Complete a Scheduled Collection Text Message

Use manual Collection text messages to efficiently reach customers about past-due balances while keeping your workflow organized and compliant.

Access Outstanding Collection Text Events

1. Click the Customers icon (A) to open the list of manual Collection events that still need to be completed.

2. Check the Type (B) column in the Outstanding Events list to see which Collection communication method (phone, text, email) is scheduled for each event.

3. Locate the specific text event you want to complete and click View (C) — then select Open to access the customer card for that event.

Review The Customer Record

1. Confirm that you understand the customer’s situation and history before sending a text.

2. Review the Notes section (D) to familiarize yourself with the customer’s recent activity, promises, or special instructions.

Start the Collection Text Message

1. Review the exclusion behavior: if the primary phone number is excluded from texts, the system automatically redirects the text to a non-excluded number.

2. Confirm whether all phone numbers on the customer’s account are excluded from texting, or if there is only one excluded number; if so, expect this Collection step to be skipped or removed from your task list, and a note added to the record.

3. Click Start Collection Text (E) to text the main number associated with the account.

4. Review Next Event (F) to see the next date after the current scheduled Collection event when another Collection communication is planned.

5. Click Information (G) to view more detailed information about the next scheduled Collection event.

6. If your management team has enabled it, click Promise to Pay (H) to temporarily delay future Collection events. For configuration details, see the Promise to Pay configuration page.

Edit and Send The Text Message

1. Remember that all texts include an unsubscribe link that customers can use to stop future notifications.

2. Resize the text window as needed by dragging its edge on your screen.

3. In Text message (I), review the pre-populated message, which includes a unique payment link, and edit the content as necessary. Never share payment links between accounts.

4. Apply payment link limits: if a customer has more than seven units, use the link to allow payment for all of them, and remember that customers can only pay for seven or fewer units when using the pay-by-phone feature.

5. Click Templates (J) to open the list of additional standard messages, and confirm with your management team before selecting a different template since they have customized the message for this workflow step.

6. After you make any updates, click Send (K) to send the text. Verify that notes automatically update to reflect the Collection event, including the initials of the employee who completed it, and confirm that the success message appears indicating the text was sent.