Configuring Workflow for Settlement Offers in VA 2.0

This guide provides detailed instructions for configuring and managing settlement offers using the Bundle Settlement Offer Amount, Bundle Settlement Offer Expiration Date, and Bundle Settlement Offer Max Payments fields. These enhancements allow businesses to present consumers with time-limited settlement offers via VA 2.0.

Populating the Bundle Settlement Offer Fields

Agencies can populate these fields using two methods:

1. ETL Import: Agencies can calculate and populate the Bundle Settlement Offer fields by exporting account data, modifying it, and reloading it through the ETL process.

2. Action Path: Agencies can design workflows that use flow actions and JavaScript to calculate and set the Bundle Settlement Offer fields dynamically.

For more information on Bundle Settlement Offer Fields view: VA 2.0 Bundle Settlement Offer

Step Overview:

To set up and manage settlement offers, follow these steps. The guide includes common steps for configuring workflows and additional steps specific to the bundle field population method you choose: ETL Import or Action Path.

Common Steps for Both ETL Import and Action Path

1. Define Eligible Accounts: Create a logic block to identify accounts that meet settlement offer criteria.

2. Populate Bundle Settlement Fields: Use ETL Import or Action Path methods described below.

3. Create Communication Logic Blocks:

   1. Active Settlement Offers: Identify accounts with active, non-expired settlement offers.

   2. Send Settlement Offer Text Message: Define accounts eligible for text communications.

   3. Send Settlement Offer Email: Define accounts eligible for email communications.

4. Create Communication Profiles: Configure Text and Email profiles for managing settlement offer communications.

5. Enable Settlement Offer in VA 2.0: Activate the Use Bundle Settlement Offer Amount feature in Virtual Agent settings.

6. Create Action Path Workflow: Build the workflow to send text and email communications based on logic conditions.

7. Create and Schedule the Job: Set up a job to execute workflows, using logic blocks and action paths.

Additional Steps Based on Population Method

• ETL Import: Export, modify, and reload settlement offer data via the ETL process.

• Action Path: Use flow actions and JavaScript to dynamically calculate and set settlement offer fields within workflows.

Option One: Populating Bundle Settlement Fields via ETL Import

Step 1: Creating the “Eligible Accounts for Bundle Settlement Offer” Logic Block

Before configuring workflows or ETL layouts, create a Logic Block to identify eligible accounts for settlement offers.

1. Navigate to Setup → Workflow → Logic Blocks, New

2. Enter the following details:

   1. Label: Eligible Accounts for Bundle Settlement Offer

   2. Description: Identifies accounts eligible for settlement offers based on defined criteria.

   3. Return Primary Accounts Only: enable

   4. Define the logic for account eligibility (e.g., agency number, account balance thresholds, assigned date, etc.).

3. Test the Logic Block and adjust if necessary.

4. Save the Logic Block.

Step 2: Download and Modify the CSV File

1. Download:

   1. Run the logic block and export the results as a CSV file.

2. Modify:

   1. Open the file in a spreadsheet editor.

   2. Add these columns:

      1. Bundle Settlement Offer Amount

      2. Bundle Settlement Offer Expiration Date

      3. Bundle Settlement Offer Max Payments

   3. Populate values for each account.

      1. Example Formula: =A2 * 0.75 for 75% of the current balance.

      2. Date Format: MM/DD/YYYY (e.g., 06/01/2025).

      3. Max Payments: Enter the maximum allowed payments (e.g., 6).

3. Save the file as CSV.

Step 3: Create an ETL Profile

Use the modified CSV file to create an ETL profile for importing settlement offer data.

