DebtRecoup

Received Communications ​

Communication Management

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

Received Communications Interface
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Overview ​

The Received Communications interface displays all inbound messages received from debtors, primarily SMS text messages. This centralized inbox enables administrators and collectors to monitor debtor responses, maintain communication history, and respond promptly to inquiries.

Received Communications provides a dedicated view for managing inbound debtor communications. The interface automatically filters to show only messages with a RECEIVED status, presenting them in a paginated table format with 50 rows per page for efficient browsing.

Key Benefits ​

Centralized Inbox

  • Single location for all inbound communications
  • Quick access to debtor responses
  • Organized view of message history
  • Streamlined communication workflow

Rapid Response Capability

  • One-click reply functionality
  • Direct link to associated accounts
  • Message content preview
  • Timestamp visibility for prioritization

Compliance Support

  • Complete communication audit trail
  • Message content preservation
  • Timestamp documentation
  • Linked account tracking

Understanding Your Data ​

ColumnDescription
OnTimestamp when the message was received, displayed in local time format
File NumberThe account file number associated with the inbound message
TypeCommunication type indicator (SMS for text messages)
FromThe sender's phone number or identifier
MessageThe message content, rendered with HTML formatting support

Using This Feature ​

Accessing Received Communications ​

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

Viewing Inbound Messages ​

The interface displays all received communications in reverse chronological order, with the most recent messages appearing first.

Viewing Message Details

  1. Locate the message in the list
  2. Click the eye icon in the actions column
  3. Review the full message content and metadata
  4. Close the viewer when finished

Navigating Results

  • Use pagination controls to browse through messages
  • 50 messages display per page
  • Page through results to find older communications

Replying to Messages ​

Respond directly to debtor messages without leaving the interface.

Sending a Reply

  1. Find the message requiring a response
  2. Click the reply icon in the actions column
  3. The Communication Dialog opens with SMS type pre-selected
  4. Compose your response message
  5. Review the content for compliance
  6. Click Send to deliver the reply

Reply Best Practices

  • Respond promptly to debtor inquiries
  • Maintain professional tone
  • Include required disclosures
  • Document any agreements or commitments
  • Follow frequency limits

Best Practices ​

Message Monitoring ​

  1. Regular Checks: Review received communications multiple times daily
  2. Prioritization: Address urgent inquiries first (disputes, hardship claims)
  3. Response Time: Aim to respond within business hours when possible
  4. Escalation: Forward complex issues to appropriate personnel

Compliance Considerations ​

  1. Documentation: Ensure all responses are properly logged
  2. Time Restrictions: Send replies only during permitted hours
  3. Content Review: Verify compliance language before sending
  4. Opt-Out Handling: Process stop requests immediately

Communication Quality ​

  1. Professional Tone: Maintain courteous and helpful responses
  2. Accurate Information: Verify account details before responding
  3. Clear Instructions: Provide specific next steps when applicable
  4. Follow-Up: Schedule callbacks or additional contact as needed

DebtRecoup is a product of Global SaaS Group.

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