Communication Management Overview

The Communication Management interface provides administrators with oversight and control of all system communications, including emails and SMS messages. This centralized dashboard allows you to review, approve, and track all debtor communications.

Click to enlarge - Communication management dashboard

Accessing Communication Management

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

Communication Queues

The Communication Management interface organizes communications into distinct tabs based on their status. Each tab provides specialized tools for managing communications at that stage of the delivery lifecycle.

To Approve

Communications requiring administrator review before sending appear in the approval queue. This includes messages that need oversight before delivery.

For detailed information about reviewing and approving communications, see Communication Approval.

Scheduled

Future-dated emails and SMS messages waiting for their scheduled delivery time. This queue allows you to review, modify, or cancel pending communications before they are sent.

For detailed information about managing scheduled communications, see Scheduled Communications.

Sent

Successfully delivered communications with complete delivery history. Use this queue to verify delivery, review message content, and maintain an audit trail.

For detailed information about reviewing sent communications, see Sent Communications.

Received

Inbound messages from debtors, primarily SMS responses. This centralized inbox allows administrators and collectors to monitor responses and reply promptly.

For detailed information about managing inbound communications, see Received Communications.

Failed

Communications that encountered delivery errors, including bounces, invalid addresses, and system failures. This queue enables you to identify issues, correct problems, and retry delivery.

For detailed information about handling failed communications, see Failed Communications.

Communication Types

DebtRecoup supports two communication channels:

Email

• Template-based messaging with variable substitution
• Rich text formatting
• Scheduling for future delivery
• Delivery status tracking

SMS

• Template-based text messaging
• Phone number selection from debtor records
• Scheduling with time zone awareness
• Delivery confirmation

Best Practices

Approval Guidelines

1. Process approvals promptly to avoid communication delays
2. Apply consistent standards across all reviewers
3. Provide specific feedback when rejecting communications

Quality Control

1. Review templates regularly for accuracy
2. Verify merge fields populate correctly
3. Schedule communications for appropriate times
4. Monitor frequency to avoid over-communication

Troubleshooting

Communications Stuck in Queue

• Check approval status and verify recipient data
• Review system status and verify email server configuration

High Bounce Rates

• Validate email addresses before sending
• Review content for spam triggers
• Verify sender reputation

Template Errors

• Check variable names match account fields
• Verify data availability for merge fields
• Test with sample data before bulk sends

Delivery Failures

• Check recipient contact permissions
• Verify contact information accuracy
• Review bounce codes for specific issues

Related Topics

• Communication Approval - Review and approve pending communications
• Scheduled Communications - Manage future-dated messages
• Sent Communications - Review delivery history
• Failed Communications - Handle delivery errors
• Received Communications - Manage inbound messages
• Email Templates - Template configuration
• Communication Settings - System setup