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Templates Management Guide

Overview

Templates in Abrianto allow you to create standardized communication messages that you can use consistently across your collection processes. This guide explains how to create, manage, and use templates for emails, SMS, and other communications.

What are Templates?

Templates are pre-formatted messages that you can use for:

  • Email Communications: Standardized email messages to debtors
  • SMS Messages: Short text messages for quick notifications
  • Phone Scripts: Standardized call scripts for collection calls
  • Notification Messages: System notifications to agents and managers
  • Form Letters: Formal written communications

Templates help ensure:

  • Consistency: Your messages always follow the same format
  • Professionalism: Messages maintain a consistent professional tone
  • Compliance: Messages meet regulatory requirements
  • Efficiency: Quick access to pre-written communications
  • Branding: Messages reflect your organization’s brand

Types of Templates

Email Templates

  • Subject lines
  • Body content with placeholders
  • Recipient information
  • CC/BCC recipients
  • Attachment options

SMS Templates

  • Short message format
  • Character limits
  • Direct recipient phone numbers
  • Quick notifications

Phone Script Templates

  • Opening greetings
  • Conversation flows
  • Payment discussions
  • Escalation handling
  • Closing statements

Notification Templates

  • System alerts
  • Task reminders
  • Status change notifications
  • Escalation warnings

Creating Email Templates

Step 1: Access Templates

  1. Navigate to Admin → Templates
  2. Click “Create New Template” button

Step 2: Configure Basic Information

Fill in template details:

  • Template Name: Clear, descriptive name (e.g., “Overdue Payment Reminder”)
  • Template Type: Choose “Email”
  • Category: Select category (e.g., “Accounts”, “Debtors”, “Notifications”)
  • Description: Brief explanation of when to use this template
  • Is Active: Enable immediately or schedule activation

Step 3: Configure Email Settings

Set up email-specific options:

  • Subject Line: The email subject
  • From Email: Sender email address
  • From Name: Sender display name
  • Reply To: Email to reply to (e.g., collection@yourcompany.com)
  • CC Recipients: Additional recipients
  • BCC Recipients: Hidden recipients
  • Attachments: Optional files to attach
  • Priority: Normal or High priority

Step 4: Create Email Body

Write your template message:

  1. Use the template editor to write your message
  2. Use placeholders for dynamic information:
    • {debtorName}: Debtor’s name
    • {accountNumber}: Account number
    • {outstandingBalance}: Current balance amount
    • {dueDate}: Payment due date
    • {agentName}: Agent’s name
    • {companyName}: Company name
    • {customField}: Custom parameter values
  3. Format with HTML or plain text
  4. Add placeholders for contact information
  5. Include all necessary details

Step 5: Save Template

  1. Click “Save” to save your template
  2. Review any validation errors
  3. Verify the template is saved correctly

Step 6: Activate Template

  1. After saving, find your template in the list
  2. Click “Activate” to enable it
  3. Template will be available for use

Creating SMS Templates

Step 1: Access Templates

  1. Navigate to Admin → Templates
  2. Click “Create New Template” button

Step 2: Configure Basic Information

Fill in template details:

  • Template Name: Clear, descriptive name (e.g., “Payment Due Reminder”)
  • Template Type: Choose “SMS”
  • Category: Select category (e.g., “Accounts”, “Debtors”)
  • Description: Brief explanation of when to use this template

Step 3: Configure SMS Settings

Set up SMS-specific options:

  • Sender Number: Phone number to send from
  • Recipient: Who receives the message
  • Priority: Normal or High priority

Step 4: Write SMS Message

Create your SMS template:

  1. Write your message (keep it concise)
  2. Use placeholders for dynamic information:
    • {debtorName}: Debtor’s name
    • {accountNumber}: Account number
    • {amount}: Amount due
    • {dueDate}: Due date
    • {companyName}: Company name
  3. Include call to action
  4. Include contact information

Step 5: Save and Activate

  1. Click “Save” to save your template
  2. Click “Activate” to enable the template

Creating Phone Script Templates

Step 1: Access Templates

  1. Navigate to Admin → Templates
  2. Click “Create New Template” button

Step 2: Configure Basic Information

Fill in template details:

  • Template Name: Clear, descriptive name (e.g., “Initial Collection Call”)
  • Template Type: Choose “Phone Script”
  • Category: Select category (e.g., “Accounts”, “Debtors”)
  • Description: Brief explanation of when to use this template

Step 3: Create Script Structure

Structure your phone script:

  1. Opening: Greeting and introduction
  2. Purpose: Explain why you’re calling
  3. Discussion Points: Key topics to cover
  4. Objection Handling: How to respond to common objections
  5. Payment Arrangements: How to discuss payment plans
  6. Escalation: How to handle escalation situations
  7. Closing: Final statements and next steps

Step 4: Add Placeholders

Insert dynamic content:

  • {debtorName}: Debtor’s name
  • {accountNumber}: Account number
  • {balance}: Current balance
  • {dueDate}: Due date
  • {agentName}: Agent’s name

Step 5: Save and Activate

  1. Click “Save” to save your template
  2. Click “Activate” to enable the template

Using Templates

Using Email Templates

Method 1: Through Accounts

  1. Open an account or debtor
  2. Click “Send Email” or “Send SMS” button
  3. Select your template from the dropdown
  4. System fills in placeholders with actual data
  5. Review and customize if needed
  6. Send the message

Method 2: Through Workflows

  1. Configure workflow actions to send communications
  2. Select email template from available options
  3. System automatically sends when conditions are met