1. Navigate to Accounts → ETL Import → Profiles → New.

2. Upload the CSV File.

3. Configure the ETL profile:

   1. Label: Provide a name (e.g., Bundle Settlement Offer Import).

   2. Load Method: Select Account Updates.

   3. File Format:

      1. Choose the CSV file format.

      2. Verify the delimiter (comma) and quote character settings.

4. Map the fields in your CSV file to the corresponding ACE fields:

   1. Agency #

   2. Bundle Settlement Offer Amount

   3. Bundle Settlement Offer Expiration Date

   4. Bundle Settlement Offer Max Payments

5. Click Load.

6. Save the ETL profile for future use.

Please Note:

Customers can save the ETL profile and add it to a job for automated execution.

Step 4: Configuring the ETL Job Task:

1. Navigate to: Setup → Jobs → New Job.

2. Label: Bundle Settlement Offer Import

3. Add a Job Task with the following details:

   1. Task Type: ETL: Engine

   2. Description: Extracts, transforms, and loads files matching the mask.

   3. Input File Folder: Specify the folder containing the CSV files.

   4. ETL Profile: Select the saved ETL profile (e.g., Bundle Settlement Offer Import).

   5. Mask: Define the file mask for matching files (e.g., settlement_offer.csv).

   6. Mark File as New: Enable this option to process new files only.

   7. Processed File Folder: Specify the folder for processed files (optional).

4. Active: Ensure the job task is active.

5. Save the job task.

6. Schedule the job to run on demand.

Option 2: Populating Bundle Settlement Fields via Action Path

Step 1: Define Eligible Accounts

• Create the Logic Block as described in Option 1.

Step 2: Configure the Action Path

1. Navigate to Setup → Workflow → Action Paths and create a new Action Path.

2. Provide the following details:

   1. Label: Set Bundle Settlement Offer Fields.

   2. Description: Workflow for configuring settlement offer fields.

3. Add Flow Actions:

   1. Label: Javascript Calculate Bundle Settlement Offer Amount

   2. Class Name: Javascript

   3. Script: The script calculates a settlement offer amount for a debt account as a percentage of the current balance and assigns the value to the settlement offer field. It then saves the updated debt record. You can customize the settlementPercentage to apply different discount rates for various accounts.

      var bundle = new Bundle(debt.bundleID);
      var currentBalance = bundle.currentBalance.doubleValue();
      var settlementPercentage = 0.50; // 50%
      var settlementAmount = currentBalance * settlementPercentage;
      debt.bundleSettlementOfferAmount = new Currency(settlementAmount);
      debt.saveAfterActions = true;

      1. Set Account Fields:

         1. Bundle Settlement Offer Expiration Date: Format the date as MM/DD/YYYY.

         2. Bundle Settlement Offer Max Payments: Enter the maximum number of payments allowed (e.g., 6).

4. Save the Action Path.

Step 3: Create the Job

1. Name the job: Set Bundle Settlement Offer Fields.

2. Add the following tasks:

   1. Job Task: Action Path Workflow.

      1. Use Logic Block: Eligible Accounts for Bundle Settlement Offer.

      2. Use Action Path: Set Bundle Settlement Offer Fields.

3. Run the job to populate the settlement fields.

Remaining Steps for Both Methods

Step 4: Create Consumer Communications

There are two options available to direct consumers to the VA 2.0 Settlement Page. When configuring templates, ensure you select the appropriate parameter based on the communication method to maintain smooth delivery and compatibility with communication standards.

For Email Communications:

• Use: ${debt.virtualAgentLoginUrl}?vaRef=SETTLEMENT

• This parameter directs consumers to the Settlement page within VA 2.0 and is commonly used in email templates.

For Text Message Communications:

• Use: ${debt.virtualAgentLoginUrl}?vaRef=STM

• This parameter also directs consumers to the Settlement page and is designed for optimal delivery in text messages.

Step 5: Configuring the Virtual Agent Profile

To display the settlement offer in VA 2.0, configure the associated Virtual Agent profile.

1. Navigate to Setup → Virtual Agent → Profiles.

2. Locate the Settlement Options section.

3. Enable Allow Settlements.

4. Enable Use Bundle Settlement Offer Amount.

5. Save the profile.

Please Note: If the Client Settlement configuration does not allow settlement, the consumer will not be able to to receive the settlement offers.

