. Invalid or missing contact details are highlighted to prevent failed delivery attempts.

Key Benefits

• Quality Control: Review all communications before they reach debtors, ensuring messaging accuracy and compliance
• Bulk Processing: Approve multiple communications simultaneously to streamline high-volume workflows
• Invalid Contact Detection: Visual indicators highlight messages with missing or invalid recipient information
• Flexible Management: Edit, preview, or delete communications directly from the approval queue

Understanding Your Data

Field	Description	How to Use It
Schedule For	Date and time the communication is scheduled to send	Review timing to ensure messages go out at appropriate hours
File Number	The account identifier associated with the communication	Click to access the full account record if needed
Type	Communication channel (EMAIL or SMS)	Filter or sort to review similar message types together
To	Recipient email address or phone number	Red highlighting indicates invalid or missing contact information
Template	The message template used for this communication	Verify the correct template was selected for the communication purpose

Using This Feature

Reviewing Pending Communications

1. Navigate to Administration > Communication Management > Approval
2. The queue displays all communications with AWAITING_APPROVAL status
3. Review the scheduled date, recipient, and template for each entry
4. Look for rows highlighted in red, which indicate invalid recipient information

Approving Communications

To approve communications, use the bulk selection workflow:

1. Use the checkboxes on the left side of each row to select the communications you want to approve
2. Select all visible items using the header checkbox if needed
3. Click the Approve button in the header area to approve all selected communications
4. The approved communications move to the scheduled queue for delivery at the designated time

Single or Multiple

You can approve a single communication by selecting just one checkbox, or approve multiple at once by selecting several.

Handling Invalid Recipients

1. Rows with invalid or missing recipient information appear highlighted in red
2. The To field displays in red text when the contact is null or invalid
3. Click the Edit button to update the recipient information
4. Alternatively, click Delete to remove the communication from the queue
5. Do not approve communications with invalid recipients, as they will fail to deliver

Best Practices

• Review the approval queue daily to prevent communication delays
• Use bulk approval for routine communications after spot-checking a sample
• Investigate accounts with invalid contact information to update records at the source
• Preview communications with custom content before approving
• Delete outdated communications rather than letting them accumulate in the queue
• Coordinate with your team to establish approval responsibilities and prevent duplicate reviews

Related Topics

• Communication Management Overview - Dashboard and general communication management
• Scheduled Communications - View and manage scheduled communications
• Sent Communications - View sent communication records
• Failed Communications - Handle delivery errors
• Email Templates - Create and manage message templates