📬 Introducing Tratta Contact Center

We're excited to launch Contact Center, a new feature that brings two-way messaging between your agents and consumers directly into Tratta. No more switching between email, phone, and other tools to manage consumer communications. Every interaction is documented in one place for compliance and audit purposes.

What is Contact Center?

Contact Center transforms the existing contact forms (on the Customer payment portal) into a full ticketing system. When a consumer submits a contact request, it becomes a ticket that agents can manage, respond to, and resolve, all from Console.

Key Features

For Agents in Console:

• Unified inbox: View and manage all consumer tickets in one place (Console > Contact Center)
• Ticket management: Track status (Open, In Progress, Resolved) and assign agents
• Two-way messaging: Reply directly to consumers with text and attachments
• Secure messaging option: Send notifications without exposing message content in emails (”secure message” feature)
• Quick access: View tickets from Customer and Account detail pages

For Consumers in Collect:

• Contact Center section: Consumers can view all their conversations and create new tickets
• Message notifications: Unread message count displayed in navigation
• Reply via portal or email: Consumers can respond from Collect or directly reply to email notifications

🚀 To get started, contact your account manager to enable Contact Center for your organization.

📧 Email and Reminder Flags in Reports

Ever wonder, "Was an email sent for this transaction?"

You can now add new columns to your reports showing whether a confirmation email was sent and whether a consumer is enrolled for reminder emails. This helps you identify which consumers may need physical letters instead - useful for compliance documentation and audit trails.

New columns available in reports:

• Transactions: Email Sent (charge confirmations)
• Scheduled Charges: Email Sent (payment reminders), Email Enrolled*
• Payment Plans: Email Sent (enrollment confirmation), Email Enrolled*

*Email Enrolled shows Yes/No based on whether the consumer has an email address and reminder notifications enabled.

🏦 New Variable for Full ACH Account Number in Payment Authorization

You can now include the full bank account number in your Payment Authorization popup using the new variable {{bank_account_number_full}}. This is useful when agents need to read back the complete account number during phone authorization for payment verification.

Only agents with the "Unmask Bank Account Number" permission can see the full number.

Stay tuned for more updates! 💫

🔗 Settlement Offer Request via Magic Link

Agents using Tratta Console have long been able to send Payment and Payment Request links, allowing consumers to open the portal and complete a payment by entering their payment method.

With this update, agents can now also send a Settlement Offer Request link.

To send it, go to Create Payment > Settlement Offer, select payment method Via SMS/Email and pick desired way to send it.

This feature sends the customer a link that opens the Settlement Offers page on the portal, if an offer is available at the time the link is opened. It’s a simple way to guide the customer to self-serve, without requiring login or account creation.

➕ More Create Payment Updates:

• All Payment and Settlement Request links now stay valid for 90 days by default (previously 30). You can still adjust the expiration period on the request form if needed.
• On Create Payment, email and phone inputs now let agents choose whether to update the customer profile or use them for a one-time send only.

🛡️Audit Logs Now Downloadable from Console

Organizations can now access their monthly audit logs directly in Console > Settings > Audit Logs.

Each row includes a downloadable ZIP archive containing user records, access logs, and activity logs for the selected month. This makes compliance and audit tracking easier than ever.

This feature is permission-based.

🪴Other Updates & Maintenance

• Campaign Deliverability report now includes an Attachments column showing the file name of any attachments sent with each email.
• Various UI, security, and performance fixes across the platform.

🏷️ Agents Can Now Create Flexible Settlement Offers

We’ve expanded the flexibility of our Settlements module by introducing Custom Settlement Offers. This feature allows agents to create a custom offer directly in Console, even when the debt account isn’t eligible for any standard offers (either in Console or the Payment Portal).

With Custom Settlements, agents can enter any discount percentage or settlement amount. Once the amount is set, they can choose to schedule either a one-time payment or a payment plan — giving your teams more flexibility to convert calls into recoveries.

✨ Key Features

• Flexible options: Set up a one-time payment or a multi-installment plan.
• Permission-controlled: Enable with permission: Settlement Offers > Custom Settlement Offer > Create. Agents without this permission won’t see the option.
• Rule limits: By default, the feature is ON, and has limits of Max discount = 80%; Max plan length = 24 months. These limits are configurable per organization or per client (location) at your request.

📩 Have feedback or questions? Reach out to your account manager or Tratta support.

