Manage Communications

The Manage Communications interface provides administrators with oversight and control of all system communications, including emails, letters, SMS messages, and automated campaigns. This centralized view ensures compliance and quality control across all debtor communications.

Communication Management Interface — Click to enlarge - Communication approval queue and management dashboard

Accessing Communication Management

Click the settings icon in the top navigation bar
Select Communications from the left sidebar
Click on Manage

Communication Dashboard

Queue Views

The interface provides different queue views:

To Approve

Pending administrator approval
Template deviations
High-risk communications
New collector drafts

Scheduled

Future-dated emails
Campaign sequences
Recurring notices
Batch communications

Sent

Completed communications
Delivery confirmations
Open/click tracking
Response monitoring

Failed

Delivery failures
Bounce handling
Invalid addresses
System errors

Approval Process

Review Queue

Communications requiring approval show:

Schedule For: Planned send date/time
File Number: Associated account
Type: Email, Letter, SMS
Using Template: Template name or "Custom"
To: Recipient information
Preview: Quick view option
Actions: Approve/Reject buttons

Approval Workflow

Review Content
- Click to preview full message
- Check compliance language
- Verify recipient details
- Review personalization
Approval Actions
- Approve: Authorize sending
- Reject: Return with notes
- Edit: Make modifications
- Schedule: Adjust timing
Bulk Approval
- Select multiple items
- Review summary
- Approve all
- Or reject with reason

Approval Criteria

Review for:

Compliance Requirements

Required disclosures
Mini-Miranda
State-specific language
Client requirements

Content Quality

Professional tone
Accurate information
Proper formatting
No errors

Recipient Validation

Correct contact info
No cease/desist
Time zone appropriate
Contact permissions

Communication Types

Email Management

Email Features

HTML and plain text
Attachments
Tracking pixels
Unsubscribe links
Reply monitoring

Email Validation

Address verification
Spam score check
Blacklist monitoring
Bounce handling

Letter Generation

Letter Processing

PDF generation
Print queue management
Mail merge
Postal tracking
Return mail handling

Letter Options

Regular mail
Certified mail
Return receipt
Address validation
NCOA updates

SMS Messaging

SMS Controls

Character limits
Opt-out management
Time restrictions
Carrier filtering
Delivery reports

Compliance Features

TCPA compliance
Opt-in verification
Time zone rules
Frequency limits

Search and Filtering

Search Options

Find communications by:

Account number
Debtor name
Date range
Template used
Collector
Status
Communication type

Advanced Filters

Date Filters

Created date
Scheduled date
Sent date
Last modified

Status Filters

Pending approval
Approved
Sent
Failed
Cancelled

Type Filters

Email
Letter
SMS
Voicemail
Fax

Communication Details

Detailed View

Click any communication to see:

Header Information

Communication ID
Account details
Debtor information
Created by
Current status

Content Details

Full message text
Template used
Variables replaced
Attachments
Version history

Delivery Information

Send attempts
Delivery status
Opens/clicks
Bounce details
Response tracking

Audit Trail

Creation details
Approval history
Modifications
Send history
Status changes

Bulk Operations

Mass Communications

Campaign Creation

Define recipient criteria
Select template
Set schedule
Preview samples
Submit for approval

Batch Processing

Import recipient lists
Validate contacts
Merge variables
Queue for sending
Monitor progress

Bulk Actions

Available Actions

Approve multiple
Cancel scheduled
Reschedule batch
Change template
Export list

Template Management

Template Usage

Monitor template performance:

Usage frequency
Success rates
Response rates
Compliance issues
Version control

Template Overrides

When collectors modify templates:

Track changes
Require approval
Document reasons
Maintain compliance

Compliance Monitoring

Regulatory Compliance

FDCPA Requirements

Mini-Miranda inclusion
Validation notices
Cease communication
Time restrictions

TCPA Compliance

Consent verification
Time zone rules
Frequency limits
Opt-out processing

State Regulations

State-specific disclosures
Language requirements
Notice timing
Special restrictions

Quality Assurance

Random Audits

Sample communications
Review compliance
Check quality
Document findings

Automated Checks

Required language
Prohibited content
Format validation
Recipient eligibility

Reporting Features

Communication Reports

Daily Activity Report

Communications sent
Approval queue status
Delivery statistics
Error summary

Performance Metrics

Open rates
Click rates
Response rates
Bounce rates

Compliance Report

Approval percentages
Override frequency
Error types
Audit results

Analytics Dashboard

Track trends:

Volume by type
Peak sending times
Template effectiveness
Collector performance

Integration Features

Email Service Providers

Integrated with:

SendGrid
Mailgun
Amazon SES
Postmark
Custom SMTP

Print Services

Connected to:

Click2Mail
Lob
PostGrid
Local print shops

SMS Gateways

Supports:

Twilio
Bandwidth
Telnyx
Custom APIs

Best Practices

Approval Guidelines

Timely Reviews: Process approvals promptly
Consistent Standards: Apply rules uniformly
Clear Feedback: Provide specific rejection reasons
Training Focus: Address common errors

Quality Control

Template Accuracy: Regular template reviews
Personalization: Verify merge fields
Timing: Appropriate send times
Frequency: Avoid over-communication

Compliance Focus

Stay Updated: Monitor regulation changes
Document Decisions: Record approval reasoning
Regular Training: Keep team informed
Audit Regularly: Systematic reviews

Troubleshooting

Common Issues

Communications Stuck in Queue

Check approval status
Verify recipient data
Review system status
Check processor limits

High Bounce Rates

Validate email addresses
Check spam scores
Review content
Verify sender reputation

Template Errors

Check variable names
Verify data availability
Test with sample data
Review error logs

Delivery Failures

Check recipient status
Verify contact info
Review bounce codes
Check blacklists

Security Considerations

Access Control

Role-based permissions
Approval hierarchies
Audit logging
Change tracking

Data Protection

Encrypted transmission
Secure storage
PII handling
Retention policies

Communication Security

SPF/DKIM setup
SSL certificates
Secure links
Authentication

Email Templates - Template configuration
Communication Settings - System setup
Email Communication - Collector features
Audit Logs - Communication tracking

Manage Communications ​

Accessing Communication Management ​

Communication Dashboard ​

Queue Views ​

Approval Process ​

Review Queue ​

Approval Workflow ​

Approval Criteria ​

Communication Types ​

Email Management ​

Letter Generation ​

SMS Messaging ​

Search and Filtering ​

Search Options ​

Advanced Filters ​

Communication Details ​

Detailed View ​

Bulk Operations ​

Mass Communications ​

Bulk Actions ​

Template Management ​

Template Usage ​

Template Overrides ​

Compliance Monitoring ​

Regulatory Compliance ​

Quality Assurance ​

Reporting Features ​

Communication Reports ​

Analytics Dashboard ​

Integration Features ​

Email Service Providers ​

Print Services ​

SMS Gateways ​

Best Practices ​

Approval Guidelines ​

Quality Control ​

Compliance Focus ​

Troubleshooting ​

Common Issues ​

Security Considerations ​

Access Control ​

Data Protection ​

Communication Security ​

Related Documentation ​