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Managing Communications & Documents: The Document Center

Audience: System Administrators, Operations Leads, Marketing Managers

Topic: Configuration & Borrower Communication

Overview

The Document Center is the control room for your borrower experience. It is where you manage every piece of text your customer sees, from the initial "Welcome" SMS to the legal "Loan Agreement" they sign.

This tool gives you full control to customize your brand voice, ensure legal compliance, and manage automated notifications without needing a developer.

What You Can Do Here:

  • Edit Templates: Update the wording of system-generated emails and SMS notifications.

  • Manage Contracts: Update your legal agreements and consent forms.

  • Personalize: Insert dynamic data (like "Customer Name" or "Approval Amount") into your messages.

  • Control Traffic: Toggle templates between Active (Live) and Inactive (Draft/Testing).

Accessing the Document Center

Templates are managed at the Product Level. This allows you to have different messaging for a "Lease-to-Own" product vs. an "Installment Loan."

  1. Log into the Admin Portal.

  2. Navigate to Manage Products.

  3. Click the three-dot menu next to the specific product you want to edit and select View.

  4. Click the Documents tab.

Key Concepts

1. Template Types

  • Email Templates: Operational messages (e.g., "New Offer Available," "Payment Failed," "Manual Review Required").

  • SMS Templates: Short-form text notifications sent to the borrower’s mobile device.

  • Consent Forms / Agreements: The legal PDF documents that require an e-signature (e.g., Loan Agreement, Privacy Policy).

2. Active vs. Inactive

  • Active: The template is live. If the trigger event happens (e.g., a customer is approved), the system will send this version.

  • Inactive: The template is saved but disabled. Use this status when drafting new versions or testing changes in a safe environment.

3. The "Four Lead Types" Rule

PayPlan categorizes applications into four types. Important: If you want to change a message for everyone, you often need to replicate your edit across all four categories:

  1. Qualified Lead Applications (Standard flow)

  2. Unconverted Lead Applications (Drop-offs)

  3. Re-borrower Applications (Returning customers)

  4. Web Leads (Online applicants)

How to Edit a Document or Email

  1. Open the Documents tab under your selected product.

  2. Locate the specific template (e.g., "New Offer Email").

  3. Click the three-dot icon and select Edit.

  4. Use the Configuration Editor to modify the text, font, and formatting.

  5. Click Save.

Warning: The system does not auto-save. If you leave the page without clicking Save, your changes will be lost.

Using Dynamic Fields (System References)

You can personalize every message using "Variables." These are placeholders that the system automatically replaces with real data.

How to use them:

In the editor, drag and drop fields from the Configurable Fields panel on the right side of the screen.

Common Examples:

  • {{Customer Name}} becomes "John Smith"

  • {{Offer Amount}} becomes "$2,000"

  • {{Application ID}} becomes "APP-1024"

Managing Declines & Manual Reviews

The Document Center controls the automated messages sent during underwriting decisions.

Sending a Decline Email:

When you click Decline on an application, the system asks you to select a Decline Reason from a dropdown. This selection automatically triggers the specific "Decline Letter" template associated with that reason (e.g., "Insufficient Income" vs. "Unable to Verify Identity").

Note: To add a brand new Decline Reason to the dropdown, please contact Support.

Verifying a Message was Sent:

If a customer claims they didn't receive an email:

  1. Go to the Borrower’s Profile.

  2. Open the Communications tab.

  3. This log shows every email and SMS triggered by the system, along with a timestamp and delivery status.

Creating a New Template

If you need a custom message that doesn't exist yet:

  1. In the Documents tab, click + Add Template.

  2. Select the type (Email, SMS, or Consent).

  3. Build your content and insert Dynamic Fields.

  4. Set the status to Inactive until you are ready to use it.

  5. Save your changes.

Best Practice: Always test new templates in your UAT (User Acceptance Testing) environment before activating them in Production. Create a test application, trigger the email, and verify it looks correct on your phone or computer.