💸 Updated Refund and Void flow

We’ve updated the Refund and Void flow to give you more control over service fees. You can now:

• Refund or void service fees separately from the main transaction
• Partially refund a service fee if needed
• Enjoy an improved interface that makes the process faster and easier to use

This helps support edge cases and compliance scenarios where fees must be handled independently from the payment.

📬 Campaigns Deliverability report updates

We’ve enhanced the Campaign Deliverability Report with two new columns to give you better visibility into send logic and delivery outcomes:

• Scrub Reason: Explains why a subscriber was excluded (“scrubbed”) before any email attempt was made. This appears only when Sent = 0. A full list of reasons is available on Help Docs.
• Status Finalized At: A timestamp showing when the subscriber’s status is finalized. This means no further changes will occur (e.g., waiting for send or retry is complete). Use this as a reliable filter (order date) for scheduled exports, ensuring reports only include finalized data.

These additions improve your ability to audit delivery, troubleshoot issues, and confidently pull finalized campaign data for analysis.

Stay tuned for more updates! 💫

💳 New Create Payment Experience for Agents

The redesigned Create Payment section in Console is now live!

While many consumers prefer to self-serve on the payment portal, a large portion still contact agents to make payments by phone. That’s why it’s critical to provide agents with fast, clear, and reliable tools for setting up payments, plans, or settlements.

This redesign makes the payment flow easier to follow while retaining all the flexibility your team needs.

What’s Improved:

• A cleaner, more condensed layout for entering payment details
• Simpler, more intuitive form fields for payment method and billing address
• Faster performance and improved stability

This update helps agents work more efficiently and reduce errors when capturing payment details in real time.

📩 We built this update with real-world feedback from teams like yours. If you have suggestions or questions, we’d love to hear from you!

📨 New Documents Campaign

You can now automatically notify consumers when new documents (like balance confirmations or statements) are added to their account.

This campaign works with the existing bulk document import via SFTP and will send tailored emails to customers based on the matched document and account.

🔗 Read more in the Help Docs →

📩 Interested in enabling this feature? Contact your account manager.

🪴 Fixes & Improvements

• Over 20 technical and performance improvements to keep the platform fast and reliable ⚙️

💫 As always, thanks for your feedback and support!

📬 Campaign Tracking in Transactional Reports

We’ve added campaign tracking columns to transactional reports — including Campaign Name, Run ID, and Subscriber ID.

Now, when a consumer sets up a payment or plan by following a link in a campaign email or SMS, it will be tracked not only in Customer Analytics, but also in: Transactions, Payment Plans, Scheduled Charges reports.

🔍 Why It Matters

• See which payments were driven by campaign outreach — whether made immediately or scheduled for a future date.
• Analyze scheduled charges tied to campaigns, helping with promise-to-pay projections.

📦 We’ve also backfilled historical data, so you can review past campaign results right away.

➡️ Check your updated reports and feel free to share any insights or feedback with us!

📅 Schedule Payments Through End of Month

We’ve added an optional setting that allows customers to schedule payments through the end of the current month, even when that goes beyond the standard "max days allowed" rule.

📌 Examples:

• If max_days = 5 and today is Oct 15, the customer can schedule through Oct 31
• If max_days = 5 and today is Oct 28, the customer can schedule through Nov 2 (5 days from today, as defined by the max_days rule)

➡️ Please contact your account manager to customize this setting and give your customers greater flexibility when choosing a payment date!

🏦 ACH Payment Method: Control Allowed Parameters

We’ve added new settings to help organizations control which account types and ownership types are allowed when consumers enter ACH payment information.

By default, the payment form supports:

• Account Types: Checking and Savings
• Ownership Types: Personal and Business

Now, you can configure your form to allow only specific combinations—for example, only Personal Checking accounts—to align with your payment processor requirements or risk policies.

These controls apply to all payment entry points, including: Payment Portal, Agent Console, API and IVR payments.

➡️ To customize these settings for your organization, please contact your account manager.

🛠️ Maintenance & Improvements

• Break Payment Plan logic update: The counter for failed card charges or returned ACH payments now applies at the Payment Method level. While only plan-related payments are counted, if a customer has multiple payment plans using the same method, the system will break all related plans once the configured threshold of failures or returns is reached.
• Improved handling of email campaign bounces: hard bounces are now permanently suppressed; soft bounces are not, except “mailbox full” which are suppressed for 30 days.
• Console > Settings > Users: The Last Signed In column was replaced with Last Active — making it easier to see when a user was last active in your organization’s Console.
• Payment Portal has been reviewed for ADA compliance, and minor accessibility issues have been addressed.
• Various bug fixes 🐛 and performance improvements.

