Templates Settings
The Templates tab is where you manage reusable communication content across channels. Templates help standardize messaging, improve consistency, and make it easier to reuse approved content across workflows, strategies, and outbound communications.
Use this section to maintain the templates your teams rely on for email, text, voicemail, payment links, validation letters, and signatures.
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Template Categories
The Templates section supports the following categories:
Email Templates
Text Templates
Voicemail Templates
Payment Link Templates
Validation Letters
Signatures
Each category is designed for a specific communication type.
Email Templates
Use Email Templates to create and manage reusable outbound email content.
These templates can be used across workflows and communication strategies to keep email messaging consistent and easier to maintain. Common use cases include payment reminders, settlement offers, hardship program information, payment confirmations, and validation notices.
Email templates can be configured for both first-party and third-party collections workflows, with built-in support for required disclosures such as FDCPA and mini-Miranda notices.
Text Templates
Use Text Templates for SMS-based communication.
These templates are useful for recurring messages such as reminders, follow-ups, payment notifications, plan options, confirmations, hardship inquiries, and settlement offers. Text templates help ensure your SMS outreach stays consistent and compliant across campaigns.
Voicemail Templates
Use Voicemail Templates to manage standardized voicemail messaging.
This helps ensure voicemail content stays consistent across campaigns and workflows. Voicemail templates are particularly useful for maintaining compliance with disclosure requirements while delivering clear, professional messages to consumers.
Payment Link Templates
Use Payment Link Templates to manage payment-related messaging.
These templates can be used when sending consumers a payment link as part of a workflow or engagement strategy. Payment link templates help standardize how you present payment options and call-to-action messaging across different outreach efforts.
Validation Letters
The Validation Letters section allows you to upload custom Word document templates in .docx format for validation letters.
When sent, these templates are converted into password-protected PDFs. This ensures validation letters are delivered securely while maintaining compliance with documentation requirements.
This section also supports viewing available variables so your team can format templates using supported dynamic fields. Using variables correctly ensures that account-specific information—such as consumer names, account numbers, and outstanding balances—populates accurately when letters are generated.
Signatures
Use Signatures to manage reusable signature blocks for written communications.
This is helpful when multiple templates should use the same sender identity, branding, or sign-off language. Signatures help maintain a consistent professional appearance across all written outreach.
Benefits of Using Templates
Templates provide several key advantages for managing communications at scale:
Standardize messaging - Ensure all team members and automated workflows use the same approved language
Improve consistency - Maintain a unified voice across channels, portfolios, and campaigns
Easier to maintain approved content - Update messaging in one place and propagate changes across all workflows that use the template
Streamline compliance - Pre-approved templates reduce the risk of non-compliant language going out in production
Best Practices
Keep template language approved and up to date - Review templates regularly to ensure they reflect current policies, disclosures, and business requirements
Review templates regularly for accuracy and compliance - Establish a cadence for legal and compliance review, especially for templates used in regulated communications
Use shared templates instead of duplicating similar content - Maintain a single source of truth for each message type rather than creating multiple near-duplicate versions
Test dynamic variables before using templates in production - Verify that variables populate correctly with sample data to avoid errors in live communications
Maintain clear naming conventions - Use descriptive names that make it easy for teams to find and select the right template quickly
When creating templates for validation letters or other compliance-related communications, work with your compliance team to ensure all required disclosures and language are included before deploying the template in production.
Summary
The Templates tab gives your team a central place to manage approved communication content across channels. By organizing email, text, voicemail, payment links, validation letters, and signatures in one location, templates make workflows easier to maintain and communications easier to scale while staying compliant.