Email Templates

Email Templates provide standardized, compliant communication formats that ensure consistent messaging while allowing for personalization. Administrators can create, manage, and maintain templates for various collection scenarios and client requirements.

Click to enlarge - Email template editor and management interface

Accessing Email Templates

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

Template Overview

Template Categories

Templates are organized by purpose:

Initial Contact

• First notice
• Validation letter
• Introduction email
• Welcome message

Payment Reminders

• Payment due
• Past due notice
• Final notice
• Urgent reminder

Payment Confirmations

• Payment received
• Payment plan setup
• Settlement confirmation
• Receipt email

Special Situations

• Returned payment
• Broken promise
• Account review
• Dispute response

Compliance

• Validation notice
• Cease communication
• Attorney representation
• Bankruptcy notification

Creating Templates

New Template Setup

1. Click Create Template
2. Configure template properties:

Basic Information

• Template Name
• Template Code
• Category
• Description
• Active Status

Usage Settings

• Client restrictions
• Portfolio limitations
• Status requirements
• Collector permissions

Template Editor

The editor provides:

Rich Text Editing

• Font formatting
• Colors and styles
• Lists and tables
• Image insertion
• Link management

HTML Mode

• Direct HTML editing
• CSS styling
• Responsive design
• Custom headers

Plain Text Version

• Automatic generation
• Manual override
• Preview options

Variable System

Available Variables

Templates support dynamic content:

Account Variables

{account_number}
{original_creditor}
{current_balance}
{charge_off_date}
{last_payment_amount}
{last_payment_date}

Debtor Variables

{debtor_name}
{debtor_first_name}
{debtor_last_name}
{debtor_address}
{debtor_city_state_zip}

Company Variables

{company_name}
{company_phone}
{company_address}
{company_website}
{collector_name}
{collector_email}

Calculated Variables

{days_past_due}
{interest_amount}
{total_due}
{settlement_amount}
{payment_due_date}

Conditional Content

Use logic for dynamic sections:

{if has_payment_plan}
Your current payment plan requires a payment of 
${payment_plan_amount} by {payment_plan_due_date}.
{else}
Contact us to arrange a payment plan.
{/if}

Custom Variables

Create organization-specific variables:

1. Define variable name
2. Set data source
3. Add formatting rules
4. Test with sample data

Template Components

Email Structure

Subject Line

• Dynamic variables supported
• Character limit: 100
• A/B testing options
• Preview text

Header Section

• Company branding
• Contact information
• Account reference
• Date stamp

Body Content

• Main message
• Call to action
• Payment options
• Legal disclosures

Footer Section

• Company details
• Unsubscribe link
• Privacy policy
• Compliance text

Compliance Elements

Required Components

Important

All templates must include required compliance language based on regulations and client requirements.

Mini-Miranda

This is an attempt to collect a debt and any 
information obtained will be used for that purpose.

State Disclosures

• State-specific language
• License numbers
• Additional notices

Client Requirements

• Custom disclosures
• Specific formatting
• Required attachments

Template Management

Version Control

Track template changes:

Version History

• Change date/time
• Modified by
• Changes made
• Approval status

Rollback Options

• Revert to previous
• Compare versions
• Restore deleted

Template Testing

Before activation:

1. Preview Mode

   • Desktop view
   • Mobile view
   • Plain text
   • Print layout

2. Test Sending

   • Send to test accounts
   • Verify variables
   • Check formatting
   • Test links

3. Spam Testing

   • Spam score check
   • Deliverability test
   • Blacklist check

Template Metrics

Monitor performance:

• Usage count
• Open rates
• Click rates
• Response rates
• Bounce rates
• Unsubscribe rates

Advanced Features

Multi-Language Support

Create templates in multiple languages:

1. Set primary language
2. Add translations
3. Configure auto-selection
4. Set default fallback

Dynamic Attachments

Attach documents based on criteria:

{if state = "CA"}
  {attach california_disclosure.pdf}
{/if}

Smart Content

Personalize based on data:

Payment History

{if payments_made > 0}
  Thank you for your previous payment of ${last_payment_amount}.
{else}
  We have not received any payments on this account.
{/if}

Balance Ranges

{if balance < 500}
  Pay in full today and save 20%!
{elseif balance < 1000}
  Ask about our payment plan options.
{else}
  Contact us to discuss settlement options.
{/if}

Template Library

System Templates

Pre-built templates for:

• FDCPA validation notice
• Payment confirmation
• NSF notification
• Account placement
• Final notice

Industry Templates

Specialized templates for:

• Medical debt
• Student loans
• Credit cards
• Utilities
• Retail

Sharing Templates

Export Templates

• Download as file
• Include variables
• Package dependencies

Import Templates

• Upload template file
• Map variables
• Validate compliance
• Test before use

Best Practices

Content Guidelines

1. Clear Language: Simple, understandable terms
2. Professional Tone: Respectful and firm
3. Action-Oriented: Clear next steps
4. Accurate Information: Verified data only

Design Principles

1. Mobile-First: Responsive design
2. Scannable: Headers and bullets
3. Accessible: High contrast, readable fonts
4. Branded: Consistent appearance

Compliance Focus

1. Regular Reviews: Update for regulation changes
2. Client Approval: Get written confirmation
3. Documentation: Record all requirements
4. Testing: Verify all scenarios

Template Scheduling

Automated Sequences

Create email series:

1. Initial Contact

   • Day 1: First notice
   • Day 5: Reminder
   • Day 10: Urgent notice
   • Day 15: Final notice

2. Payment Plan

   • Setup confirmation
   • Payment reminders
   • Success notices
   • Missed payment alerts

Trigger Events

Send based on actions:

• Payment received
• Payment failed
• Status change
• Note added
• Promise made

Troubleshooting

Common Issues

Variables Not Replacing

• Check variable name
• Verify data exists
• Test with sample
• Review syntax

Formatting Problems

• Test in multiple clients
• Check HTML validity
• Review CSS compatibility
• Simplify design

Delivery Issues

• Check spam score
• Verify sender reputation
• Review content triggers
• Test with small group

Compliance Errors

• Missing required text
• Incorrect disclosures
• Outdated language
• Client requirements

Security and Access

Permission Levels

Template Administrator

• Create/edit all templates
• Approve changes
• Set permissions
• Access analytics

Template Editor

• Create/edit assigned templates
• Submit for approval
• View performance
• Clone templates

Template User

• Use approved templates
• View available options
• No editing rights
• Basic reporting

Audit Trail

All changes tracked:

• Creation date
• Modifications
• Approvals
• Usage history
• Performance data

Related Documentation

• Manage Communications - Communication oversight
• Communication Settings - System configuration
• Email Communication - Using templates
• Company Settings - Organization configuration