Real-World Example
ABC Collections sends a secure EcoLetter campaign to 500 consumers, has automated reminder emails and texts running in the background, and separately sends CFPB Validation Letters from an account import. After processing, the creditor opens Campaign Tracker to reconcile all three activities on the same page.
The activities remain in separate tables because a campaign is organized by template and group, automated communication is grouped by daily status and channel, and a CFPB action is organized by import file and delivery batch.
Visual Flow
Campaign Results
Campaign Tracker can report delivery and engagement outcomes such as delivered and viewed communications, settlements, payment plans, consumer offers, and disputes. Account processing may prepare communication assets, but Communications owns campaign delivery, tracking, and engagement reporting.
Secure EcoLetter Campaign Tracker
The first table keeps the current campaign tracking experience. It reports the template, group, audience, sent, delivered, viewed, accepted settlement, accepted plan, sent offer, and dispute/no-pay results for each campaign run.
Automated Communication Tracker
The automated table gives the creditor visibility into emails and text messages sent in the background from automated templates. Each row represents one business date, negotiation status, channel, provider account, and template.
Each row reports:
- Date sent and negotiation status.
- Type: Email or SMS.
- Total balances and consumer count captured for that run.
- Sent, delivered, delayed, failed, skipped, and opened counts.
- A grouped failure breakdown, such as invalid recipient, blocked or filtered, opted out or suppressed, unsupported destination, content, reputation, provider configuration, or technical failure.
Opening a row shows the affected consumers and their account number, balance, delivery status, provider code, readable failure reason, retry indicator, skip reason, and delivery timestamps. Creditors can search recipients, filter by delivery or failure details, and export the reconciliation details as CSV.
The counts have distinct meanings:
- Consumer count is the unique audience evaluated for the daily automated run.
- Sent means the email or text provider acknowledged the message as sent.
- Delivered means the destination provider confirmed delivery.
- Delayed means the provider is still retrying a temporary delivery issue.
- Failed means a provider or application error prevented delivery.
- Skipped means the message was not attempted, for example because contact information, permission, verification, or a template was unavailable.
- Opened is email engagement and does not replace the delivery status.
Filters include date range, negotiation status, Email or SMS, provider, delivery status, failure type, failure category, provider code, failure-reason search, and skip reason. A child creditor sees only its assigned sub-account; the root creditor can reconcile all sub-accounts in the company.
Full delivery tracking begins with automated runs created after this capability is enabled. Older activity must not be presented as zero delivered when complete provider events were not recorded.
CFPB Validation Letter Tracker
The second table tracks each CFPB action separately from template campaigns. A row is created only after an authorized creditor starts Download & Print or Send Secure EcoLetters and any required payment succeeds.
Each row reports:
- Import file or batch.
- Total consumers, sent letters, and viewed secure letters.
- Accepted settlement offers, accepted plan offers, sent offers, and dispute/no-pay outcomes after Refresh Results.
Every visible data column is sortable. The compact table keeps all data and the Actions menu in one desktop view without horizontal scrolling.
Large batches update as queue chunks finish. Opening a secure CFPB EcoLetter counts the consumer as viewed once. Download-only batches record generation/download progress but do not claim that an email or SMS was sent.
The action menu allows the creditor to refresh current results or export the tracked consumer details.
How It Should Work
- It should show campaign delivery and activity details.
- It should show campaign tracking and CFPB tracking in clearly titled, separate tables on the same page.
- It should show automated email and SMS runs in their own table below the campaign tracker.
- It should let creditors reconcile the evaluated audience, sent, delivered, failed, delayed, and skipped totals.
- It should expose readable failure and skip details at the consumer level and in exports.
- It should help the creditor review sent, viewed, and consumer outcome counts.
- It should connect tracked activity back to the correct campaign.
- It should connect a CFPB batch to the correct import file and consumer audience.
- It should preserve completed chunk progress if a later chunk fails.
- It should distinguish delivery status from later consumer engagement and resolution outcomes.
How It Should Not Work
- It should not show campaigns from another creditor.
- It should not show CFPB batches belonging to another creditor or sub-account scope.
- It should not mark messages as sent when they were not processed.
- It should not treat a queued application job as provider-confirmed delivery.
- It should not let a later email open event replace the message delivery status.
- It should not show one child creditor another sub-account’s automated communications.
- It should not present incomplete historical provider tracking as zero delivery.
- It should not count a printable download as a sent secure EcoLetter.
- It should preserve reliable batch progress if processing is interrupted.
- It should not attribute consumer activity to the wrong campaign.
Last modified on August 24, 2026