Step 6: Create “Active Bundle Settlement Offer Accounts” Logic Block

Create a Logic Block to identify accounts with active settlement offers that are not expired.

This logic block will be used in the job task for action path workflow being used to schedule communications for this offer.

1. Navigate to Setup → Workflow → Logic Blocks, New

2. Enter the following details:

   1. Label: Active Bundle Settlement Offer Accounts

   2. Add Field: Define the logic for account eligibility (e.g., account status New/Active).

   3. Add Custom From: BUNDLE

   4. Add Custom SQL

   bundle.settlement_offer_expiration_date >= CURRENT_DATE + 3

3. Test the Logic Block to verify it identifies the correct accounts.

4. Adjust the logic if necessary.

5. Save the Logic Block.

Purpose of the Custom SQL:

By applying a buffer (CURRENT_DATE + 3), this logic ensures consumers receive messages with enough time to review and act on the settlement offer before it expires.

Agencies can adjust the buffer (e.g., increasing or decreasing the number of days) based on their operational needs or communication strategies.

Step 7: Create Communication Logic Blocks

Logic Block 1: Send Settlement Offer Text Message

Purpose:

This logic ensures that text messages are sent only to eligible and active consumers who have opted in for communication. Agencies can customize the logic to adjust contact prioritization or inclusion criteria as needed.

• Custom From: demographic_phone

• Custom SQL

AND demographic_phone.txt_msg_status = 'OPTED_IN'
AND demographic_phone.active IS true
AND demographic_phone.demographic_phone_id = (
    SELECT demographic_phone_id
    FROM demographic_phone da, bundle
    WHERE bundle.primary_debt_id = da.debt_id
      AND bundle.bundle_id = debt.bundle_id
      AND da.demographic_type = 'PRIMARY'
    ORDER BY da.contact_priority, da.last_update DESC
    LIMIT 1
)

Logic Block 2: Send Settlement Offer Email

Purpose:

This logic ensures that email messages are sent only to eligible and active consumers who have opted in for communication. Agencies can customize the logic to adjust contact prioritization or inclusion criteria as needed.

• Custom From: demographic_email

• Custom SQL:

AND demographic_email.els_status = 'OPTED_IN'
AND demographic_email.active IS true
AND demographic_email.demographic_email_id = (
    SELECT demographic_email_id
    FROM demographic_email da, bundle
    WHERE bundle.primary_debt_id = da.debt_id
      AND bundle.bundle_id = debt.bundle_id
      AND da.demographic_type = 'PRIMARY'
    ORDER BY da.contact_priority, da.last_update DESC
    LIMIT 1
)

Step 8: Create Action Path Workflow

1. Action Path Name: Settlement Offer Communication Workflow.

2. Add Flow Actions: Add Logic Condition for Text Messages:

   1. Logic Block: Send Settlement Offer Text Message.

   2. True: Add an action to send text messages.

   3. Label: Send Text Message = Settlement Offer.

   4. Class Name: Send Text Message.

   5. Text Message Profile: Settlement Offer Text Message.

3. Add Logic Condition for Email Messages:

   1. Logic Block: Send Settlement Offer Email.

   2. True: Add an action to send emails.

   3. Label: Send Email = Settlement Offer.

   4. Class Name: Send Email Message.

   5. Email Message Profile: SETTLEMENT_OFFER_EMAIL.

4. Save the workflow.

Step 9: Create the Job

1. Job Name: Process Bundle Settlement Offer Workflow.

2. Add the following task:

   1. Job Task: Action Path Workflow.

      1. Use Logic Block: Active Bundle Settlement Offer Accounts.

      2. Use Action Path: Settlement Offer Communication Workflow.

3. Schedule: On Demand (This ensures the task is not triggered daily, preventing overcommunication. Run the job only once to maintain appropriate communication frequency.)

4. Save the job.