Promote a Digital-First Approach

Engage consumers immediately by sending an automated welcome message via text or email as soon as a new account is placed.

Why It Matters:

A digital-first strategy empowers consumers to self-serve, leading to:

• Higher collection rates

• Reduced call volume

• Faster engagement

Sending a welcome message via SMS or MMS helps you connect quickly and direct consumers to your online portal for easy access and self-service.

SMS vs. MMS Templates – What’s the Difference?

SMS (Short Message Service)

• Limit: 160 characters

• Best for short, direct messages

• Supports message splitting for longer content

MMS (Multimedia Messaging Service)

• Supports longer text and includes an image

• Ideal for richer content

• Including an image may reduce the need for text splitting

Example Welcome Text Message Templates

SMS-Friendly Template (Under 160 Characters):

Hi ${primaryDemographic.firstName}, we’re ${customer.companyName}. Pay online or set up a plan at ${debt.virtualAgentLoginUrl}. HELP=help, STOP=opt out.

MMS-Optimized Template (Over 160 Characters with Optional Image):

Hi ${primaryDemographic.firstName}, we’re ${customer.companyName}. ${client.doingBusinessAs} placed your account (${debt.clientAccountNumber}) with us. Visit ${debt.virtualAgentLoginUrl} to view your account, make a payment, or set up a payment plan. Msg&DataRatesMayApply. Reply HELP for help, STOP to opt out.

You can include an image in the MMS to share additional content with the consumer.

How to Create the Text Message Profile

1. Go to Text Msg Profiles.

2. Click New (bottom right).

3. Complete the profile settings:

   1. Category: Select a category (e.g., Information)

   2. Identifier: Enter a unique name (e.g., Welcome Text)

   3. Send Role ID: (Leave blank or enter as needed)

   4. Edit Role ID: Administrator

   5. Ignore Time Restriction: Leave unchecked (False)

   6. Allow As Payment Source: Enable

4. MMS Document: Optional – add an image/document if desired

5. Enter your message in the Body, using variables as needed.

6. Click Save to store the profile.

7. Test the profile by sending a sample message to confirm correct formatting and content.

8. Once approved, configure the Action Path using the onAfterAccountInsert trigger to send the welcome message automatically when a new account is assigned.

Pro Tip:

Consumers are most likely to act on the first payment option they see. Lead with a Pay Online link to encourage immediate self-service.