💸 Autopay (Open-Ended) Plans for Agents

Agents can now turn on Autopay right when creating a Payment Plan in Console. When an account balance can change in the future (interest, fees, or extra costs not yet reflected in the balance), agents can create an open-ended (Autopay) plan from Console > Create Payment Plan. These plans keep running until the account balance hits zero, so any future interest, fees, and costs are automatically covered.

Why it matters: balances do not always hold still. Once a judgment is entered, interest and costs keep accruing, so the amount a consumer agreed to pay is no longer the amount they owe. As one operations manager at a national creditor rights law firm told us: "We don't allow those files to make payment plans on the portal, because if judgment gets entered, then interest will start accruing, costs will be added to the file. So basically the balance of what the consumer is going to be paying is going to change." Open-ended Autopay plans cover that moving balance automatically, with no need to re-create the plan each time it changes. Just toggle “Autopay” when creating the plan, and that's it!

Help docs: Autopay (see the new "Creating an Autopay plan from Console" section).

💬 Contact Center: Templates and Auto-Assignment

• Message templates: save your most common replies and drop them into tickets in one click. Faster responses, consistent wording.

1. Just create your message templates in Settings > Contact Center:

2. and use them with ease on ticket replies:

• Auto-assign by account metadata: when a ticket comes in, it routes automatically to the agent whose email is listed on the account's metadata. The agent email acts as the identifier that ties the account to a Console user, so the right person picks it up without any manual triage. Faster first response, no hand-offs.

📬 Campaigns: Better Visibility

• Campaign run file name in Reports: every report row now shows the source file that triggered the campaign run. Tie outcomes back to the exact file you dropped, and audit results down to the upload level.
• SMS campaign columns in transaction reports: Transactions, Plans, and Scheduled Charges now carry SMS campaign columns alongside the existing Email ones. See which payments, plans, or schedules a consumer started from an SMS campaign link, and measure SMS performance next to Email. Multichannel outreach only pays off when you can attribute results, and now SMS sits side by side with Email on every report that matters.

• SMS Contact Tracker: every SMS interaction with a consumer (campaigns or payment requests), in one tab on the Customer page. Useful for engagement reviews and contact-attempt audits.

🔐 Stronger MFA on Console

Each organization can now enable Multi-Factor Authentication (MFA) on Console. Once turned on, every user in the org is prompted to link their account to an authenticator app (Google Authenticator, Microsoft Authenticator, Authy, or similar) and enter the rotating 6-digit code from that app on login. The code is generated on the user's device, rotates every 30 seconds, and never travels over email, so even if a password is leaked the login is still protected.

An important security step to keep your organization's data safe.

Help docs: Settings > Multi-factor Authentication.

🎨 Console Redesign: More Pages Refreshed

The new Console design now covers the Contact Center ticket page, the Dispute page, and a reordered account overview sections that puts the most-used info at the top.

🛠️ Other Improvements

• Tratta events as webhooks (API): subscribe to internal Tratta events via webhook and pipe them into your CRM, BI, or anywhere else in real time. See API docs > Tracking events for the available events and payloads.
• BIN blocker now on Console and IVR: the same live errors for blocked card networks and types that already run in Collect (Customer Portal) are now in place on Console and IVR card entry. Agents catch the issue right when the card is entered instead of waiting on a decline, and consumers calling IVR don't waste the call entering a card that was never going to work. Cleaner experience on both sides.

More updates on the way. You can see the full list anytime at https://whatsnew.tratta.io/announcements 💫

✍️ Tratta Sign: Ad Hoc Document Signing

Previously, Tratta Sign required setting up filters and templates to get documents signed at scale. Now agents can upload a signature-ready document on the fly and assign it to a specific debt account, right from Console.

Useful for one-off documents like settlement agreements, custom payment authorizations, hardship letters, or any account-specific paperwork that doesn't fit a reusable template.

How it works:

• Open the account page in Console and go to the new Signature Documents tab
• Upload your prepared document with the [Signature] placeholder (plus optional ones like [Sign Date] if needed)

• Send a portal invite email from the same section. The consumer follows the session link, reviews, and signs the document.

• Track status (new, viewed, signed) right on the account page, and across the org under Documents > Signed documents.

• Daily exports of signed documents to an SFTP folder are also available.

📚See our help documentation page with all the details.

🚀 Available now in Console. Go ahead and try it or contact us if you have any questions.

📝 Pop Up Authorization: Full Plan Schedule Variable

Pop Up Authorization templates now support a {{payment_schedule}} variable that renders the full plan schedule (each payment's date and amount). Plus an {{is_tiered_plan}} boolean flag so templates can conditionally show the full schedule for Tiered plans and a shorter summary for flat plans.

Helps you describe any plan structure accurately in authorization popups, especially for Tiered Payment Plans where first and last payment amounts no longer tell the full story.