Method 3: Manually

  1. Navigate to Templates section
  2. Click on a template to use it
  3. Fill in dynamic data for placeholders
  4. Send the message

Using SMS Templates

  1. Open an account or debtor
  2. Click “Send SMS” button
  3. Select your SMS template
  4. Review the message
  5. Send the message

Using Phone Script Templates

  1. Open account or debtor information
  2. Click “View Phone Script” button
  3. System displays the script with placeholders filled
  4. Review and follow the script during your call
  5. Make notes during the conversation
  6. Complete the task or conversation

Template Variables and Placeholders

Common Placeholders

PlaceholderDescriptionExample
{debtorName}Debtor’s full name“John Smith”
{accountNumber}Account number“ACCT-12345”
{outstandingBalance}Current balance“$1,250.00”
{dueDate}Payment due date“2024-01-15”
{companyName}Company name“ABC Corporation”
{agentName}Agent’s name“Jane Doe”
{customField}Custom parameter value“VIP”

Formatting Placeholders

You can format numeric values:

  • {balance}: Shows as “$1,250.00”
  • {balance:currency}: Shows as “$1,250.00” (currency code)
  • {balance:number}: Shows as 1250.00 (numeric only)
  • {date}: Shows as “January 15, 2024”
  • {date:full}: Shows as “Monday, January 15, 2024”
  • {date:short}: Shows as “01/15/2024”

Editing Templates

Modifying Existing Templates

  1. Navigate to Admin → Templates
  2. Find the template you want to edit
  3. Click “Edit” button
  4. Make your changes
  5. Click “Save” to update

Deactivating Templates

  1. Find the template you want to deactivate
  2. Click “Deactivate” button
  3. Template will no longer be available for use

Deleting Templates

  1. Find the template you want to delete
  2. Click “Delete” button
  3. Confirm deletion
  4. Template will be permanently removed

Template Categories

Organizing Your Templates

Use categories to organize your templates:

  • Accounts: Templates for account-related communications
  • Debtors: Templates for debtor-specific communications
  • Notifications: System notifications
  • Reminders: Payment and follow-up reminders
  • Escalations: High-priority communications
  • Legal: Legal notices and correspondence

Creating Categories

  1. Navigate to Admin → Templates
  2. Click “Manage Categories”
  3. Create new categories as needed
  4. Assign templates to appropriate categories

Template Best Practices

For Effective Template Creation

  1. Be Clear and Concise: Keep messages focused and easy to understand
  2. Use Professional Tone: Maintain appropriate professionalism
  3. Include All Details: Make sure all necessary information is included
  4. Test Templates: Always test with actual data before using
  5. Include Placeholders: Use placeholders for dynamic content
  6. Follow Regulations: Ensure templates comply with debt collection regulations
  7. Review Regularly: Update templates based on feedback and changes
  8. Standardize Structure: Use consistent structure across templates

Common Template Types

Welcome Templates:

  • New debtor welcome
  • New account notification
  • System introduction

Reminder Templates:

  • Payment due reminders
  • Follow-up reminders
  • Overdue payment notices

Confirmation Templates:

  • Payment confirmation
  • Appointment confirmation
  • Meeting confirmation

Escalation Templates:

  • Urgent escalation notices
  • Senior agent notifications
  • Manager alerts

Closing Templates:

  • Account closure notices
  • Account paid notifications
  • Written-off notifications

Formatting Tips

Email Templates:

  • Use HTML formatting for readability
  • Include clear call-to-action
  • Use bullet points for key information
  • Keep paragraphs short and focused
  • Include contact information prominently

SMS Templates:

  • Keep messages short (160 characters max)
  • Focus on the most important information
  • Include a clear call-to-action
  • Use abbreviations appropriately

Phone Script Templates:

  • Use numbered steps for clarity
  • Include conversation starters
  • Include objection handling
  • Include closing statements

Regulatory Considerations

  • FDCPA Compliance: Follow Fair Debt Collection Practices Act requirements
  • State Laws: Comply with state-specific regulations
  • Truth in Lending: Include required disclosures
  • Consumer Privacy: Protect debtor information appropriately
  • Documentation: Maintain records of all communications

Template Testing

Testing Before Activation

  1. Use test data in your template
  2. Verify placeholders are filled correctly
  3. Check formatting and appearance
  4. Ensure message flows logically
  5. Test with different data scenarios

Testing After Activation

  1. Send test messages to internal accounts
  2. Verify formatting is correct
  3. Check for any errors
  4. Confirm recipients receive properly
  5. Adjust as needed

Troubleshooting

Template Not Working

  • Verify template is active
  • Check that placeholders are correct
  • Ensure all required fields are populated
  • Review system logs for errors

Placeholders Not Filling

  • Verify placeholder syntax is correct
  • Check that data is available for that field
  • Review template variable documentation
  • Test with different data scenarios

Messages Not Sending

  • Check email/SMS service configuration
  • Verify recipient information is valid
  • Review message content for errors
  • Check for blocked or rejected recipients

Formatting Issues

  • Review HTML/CSS for email templates
  • Check character limits for SMS
  • Test with different email clients
  • Verify formatting in test environment

Getting Help

For support or questions about template management:

  • Documentation: Check our comprehensive documentation library
  • Support Portal: Submit tickets through your support portal
  • Training Resources: Access video tutorials and guides
  • Contact Support: Reach out to our support team directly

Next Steps

Now that you understand templates, explore: