Automating Notifications
  • 28 Jul 2020
  • 9 Minutes To Read
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Automating Notifications

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The best way to keep information flowing, both to customers and coworkers, is to create automated notifications which are triggered when certain events happen and additionally, only when a set of conditions are met.

These kinds of transactional notifications can be used in multiple scenarios, such as:

  • Keeping customers informed during longer processes such as tracking a loan from application to disbursement as well be used to issue
  • Reminders if a repayment is coming up or past due
  • Trigger events in other systems using web hooks

Many banks have found that automating such processes leads to a significant reduction in manual work, for example, the time taken to chase up late payments can be greatly reduced by issuing timely payment reminders. However, a good notification strategy is not a one-fits-all model and is instead highly personal.

With Mambu it is easy to opt users in and out of certain notifications as well as use custom fields and conditions to create tailored campaigns such as setting up pro-active payment reminders only for customers with a higher risk profile while loan account holders with lower risk profiles will only be contacted once their account goes into arrears.

Read on for a more in depth look at the features on offer.


Creating Automated Communication Templates

To setup a new communication template:
Depending on the type of communication you want to use/edit go to the respective category in your admin panel, for example, to create an automated E-mail notification:

  • Go to Administration > Email
  • Click Add Notification
  • Enter the template's Name, Target, Trigger, Availability, Event and Action (explained below)
  • Create the message template (see our article on message templates)
  • Save

Email screen - add notification button

Subscription Option

In order to receive Automatic notifications, clients and users must be subscribed to them, so the first step when creating a new notifications is to decide whether recipients are subscribed by default or not. There are two options:

  • Opt In - Each recipient must be manually subscribed to the communication template
  • Opt Out - recipient is subscribed to the communication template by default

The opt-in/out status will apply to all existing clients, groups and users as well as any which are newly created.

Manually Supressing Automated Notifications
One thing to consider is that even when clients are opted in to certain notifications, you have the option of deciding not to send any notifications at all for actions carried out via the UI. This can be helpful, for example, in situations where the customer is in the same physical space as you, as it may not make sense to send an SMS notification for a withdrawal or deposit the customer has seen you make.
This option is not available for transactions made via API and does not have an impact on any automated notifications set up to be sent to other users, such as credit officers.

Target & Recipient

The Target indicates what kind of entity will be monitored in order to trigger the notification.

  • Clients - Notifications will be triggered only by actions relating to individual clients or their accounts
  • Groups  - Notifications will be triggered only by actions relating to groups or their accounts
  • Loan Accounts - For manual templates, to be sent to the client from a loan account
  • Deposit Accounts - For manual templates, to be sent to the client from a loan account
  • Data Access - Webhooks only - Notifications will be triggered based on the current state of the database (read only/read-write)
  • End Of Day Processing - Webhooks only - Notifications will be triggered based on the outcome of EOD actions (see this article for detailed descriptions). Notifications will be fired after the jobs are complete and the database backup has been made.

The Recipient drop down list will contain a number of potential recipients for your notification. If you just want the message to be sent to the client, select Clients.

Notifications (SMS or Email) can be sent to other users as well. This can be useful since some changes in clients' accounts need to be known by other users, therefore a notification can be sent not only to the client but also to the user managing the account, for example, the credit officer. Check out our article on automating internal communication for an in-depth look at this functionality.

If the Target is a Group, automatic emails can not be sent to the group email address. Instead, select a Group Role to receive the notification. Under Recipient, you will be able to select from among all the group roles defined in Administration > General Settings > Group Roles. Only members of the group with this role will have the notification sent to them.

On Event

This field defines the trigger for the notification. The available events will depend on the Target and Recipient you have selected for this message.