Open your authorization templates and add {{payment_schedule}} to any tiered plan pop-ups.

🎨 Console Redesign: Chargeback & Batches

The Chargeback and Batches pages in Console have been refreshed with our new design system: cleaner layout, better readability. Continues the ongoing Console redesign (Customer, Account, Payment Plan, Transaction, and now Chargeback & Batches pages all shipped).

No action needed.

📊 Other updates

• Email Events now distinguishes unsubscribe scope: Transactional, Campaigns, or Both. Visible in your Email Events report.

💳 Default Payment Method per Checkout Type

Reduce card processing costs by steering consumers toward ACH on the checkouts where it makes sense. You can now choose which payment method (Card or Bank) is pre-selected by default per checkout type: Guest, Payment Plan, Partial Payment, Settlement, and Full Payment. Card stays the default unless you configure otherwise, and both methods remain available to consumers either way.

🚀 Reach out to your account manager to configure defaults for your organization.

🔗 Contact Center API

Contact Center ticket data is now accessible through API and webhooks. Sync tickets (account number, customer details, content, replies, status) into your CRM, collection system, or internal tools so your team can manage Tratta tickets from existing workflows.

Webhooks fire on ticket events to keep your system in sync in real time.

🚀 Available now. Check the API docs for more details.

📬 Email Campaigns Updates

• One-click unsubscribes (RFC 8058) added to campaign emails. Keeps deliverability strong with Gmail and other inboxes that enforce bulk sender requirements, while giving consumers a clearer opt-out path.
• Transactional email unsubscribes are now tracked in the Email Events report. See which consumers opted out of transactional emails and sync opt-outs with your system of record to keep lists clean.

📧 Contact Us form: custom request categories

Customize the Request Category dropdown on the Contact Us form. Add, edit, reorder, or remove categories per organization so consumers see options that match how your team triages tickets. Spanish translations are supported alongside English.

⚙️ Manage categories in Console > Settings.

🎨 Console Redesign: Transaction page

The Transaction page in Console has been refreshed with our new design system: cleaner layout and better readability.

We also added Checkout type, Checkout, Source, and Source name fields, so you can quickly identify the origin of any payment processed on Tratta (Portal or Agent side, which checkout was used, or which agent ran it).

More updates on the way.

📲 Abandoned Checkout SMS

Abandoned Checkout Recovery now supports SMS. When a consumer visits the portal but leaves without paying, the system can send a text message to bring them back. Text messages are typically checked faster than email, helping you re-engage consumers before they move on.

Channel modes:

• Email only or SMS only: send through one channel
• Prefer SMS or Prefer Email: try the preferred channel first, fall back to the other if unavailable

SMS is only sent to verified mobile numbers with SMS consent. If a consumer has no phone or no consent, the system falls back to email automatically.

🚀 Contact your account manager to enable SMS for Abandoned Checkout.

📈 Tiered Payment Plans

Flexible payment structures improve recovery rates. Consumers are more likely to commit when plans match their financial reality, whether that means a higher first payment while they have funds available, or lower initial payments that increase over time.

Agents can now create tiered payment plans directly in Console. Instead of equal installments, set different amounts for each payment.

Open the Payment Schedule modal when creating a plan and edit individual amounts. The remaining balance recalculates automatically. Tiered plans are also now available on Settlement Offer checkouts.

🚀 Available in Console for all organizations.

🎨 Console Redesign: Account & Payment Plan Pages

The Account and Payment Plan pages in Console have been updated with our new design system. Same functionality (all features you're used to, plus some minor improvements), cleaner layout, better readability.

This is part of our ongoing effort to modernize Console. Customer page was updated in March, and more pages are coming soon.

Transactions, Future Charges, and Payment Plans now show Checkout Type and Source columns. See clearly where each payment was set up!

💬 Contact Center: Communication Restrictions

Some creditors require limiting contact for specific accounts. You can now restrict agent replies by location or account metadata while still allowing consumers to submit tickets.

🔗 API Updates

• Payment plan type and checkout type - The payment plan endpoint now includes plan_type (standard/autopay/tiered) and checkout_type fields for better plan identification

📊 Reports: Bounce Categorization

Campaign Deliverability and Email Events reports now show Bounce Type (soft vs hard).

More spring updates on the way. Stay tuned! 💫

✍️ Introducing Tratta Sign

We kept hearing the same workflow: upload a document to DocuSign, email the link, wait for the consumer to open it, hope they sign. Half the time the email gets ignored. The signed document never comes back, and the file stalls.

Tratta Sign eliminates that loop. Consumers sign documents directly on the portal, during checkout or on login. No external tools, no email follow-ups, no dropped signatures.