It’s been a little while since our last What's New post. We’ve got some great updates to share 💫

🛒 📨 Abandoned Checkout Recovery (ACR) Email Campaign

Many consumers visit the payment portal, verify their identity, and explore their options – but leave without paying. Tratta's Abandoned Checkout Recovery (ACR) Campaign helps you re-engage those high-intent visitors automatically.

This fully automated, behavior-based campaign detects qualified sessions and sends a follow-up email at the right moment — no manual drops or agent work required. ACR is ideal for increasing recoveries from missed opportunities without adding operational overhead.

🔗 See full feature description in Help Docs (how it works, what sessions are eligible, and which parameters you can configure).

👉 Interested in enabling ACR for your organization? Contact your account manager to get started.

🗓️ Break Plan Logic: Now Works with Card Payment Failures

We've expanded the Break Plan feature to better support payment monitoring and automation:

• 💳 Card Payment Support: You can now automatically break a payment plan after a configured number of consecutive failed card payments. A card payment is only marked as failed after all retry attempts are exhausted.
• 🏦 ACH Return Improvements: The ACH logic has been improved to trigger plan breaks only after a configured number of consecutive returns (instead of total count).

You can enable or update this logic under: Console > Settings > Payment Settings:

🧱 Tratta Blocks

The Blocks provides a JavaScript library for integrating secure, PCI-compliant payment forms into your web applications. It creates iframe-based payment blocks that safely handle sensitive data while allowing full control over styling and integration.

Read more in API documentation.

📧 Consumers Notifications

• 🇲🇽 Spanish Support: Transactional and portal notifications now support Spanish. You can specify the customer’s preferred language (en or es) in the import file to trigger localized notifications.
• ⚙️ Notification Preferences: On the portal’s Account Details > Notification Settings page, consumers can now manage their subscriptions via grouped toggles.

🛠️ Maintenance, Bug Fixes & Improvements

• Upgraded back end to Laravel 12 for better performance and long-term support.
• On Console > Account or Customer page, active accounts now show first in the account list. This is helpful for customers with many historical or archived accounts.
• Reports: We’ve added new default columns like Checkout Type, Payment Source, Product Type, Current Creditor, and Original Creditor to make key insights more visible in new reports.
• Plus, various bug fixes 🐛 and backend performance improvements 🪴.

Thanks for your continued feedback 🙏. It helps us make the Tratta platform better every day! ✨

🔏🗣️ Payment Authorization Talk Track for Agents + New Customization Options

We’ve extended the Payment Authorization Popup feature to Console payments. Now, when an agent sets up a payment in Console > Create Payment, they’ll see a talk track version of the popup - allowing them to clearly read the authorization terms to the consumer and record acceptance for compliance.

This supports all checkout types, including: One-Time Payment, Payment Plan, Settlement Offer (single payment or plan).

✨ We also added:

• New variables for richer authorization text.
• Location-based customization for different policies across creditors/portfolios.

🔍 For full setup and variable reference, see the Payment Authorization Help Page (you must be logged in to the app).

📄 Each accepted Payment Authorization is saved as a PDF certificate, available under Console > Customer Page > Accepted Policies.

It captures:

• The full policy text with inserted payment details
• Timestamp, checkout method, portal URL
• Consumer info (name, device ID, IP address)
• Agent name (for payments created in Console)

This document serves as legally valid proof of consumer authorization.

Want to enable it or customize for your org? Reach out to your account manager.

📬📎 Email Campaigns Now Support Attachments

Tratta Campaigns now allow you to send emails with attachments. This is perfect for including documents like statements, balance confirmations, paid-in-full letters, and more – all sent securely alongside your campaign emails.

Interested in the details or want to set up your first campaign? Contact your account manager.

🛠️ Maintenance & Improvements

Ongoing technical updates and bug fixes to keep things fast, stable, and reliable.

More updates coming soon. Stay tuned 💫

📬📈 Console Campaigns: Track Results from Sent Emails to Payments

We’re excited to roll out a major update in Console!

The new Campaigns section gives you visibility into every step of your outreach with campaigns. Tratta Campaigns help you engage customers via email (already live) and soon via SMS - driving recoveries while tracking full-funnel performance from Send → Delivered → Opened → Verified → Action Taken (e.g., Promise to Pay, Paid).

Key Features

• 20+ metrics covering deliverability, engagement (opens, clicks), verified sessions, and conversion (promised and paid amounts).
• Data available per Campaign Run and Campaign Total (aggregated across all runs).
• Real-time insights: refresh the page to see the latest results. Engagement and payment metrics update over time as they reflect point-in-time performance.
• Funnel view (per Campaign and Run): visualize how outreach drives behavior, step by step - from send to payment.

