Creating a Letter Series in ACE

A Letter Series in ACE is a sequence of letters that are automatically sent to consumers based on predefined schedules and conditions. This feature allows you to streamline your communication strategies by setting up a series of letters that progress according to specific timelines or triggers.

Purpose of a Letter Series

• Automation: Automate the sending of multiple letters without manual intervention.

• Consistency: Ensure that communications are sent in a consistent and timely manner.

• Compliance: Adhere to regulatory requirements for follow-up communications.

• Efficiency: Reduce the workload on staff by automating repetitive tasks.

Prerequisites

Before creating a letter series, ensure that you have:

• Letter Profiles: Created all individual letter profiles that will be part of the series. Each letter in the series must have its own letter profile configured.

Steps to Create a Letter Series

1. Navigate to Setup → Letters → Series, Click on New

2. Fill out the following fields:

   1. Label: Enter a descriptive name for the series (e.g., "Default Collection Series").

   2. Description: Provide details about the purpose of the series.

   3. Delay Before Send: Set the number of days to wait before sending the first letter. Use 0 for immediate sending.

   4. Send Role ID: Assign the permission role required to initiate the series (e.g., LETTER_SEND).

3. Add Letters to the Series

   1. In the Letter Profiles section, click on New.

   2. For each letter you want to include:

      1. Letter Profile: Select the letter profile to include in the series.

      2. Output Vendor: (PDF, OpenOffice).

      3. Delay After Send: Enter the number of days to wait after this letter is sent before sending the next letter in the series.

      4. Click Apply or Save to include the letter in the series.

4. Repeat these steps to add all letters to the series in the desired order.

5. Arrange the Sequence of Letters

   1. Use the Drag-and-drop functionality to reorder letters if necessary.

6. Save the Letter Series

Example Configuration

Series Name: “Default Collection Series”

Starting and Managing a Letter Series

Starting a Letter Series on an Account

1. Open the consumer's Account in ACE.

2. Navigate to Letter Actions in the account sidebar.

   1. Select Send Letter Series.

   2. Choose the desired Letter Series from the list.

   3. Click Start Series to initiate the sequence.

Automating the Letter Series Start

• Action Paths: Incorporate the letter series into action paths to automate initiation based on specific triggers or events (e.g., account placement).

• Workflow Triggers: Set up conditions under which the series starts automatically without manual intervention.

Stopping a Letter Series

• Manual Stop: You can manually stop a series from an account if necessary.

• Automated Stop Conditions: Configure certain actions (e.g., payment received, dispute logged) to automatically stop the series to prevent unnecessary communications.

Best Practices

• Compliance Considerations: Ensure that the timing and content of letters comply with all regulatory requirements.

• Clear Naming Conventions: Use descriptive labels for both the series and individual letters for easy identification.

• Testing: Before deploying, test the series on sample accounts to verify that the timing and sequencing work as intended.

• Monitoring: Regularly monitor the effectiveness of the letter series and make adjustments as needed.

• Permissions Management: Ensure that only authorized users have the necessary roles to start or modify letter series.

Editing an Existing Letter Series

1. Navigate to Setup → Letters → Series.

2. Select the letter series you wish to edit.

3. Make the necessary changes:

   1. Add or remove letters.

   2. Adjust delays between letters.

4. Change the sequence of letters.

5. Click Save to update the series.

Note: Changes to a letter series will affect new instances but may not impact series already in progress.

Troubleshooting

Letters Not Sending as Scheduled

• Check Delays: Ensure that the Delay Before Send and Delay After Send values are correctly configured.

• Verify Letter Profiles: Confirm that all letter profiles included in the series are active and properly configured.

• Permissions: Ensure the user has the necessary Send Role ID permissions.

Series Not Starting Automatically

• Workflow Configuration: Verify that the series is correctly integrated into action paths or workflow triggers.

• Account Conditions: Check if the account meets all conditions required to start the series.

Unintended Stops in the Series

• Stop Conditions: Review any automated stop conditions that might be halting the series prematurely.

• Account Activities: Check for account activities (e.g., payments, disputes) that may trigger a stop.