Two Ways to Collect Signatures:

• On checkout: Consumer signs before completing a payment (payment plan agreements, stipulations, settlements)
• On login: Consumer sees a banner prompting them to sign (standalone documents, consent forms)

How It Works:

1. Upload a .docx template with placeholders in Console (Settings > Document Templates)
2. Map placeholders to account, customer, or payment data
3. Set targeting rules to show the document to the right accounts
4. Consumer signs on the portal.

Key Features:

• Smart targeting with metadata and account parameters filters.
• Placeholders mapping with account, customer, and checkout data
• Certificate page with signature, timestamp, and audit trail
• Daily SFTP export of signed documents

Interested? Try it out on sandbox and contact your account manager for details.

🔗 API Updates

• Payment Source on all endpoints - Payment source information is now available across all API endpoints for better transaction tracking

📋 Disclosures & Rules

• Links in JSON balance disclosures - You can now include clickable links in balance disclosure rules
• Empty disclosure rows suppressed - Disclosure rows with no data are now automatically hidden instead of rendering blank lines

🛠️ Console Improvements

• Cleaner data display - Internal p_ prefixes have been removed from write-level data across Console

🐞 Bug Fixes & Stability

• Email Events report - Account numbers were missing on transactional email reports. Now included across all email types
• Paywire batch processing - Batches now auto-close correctly when Paywire returns a zero response
• Debt account status - Unarchiving accounts no longer overrides the existing account status

• Other various bug fixes

Questions about any of these updates? Contact us or reach out to your account manager.

🗓️ Introducing Autopay (Open-Ended Payment Plans)

We kept hearing the same problem: a consumer agrees to $200 a month, then goes online and pays $150. Or the balance changes after judgment, and the fixed payment plan no longer covers it. One operations manager told us, "We don't allow those files to make payment plans on the portal, because if judgment gets entered, the balance is going to change."

Autopay solves this. It is a payment plan that runs until the balance reaches zero, scheduling only one payment at a time. No fixed end date, no predefined schedule. If the balance increases (court costs, interest, additional fees), the plan adjusts automatically.

Perfect for post-suit accounts, HOA assessments, or any balance that may change over time.

Key Features:

• Pay until zero: Payments continue until the account balance is fully paid
• One payment at a time: Consumers see only the next upcoming payment
• Autopay-specific disclosures: Add custom disclosures specifically for Autopay plans to inform consumers about potential balance changes
• Same experience: Reminders, payment methods, and break rules work just like regular plans
• Reporting: In Console, Autopay plans are labeled with an "Autopay" badge and tracked in reports with a new "Custom Autopay" checkout type

🚀 Autopay can be enabled globally for your organization or per account using the enable_autopay metadata flag. Contact your account manager to enable it on sandbox and try it out.

📧 Unified Opt-Out for Emails

Several firms told us they needed a single, consistent unsubscribe experience across all Tratta emails. Some of you were already building manual workarounds with links to your own contact pages.

We now support a unified unsubscribe link on both campaign and transactional emails (payment confirmations, reminders, etc.).

When enabled, the opt-out page shows two options: campaign emails and payment notifications, so consumers can choose what to unsubscribe from. This strengthens your compliance posture and protects domain deliverability.

🚀 Contact your account manager to enable this feature.

📬 Contact Center Improvements

Based on early feedback from firms using Contact Center, we shipped two updates that address the biggest operational friction points:

• Auto-assign agents: New tickets can now be automatically assigned to responsible agents based on your settings
• Reopen on reply: When a consumer replies to a resolved ticket, it automatically reopens

🎨 Console Customer Page Redesign

The Customer page in Console has a fresh new look as part of our ongoing design system update. Same functionality, cleaner interface.

🏦 Tratta payments application

New organizations can now complete the full Tratta Payments merchant application directly in Console (Settings > Tratta Payments). No more back-and-forth emails with documents.

Existing clients can also use this to apply for additional Trust Accounts when needed.

📋 Disclosures & Notifications Flexibility

If you operate across multiple states or jurisdictions, you can now show different disclosures, account summaries, and property labels based on location. One configuration handles the variations automatically. No manual switching, no creating near-identical duplicate disclosures for each state.

This was built directly from feedback: one firm told us they turned on the portal and then had to turn it off because the state-specific notices and disclosures were not there.

Transactional email templates also now support account metadata as variables and location-based conditional rows, so your emails can be more personalized without custom development.

Additional Improvements

• Guest checkout toggle: You can now configure the portal to show guest checkout above the login form, for clients with high guest checkout traffic
• Campaign matching for parent-child accounts: Improved account matching so campaigns target the right accounts in parent-child structures
• Settlement offer location matching: Settlement offers now match only active children's locations, ensuring the right offers appear for the right jurisdictions
• Campaign zero-match notification: If a campaign run matches zero accounts, you now get a notification instead of wondering why nothing happened
• Campaign and Contact Center report cleanup: Internal prefixes (p_) are now hidden in all client-facing reports

Have questions about any of these updates? Contact us or reach out to your account manager.

📬 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!