Demo Mode for Preview

If your organization hasn’t launched live campaigns yet, no worries - we’ve got you covered with Demo Mode. It lets you explore what campaign performance tracking looks like in action.

Ready to Get Started?

Curious how Campaigns can drive results for your organization? Reach out to your account manager - or hit Contact Us in the Campaigns section of the Console - to explore the benefits, onboarding steps, and plan your first campaign.

📊 Reports List Gets a New Look

We’ve started refreshing the Console design to align with modern financial software standards, improve usability, and support long-term growth.

The Dashboard and Campaigns already showcase the new design approach as part of recent feature releases. Now, the Reports section becomes the first redesigned part of existing functionality, bringing a cleaner look and smoother experience to a core part of your daily workflow.

Highlights of this update:

• ✨ A new Scheduled Reports tab so you can quickly see which reports your organization is exporting on a recurring basis.
• 🛠️ New inline actions - Rename, Duplicate, and Delete - right from the list view, with no need to open the report.

This is just the beginning - more design upgrades coming soon!

📨 Email Events Report

The Campaign Events Report has been upgraded to the new Email Events Report.

You can now track events for both Campaign emails and Transactional notifications (listed in Console > Settings > Notifications).

The report shows which emails were delivered, opened, bounced, and more - along with bounce reasons.

This helps you track consumer engagement and identify and clean up bad emails from your consumer base.

💳 Console Create Payment: Billing Address Module Update

• Added support for selecting existing or entering new billing addresses when creating payments in the Console.
• This improves billing address management - leading to cleaner data and more accurate fee calculations.

🔧 Bug Fixes

• Various bug fixes 🐛 and behind-the-scenes improvements 🪴 to keep everything running smoothly.

📋 Upload & Share Account Documents

We’ve added the ability for Console users to upload documents directly to the Debt Account page—and easily share them with consumers.

➕ Upload Documents in Seconds

1. Find the account
2. In the Documents block, click Add
3. Select your file
4. Click Upload

Uploaded documents will be visible in:

• Console (for agents): Account Page → Documents block and Documents Section → Account Documents tab
• Payment Portal (for consumers): Account Details → Documents page

📧 Send Documents to Consumers

1. Click Send in the Documents block
2. Confirm or enter the consumer's email
3. Click Send

This will send an email notification with a session link to the Documents section of the portal. After completing a quick 1-step verification (using DOB, SSN, or ZIP), the consumer will be able to download and review the document.

✨ Other Notes

• Access to these new features is controlled by 3 new permissions: Create, Delete, and Share Debt Account Documents.
• You can customize the Your documents are ready email template in Settings > Notifications.

💡 Why This Matters

Sharing documents doesn’t just inform—it re-engages. When a consumer receives a secure link to review their documents, they’re brought right back into the portal where they can take further action, like making a payment or reviewing account details. It’s a simple way to keep them moving forward.

Start using it today and share any feedback with your account manager—we’re always listening.

🛠️ Maintenance and small improvements

• Updated Chargebacks Report to align with processor API changes.
• Payment Authorization Certificate now includes the Original Creditor Number (when available).

🚪 Payment Portal Exit Intent Popup

We’ve released a new Exit Intent Popup for the Payment Portal—designed to re-engage consumers before they leave. Even better, its performance is fully trackable so you can measure impact.

✨ Key Features

• Choose which portal pages display the popup
• Fully editable title, body text, CTA button, and destination
• Set cooldown period (how often it can reappear) and inactivity timeout
• Two trigger types: inactivity and intent to leave (mouse movement out of page)

• Event tracking: see when the popup is shown, closed, or clicked
• Does not show to customers who have already submitted a payment in the session

Not sure why this matters? Even a modest recapture rate—just 1 in 10—could lead to a significant lift in collections.

📩 Want to activate it? Reach out to your account manager.

🪙 Settlement Offer Discount Override for Agents

We’ve added a new permission: Override Settlement Offer Max Discount.

Console users with this permission can now increase the discount on custom Settlement Offers beyond the default limit.

For example, if the default offer is 20%, they can raise it to 25%.

Without the permission, users can still reduce the discount—but not increase it—just like before.

🛠️ Maintenance & Fixes

• Corrected a metric and added UX improvements to the new Dashboard for better accuracy and experience

• Various other bug fixes and stability updates 🐞