This Guide will review how to send emails and email templates
The Emailing feature is found within the Case Management feature, for this we need to locate it on the side menu or by searching a Case ID in the search bar found in Platform home page.
Locating email feature:
Option 1: Side menu will redirect you to your Case management feature where you can view all cases uploaded.
Option 2: Searching a Case ID from the platform home page “Case ID” search bar.
This option will redirect you to a specific case ready to be actioned.
Once you have selected the Case you want to email either by searching a case by its Case ID, or picking it from “All Cases” list, please review these details before clicking email:
Case ID and Debtor Name: By ensuring that you have the correct case you intend to email, you don’t leave room for mistakes.
Email: be sure to not have any typographical errors on email addresses.
(for this guide a fictional email address appears).
1: Email
Once you have reviewed the debtor’s email address and confirmed that the case actioned is correct, click email, this will open the email form window.
Users can preview:
Case details: Debtor & Case Details such as; Email address, Current amount owed, Debtor name and date of birth, etc.
Templates: preset templates are previewed and automatically adjust amounts owed and debtor information, so no additional editing of these are needed.
Custom email: User can send Custom emails by selecting the template named “Customised Email”.
Template names, subjects of templates and their correct use:
Template name: CC Email – Arrangement Reminder CC (2 Days Prior).
Subject: Upcoming payment reminder.
Use: To remind a debtor of an upcoming payment arrangement, 2 days prior (before) due date.
Template name: CC Email – Arrangement Set.
Subject: Confirmation of payment arrangement.
Use: This is an email confirming the debtors Arrangements, used to validate the arrangement amounts and due dates.
Template name: CC Email – Broken Arrangement.
Subject: Payment Arrangement Broken.
Use: To remind the Debtor of a Payment Arrangement that has not been maintained, and the scheduled payment is now overdue.
Template name: CC Email – Workflow Email 1 CC Client.
Subject: Your Overdue Invoice.
Use: To advise a debtor of their overdue invoice.
Template name: CC Email – Workflow Email 2 CC Client.
Subject: Second Reminder – Your Overdue Invoice.
Use: To advise a debtor of their overdue invoice & Remind Debtor that further communication or escalation are possible.
Template name: CC Email – Workflow Email 3 Pre-Legal 1 (Notice of Debt) CC Client.
Subject: Notice of debt.
Use: To notify debtor of the possible outcomes of a legal action taken against them if Debtor does not communicate back to resolve outstanding debts.
Template name: CC Email – Workflow Email 4 Pre-Legal 2 (Notice of Court Action) CC Client.
Subject: Notice of Court Action.
Use: To notify Debtor of possible legal actions taken against them. unless debtor makes payment of this debt within 14 days a County Court Claim will be issued to the debtor.
Template name: Customised Email.
Subject: Write something…
Use: For Users to write a customised email to a debtor.
Previewing the email:
Scrolling down, users can preview the message to be sent in the email.
At the bottom of the Email form is located the “Send button”, used to confirm the email and send it. A list of previous emails sent is also available to keep track of emails already sent by the user.
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