Enable sending dunning communication via multiple channels in parallel

In this article, we will show you, how to configure the new function of parallel sending of dunning messages within your dunning system.

• What is this feature all about?
• How do you set up this function?

Quick guide on how to set up the function:

1. Go to Settings / Finances / Dunning and select your active dunning configuration
2. Choose the payment method
3. Select the dunning rule you want to edit
4. Click the Three Dot menu on the right upper corner of the rules' widget and choose Edit
5. Click on Next to edit the rule setting for communication
6. Add a second or third communication channel, choose the template (this template must be created beforehand under Communication / Management / Templates with the additional information Dunning run)
7. Select the mode of sending: in parallel or as a fallback option
8. Check the box for automatic sending
9. Click Save

What is this feature all about?

You now have the option to send your dunning communications through multiple channels at the same time. This addition is intended to enhance the current setup, where channels are used one after another as a backup. If you configure more than one communication channel for a dunning rule, you'll have the opportunity to choose your preferred method of sending. This choice allows you to decide whether to send a single message using the first channel with valid contact information (in a sequential fallback manner) or to send all selected messages simultaneously, in parallel. This new method of sending can be adjusted for each dunning rule individually, giving you more control over your communication tactics.

How do you set up this functionality?

The first step is to go to Settings / Finances / Dunning and select the dunning configuration you want to edit.

Select the payment method (be aware that those changes have to be made for every payment method separately).

You see your dunning rules now and can edit every single rule where you would like to make the changes in Communication settings.

Click on the three dot menu and select Edit rule

The pop-up window for the rule opens, and you click on Next to reach the second step for editing the communication settings for the actual rule:

Click Add Communication channel, select one of the offered channels you would like to add, choose the template (this template must be created beforehand under Communication / Management / Templates with the additional information Dunning run) and click in the dropdown menu to select the mode for sending:

If you want to send the dunning messages in parallel, select the option for Send communication in parallel. With communication sent in parallel, all messages for the channels with valid contact information are generated and will be sent all at once.

With the fallback mode, the member is contacted with descending channel priority. If there is not enough contact information for a channel, or contact information is not valid, the next one is used.

Check the box for automated sending.

Afterwards, click Save.

The pop-up window closes, and you can see the widget for the dunning rule again, now showing the new settings for the communication of dunning messages.

Note: This option for parallel sending is just for dunning rules. It will not be available for or affect the communication rules.