This guide explains how to manually text a Customer when one is scheduled as an event in the Collection workflow.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Open the Record from the Outstanding Events List - Note: The specific Collection communication method is indicated under (B) Type in the Outstanding Events list.
- (A) Customers icon - Click to access the list of manual Collection events that need to be completed. Note: The number badge above the Customers icon indicates how many total, manual (phone, text, email) Collection events need to be completed.
- (C) View - Locate the specific text event you want to complete and click Open to access the Customer card to proceed with the Collection text.
Before Sending the Text
- Review the Customer Record - Review the (D) notes section to familiarize yourself with the Customer before sending the text.
Start the Text Message - Note: If the primary phone number has been excluded from receiving texts, the system will automatically direct the text to a non-excluded number. If all phone numbers on the Customer's account have been excluded from receiving texts or there is only one number on the record, this Collection step will either be completely skipped or removed from your task list, depending on when the exclusion was created and a note will be added to the record indicating this happened.
(E) Start Collection Text - Click to text the main number associated with the account.
(F) Next Event - Indicates the next date (after the current scheduled Collection event) a scheduled Collection communication is scheduled.
(G) Information - Click for more detailed information regarding the next Collection event.
- (H) Promise to Pay - If enabled by your management team, this temporarily delays future Collection events.
Edit & Send Email - Be sure to review the Customer card before sending the text message.
(I) Text message - The text will appear with a pre-populated message allowing you to make edits as necessary and will include a unique payment link. Note: Never share links between accounts.
(J) Templates - Click to access a list of additional standard messages. Note: Your management team has worked hard to customize a message that fits into this step of the workflow. Please confirm with your management team before selecting a different template.
(K) Send - After making updates, click to send the text. Note: Notes are automatically updated to reflect the Collection event along with the initials of the employee who completed the event. After clicking Send a confirmation message will appear indicating the message was successfully sent.