Event Description
Account in Arrears An account has changed its status to In Arrears (affected by arrears tolerance period).
Accounts Updated Accounts have been updated following End of Day processing (Webhooks only).
Change Interest Rate The interest rate for a loan or deposit account has changed.
Client Activity Any client activity.
Client Approved A client's status has been changed to approved.
Client Created A new client has been created.
Client Rejected A client's status has been changed to rejected.
Credit Arrangement Account Added An account is added to a credit arrangement.
Credit Arrangement Account Removed An account is removed from a credit arrangement.
Credit Arrangement Approved A credit arrangement is approved.
Credit Arrangement Closed A credit arrangement is closed.
Credit Arrangement Created A credit arrangement is created.
Credit Arrangement Deleted A credit arrangement is deleted.
Credit Arrangement Rejected A credit arrangement is rejected.
Credit Arrangement Withdrawn A credit arrangement is withdrawn.
Data Access State Changed Database access has changed between read/write and read-only states, for example during maintenence (Webhooks only).
Deposit A payment is made into a deposit or savings account.
Deposit (Adjustment) A deposit transaction has been reversed or adjusted on a savings account.
Deposit Account Activated A deposit account has been activated.
Deposit Account Activity A non-transactional change has been made on the deposit account (Webhooks only).
Deposit Account Approval A deposit account has been set to approved status.
Deposit Account Closure A deposit account in Active or Matured state has been closed.
Deposit Account Created A deposit account has been created.
Deposit Account Rejection A deposit account has been rejected in the approval process.
Deposit A deposit transaction has been logged in a deposit account.
Group Activity Any group activity.
Loan Account Activity A detail change (a non-transactional change) was performed on the account. Every time any detail on the account is changed a notification will be sent if this Event is selected. If conditions are set to the notification (ie. when) then anytime a change is made on the account the notification is sent only if it meets the specified conditions.
Loan Account Approval A loan account has been set to approved status.
Loan Account Closed (Repaid) A loan account has been set to closed status after being fully paid (i.e. closed with all obligations met, zero balance).
Loan Account Created A loan account has been created.
Loan Account Refinanced A loan account has been refinanced into a new account.
Loan Account Rejection A loan account is marked as rejected in the loan application process.
Loan Account Rescheduled A loan account has been rescheduled into a new account.
Loan Anticipated Disbursement Allows to specify how many days before anticipated disbursement the notification should be sent.
Loan Disbursement A disbursement transaction has been posted on a loan account.
Loan Disbursement (Adjustment) A loan disbursement transaction has been adjusted or reversed.
Loan Repayment A repayment transaction has been posted on the loan account.
Loan Repayment (Adjustment) A repayment transaction is reversed or adjusted on the loan account.
Loan Write Off A loan is set to closed status with a write-off transaction.
Portal Activated The Customer Portal has been activated for a client.
Portal Password Reset A Customer Portal password reset has been requested.
Unpaid Repayment Due The loan account has a repayment due in "x" calendar days. You can define a reminder to be sent prior to due date.
Withdrawal A withdrawal transaction has been posted on a deposit account.
Withdrawal (Adjustment) A withdrawal transaction on a deposit account has been adjusted or reversed.

Conditions

SMS, Email and Webhook notifications can be sent if a set of conditions are met by the client or the account for which the notification is sent.

When defining a notification template, you can select the constraints that need to be met so the notification is sent. Then, when sending a notification, if the client or account details match the template constraints, the message will be sent whenever the trigger event happens.

SMS, Email and Webhook Conditions area. In this section Target, Recipient and conditions can be defined

Based on the selected event (Client, Loan Account, Deposit Account or Transaction action), a specific set of filters will be displayed on the interface.

This feature allows you to have separate templates for each branch, centre, product, user, custom fields and any other filter constraint available in custom views.

Example
You can create a notification for Repayment Entered, but if you want that notification to be sent only for a specific product, you can add a Product constraint.

Notifications that are linked to specific Products are visible on the Product profile, under the Communications tab. This tab displays all the templates that relate to the selected product and allow you to easily create another template for it.

Communication area from Loan Product section.


Send out time

At Mambu we respect certain criteria for sending out notifications, with the end customer in mind, as to ensure a pleasant experience.

Working hours (9 to 6)

Emails and SMS notifications are dispatched only between 09:00 and 18:00 (correlated to the timezone set on your Mambu instance) so as to avoid sending out a repayment notification to your customer in the middle of the night.
Even though some notifications are created automatically during mid-night processing, such as repayment reminders, these are sent out only during working hours. As such, it may be the case that a customer will make his repayment around 08:00 AM and then still be notified about the ucpoming payment. For such cases it is good practice to include a timestamp in your message templates as well as indicate to clients that they may safely ignore the notification should they have made any transactions after the time at which it was generated.

24/7

Webhook notifications are dispatched as soon as these are created. As these are used for system to system communication and there are no restrictions as per the sending time.


Deactivating and reactivating a notifications

Notification templates can be deactivated and reactivated at any time. When a notification is deactivated it will stop being sent to any clients.

  • To deactivate a notification, go to Administration > Communications > Templates > Actions > Deactivate.

  • To reactivate a notification just follow the same process as described above and click Reactivate.

Status

When a template is Active it's available and can be used. If the template is Inactive it means that it is currently disabled and that it can't be used to send notifications.

State

If a template is In Use it means that at least one notification has been sent using that template, whereas if it's Not In Use the template hasn't been used for any notifications yet.


Ask the Mambu Community

If you have a question about how anything works or have come across something you haven't seen explained here, get in touch with our community of fellow users and Mambuvians where someone will lend a hand.

Ask a question about Notifications in Mambu

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