Navigating Accounts in ACE

12 Sep 2024
6 Minutes to read
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Navigating Accounts in ACE

Updated on 12 Sep 2024
6 Minutes to read
Contributors

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The document serves as a guide for navigating accounts in ACE with a clear understanding of ACE's account details, including sections and functionalities.

Account Summary Section

The Account Summary section provides a quick overview of essential information. To customize the information displayed in this section, refer to Account Summary UI Template.

Agents can minimize the summary section by clicking on the small black box in the upper right-hand corner.

Certain elements within the summary section, such as the name, phone number, and address, serve as links to corresponding sub-screens. These links provide easy access to detailed account information.

Phone and Email Color Coding in the Demographics and Summary Sections

ACE includes color-coding for phone numbers and email addresses in both the Demographics pages and the Account Summary section. This system helps agents quickly interpret contact statuses and ensures consistency across the platform.

Phone Number Color Coding

Default (White): No special status.
Red: "Do Not Contact," "Wrong #," "Reassigned," or "Do Not Call."
- (Red overrides all other colors.)
Gray: Inactive status.
- (Gray overrides green but not red.)
Green: Opted-in for text messages.
- (Only shown when no other conditions apply.)

In the Summary section, only green and white phone numbers are displayed.

Email Address Color Coding

Default (White): No special status.
Red: "Do Not Contact," "Wrong Email," "Reassigned," or "Do Not Email."
- (Red overrides all other colors.)
Gray: Inactive or Bounced status.
- (Gray overrides green but not red.)
Green: Opted-in for email.
- (Only shown when no other conditions apply.)

In the Summary section, only green and white email addresses are displayed.

Image Displays Unified Color Coding For Email and Phone Demographics

Alerts, Pills, and Important Notes

Alerts

Alerts: Displayed in the blue Utility Bar. The number in parentheses indicates the number of alerts, and an audible sound plays when a new alert is received. Click on the arrow to view alerts.
Account-Specific Pills: Displayed at the bottom of the Summary Section on the account screen. These pills serve as visual indicators that categorize accounts based on specific attributes.

Image Displays an Account-Specific Alert

In addition, standard system messages that categorize accounts are represented by "pills" of varying colors. These pills serve as visual indicators of the account's classification.

Create / Change Important Notes

Sometimes there is critical information that everyone accessing an account should know. ACE allows you to display a single important note at the top of the Account Details section, under the Summary Section.

To enter an important note:

In the Notate Account section, enter the note text in the Note text box.
Check the Important box below the text box.
Click Apply or Apply to.

Your important note will appear in the Notes section with your username and will be highlighted in red. It will also display at the top of the Account Details section.

Removing an Important Note

If an important note is no longer relevant, it can be removed from the top of the account. Removing the note from the top does not delete it from the Notes section.

To completely delete an important note:

Click the Clear box under the Note text box.
Click Apply or Apply to.

A new note will appear in the Notes section with your username, indicating the important note was removed. The important note will also disappear from the top of the Account Details section.

Image Displays Important Note in Notes Section

Account Sidebar

The Account Sidebar contains links to various functionalities and tools that facilitate account management and navigation within the ACE system.

Refer to the table below for an overview of each section:

Link	Description
View Account	Returns you to the main section of an account when in a sub-screen.
Transactions	View transaction history and activity related to the account.
Bundled Transactions	View transaction history and activity related to the bundled accounts.
Unspread Transactions	View transactions that have not been spread across buckets.
Post Transactions	Allows users to post new transactions to the account.
Setup Payment Plan	Allows users to create a payment plan.
Cancel Account	Allows users to cancel an account by entering a Cancel Code and additional information.
Email Log	Provides access to a log of email communications associated with the account.
Phone Log	Provides access to a log of phone communications associated with the account.
Text log	Displays a log of text communications associated with the account.
Letter Actions	Drop down options that allow users to view, send, start or stop letters, subject to permission roles. See Account Letters Actions (Sidebar) for details.
Bankruptcy	Users can view or enter Bankruptcy details, subject to permission roles.
Documents	Users can view and upload documents related to the account, subject to permission roles.
Disputes	Users can view and manage dispute records related to the account, subject to permission roles.
Deceased	Users can view and manage deceased records related to the account, subject to permission roles.

Account Sections

Each section is identified by a gold header bar. Expanded sections retain a gold header bar, while a brown header bar indicates a collapsed section. To expand a collapsed section, click on the brown header bar.

Refer to the table below for an overview of each section:

Section	Description
Notate Account Section	This serves as the primary section for account management activities. users can log promise payments, utilize action codes for call and contact logs, create notes, set next work dates or steps, and send accounts to designated worklists determined by administrators.
Notes	This section encompasses all notes associated with the account, including both agent and system generated entries.
Debt Information	Users can access information pertaining to the accounts debt, much of which is auto-populated from the original debt or due to internal system procedures.
Buckets	Details in this section outline how the total amount due is distributed among various financial buckets.
Bundle	This section lists all accounts within a bundle, with one designated as the primary account indicated by a green checkmark. It is recommended to work accounts from the primary account.
Bundle Potential Matches	ACE identifies potential bundle matches based on administrator-defined rules. Users can review and manually add these matches as needed.
Forwards	Provides details on forwarding vendors if applicable to the account.
Phones, Addresses, Email Addresses, Demographics	These sections list respective contact details associated with the account. Click on the data to view or add more details. Click New to add. The Apply Action dropdown menu provides the following options: Activate, Deactivate, Allow Contact, Do Not Contact, Verify, and Unverify.
Account Flags	List of account flags pertaining to account with the option to add new.
Restrictions	List of account restrictions pertaining to accounts with the option to add new.
Original Creditor	Details on additional creditors for the debt.
Original Primary Demographic Information	Details on what the primary demographic was when the account was assigned.

List Controls

In most of the sections, there are list controls located to the right of the header:

Print: Prints the section of the page
Export: Exports the section of the page
Auto Resize Columns: Adjust columns
Filter: Allows users to control displayed information. Refer to the Navigate Note Filter for specific instructions on using the filter in the Notes section.

Image Displays the Filter Icon List Control

Action Buttons

Action buttons in ACE may look similar but serve distinct functions. Below is an overview:

Button	Location	Function
Save	At the bottom of the account detail screen and most sub-screens where changes are made.	Saves any modifications and may navigate you back to the previous page. Click this button when you’ve finished making changes.
Apply	Found at the bottom of the account detail screen, many sub-screens, and in the Notate Account section.	Commits current changes. In some instances, applying changes is necessary to proceed further. When you click “Apply” in the Notate Account section, it only applies the changes to the current account you are working on, excluding other bundle members or accounts.
Apply To	Within the Notate Account section.	Opens a pop-up displaying all account numbers in a bundle. Select relevant account numbers for the applied changes.
Next	Within the Notate Account section.	Clicking Next brings up the next account in the worklist. (This is only allowed if the account has been worked.)
Cancel	Appears in sub-screens when adding new demographic data.	Discards any changes made and returns you to the previous page.
Delete	Appears in sub-screens on the Account Page.	Deletes the current record and returns you to the previous page.
New	Appears in sub-screens on the Account Page.	Clicking New will open a page, allow you to add a new record, then return you to the previous page.

Image Displays Cancel Action Button in the Address Sub-Screen

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Table of contents

Account Summary Section
Phone and Email Color Coding in the Demographics and Summary Sections
Alerts, Pills, and Important Notes
Account Sidebar
Account Sections
List Controls
Action Buttons