The following guide will review the steps needed to send an SMS using preset templates or custom SMS messages
Locate the Case within the Management feature:
This feature is located on the side menu
Once inside the Case Management Page you can locate a case using the “All Cases” list or by searching for a case within the “Search Cases box”
Tip: You can also search the case directly on the Case ID search bar If you have a Case ID to a specific case
Before sending an SMS please remember that SMS’s outside of workflows will be subject to charges via the use of credits.
1: We have now located the Case we want to send an SMS to. So by clicking SMS you will see a pop out SMS form
Tip: Review that the phone number on file is complete
2: Email templates:
SMS popout will display debtor’s details
Below the Case Details are 3 options for templates:
Template Structure and proper use
SMS Workflow 1
(Debtor Name), your account with (Agent name) is overdue. Ref: (case specific ID). Contact (Agent Phone number) to avoid further action.
Use: Used as a friendly reminder of a payment overdue with contact information for the Debtor to get in contact with the Agent
SMS Workflow 2
(Debtor Name), this is a final reminder of your overdue account with (Agent Name). Immediate action is required to avoid escalation. Contact (Agent Phone Number).
Use: A final reminder/warning of possible further actions taken against debtor. SMS displays contact information for the debtor to get in contact with the Agent
Customised SMS:
This template allows you to create a custom SMS. It will not display Agent phone numbers, Amount owed, Debtor Name,
Use: Create your own personalized message for the debtor
The debtor will then receive an SMS message similar to the image below. The text message received by the debtor will depend on the template chosen and their information
