Skip to main content
Command’s Communication Hub brings every borrower interaction into a single, unified workspace. Whether you’re sending a quick WhatsApp reminder, a formal email notice, a time-sensitive SMS, or making a live voice call — everything flows through one platform with full visibility for your team. No more switching between apps, losing context, or wondering which channel was used last. Every message, every call, every thread — tracked and accessible in one place.

​
How It Works

The Communication Hub sits at the center of your collection workflow, routing messages between your agents and borrowers across all supported channels.
All inbound messages and calls from borrowers are automatically routed to the assigned agent’s unified inbox — no matter which channel they use to respond.

​
Available Channels

WhatsApp

Real-time two-way messaging with read receipts, media sharing, and template support. The most-used channel for borrower engagement.

Email

Formal communications with rich formatting, attachments, and automatic threading. Perfect for payment notices and documentation.

SMS

Quick, high-deliverability text messages for urgent reminders and time-sensitive alerts. AI-powered message generation available.

Voice

Browser-based WebRTC calling for live conversations. No hardware needed — make and receive calls directly from Command.

​
Channel Selection Guide

Choosing the right channel can significantly impact response rates and borrower satisfaction. Use this guide to pick the best option for each situation.
ChannelBest ForSpeedFormalityCostResponse Rate
WhatsAppPayment reminders, quick updatesInstantInformalLowHigh
EmailFormal notices, documentationMinutesFormalVery LowMedium
SMSUrgent alerts, OTPs, short nudgesInstantBriefMediumHigh
VoiceNegotiations, complex discussionsReal-timeVariableHigherVery High
Start with WhatsApp for most collection workflows. It has the highest open rate (over 90%) and supports rich media like images and documents. Escalate to voice calls for unresponsive borrowers or complex negotiations.

​
Key Features

Every message sent or received is instantly synced across the platform. If a borrower replies to an SMS, the agent sees it in the same unified inbox alongside WhatsApp chats, emails, and call logs. No context is ever lost.
Pre-approved message templates for WhatsApp, Email, and SMS ensure compliance and consistency. Templates support dynamic variables like borrower name, outstanding balance, due date, and payment links — so agents can personalize messages in seconds.
Command’s AI engine can generate message drafts based on the borrower’s account context, communication history, and optimal timing. Available for SMS and WhatsApp, AI suggestions help agents craft effective messages faster.
Track the full lifecycle of every message — sent, delivered, read, and failed. WhatsApp provides real-time read receipts, Email offers open tracking, and SMS confirms delivery status. Never wonder if your message was received.
One inbox for everything. WhatsApp conversations, email threads, SMS exchanges, and voice call logs — all organized by borrower and accessible from a single screen. Filter by channel, status, or agent to find exactly what you need.

​
How Channels Work Together

The real power of the Communication Hub is multi-channel orchestration. Here’s a typical collection workflow that escalates across channels over time:
This multi-channel escalation approach typically achieves 35–50% higher contact rates compared to single-channel strategies. Command tracks which channels each borrower is most responsive to, helping agents prioritize effectively.

​
Channel Availability by Plan

Not sure which channels are included in your plan? Here’s a quick breakdown:

Standard Plan

  • WhatsApp messaging
  • Email (send & receive)
  • SMS (send only)
  • Basic templates

Professional Plan

  • Everything in Standard
  • Voice Dialer (WebRTC)
  • AI-powered suggestions
  • Advanced templates & automation
  • Priority delivery

​
WhatsApp Messaging

WhatsApp is the most effective channel for borrower engagement, with open rates exceeding 90%. Command integrates directly with the WhatsApp Business API to provide real-time, two-way messaging.

​
Starting a Conversation

1

Open the borrower's profile

Navigate to the borrower you want to contact. You can find them via the Borrower Management module, the global search bar, or directly from a case.
2

Click the WhatsApp icon

In the borrower’s profile, click the WhatsApp icon (green chat bubble) in the communication bar. This opens the WhatsApp chat panel.
3

Select a template or compose a message

For your first message in a conversation, you must use an approved WhatsApp template. Select a template from the dropdown, review the auto-filled variables, and customize if needed. For ongoing conversations (within the 24-hour window), you can type freely.
4

Review and send

Double-check the message content and recipient number. Click Send to deliver the message. You’ll see the message appear in the chat panel immediately.
24-Hour Window Rule: After a borrower responds, you have a 24-hour window to send free-form messages. Once the window expires, you’ll need to use an approved template to restart the conversation. Plan your follow-ups accordingly!

​
WhatsApp Features

Rich Media

Send images, PDFs, documents, and payment links directly in chat. Great for sharing account statements or payment receipts.

Quick Replies

Use pre-configured quick replies for common responses like “Thank you”, “Payment received”, or “Let me check your account.”

Template Library

Access approved message templates with dynamic variables. Templates are pre-approved by WhatsApp to ensure deliverability.

Conversation History

Full chat history is preserved and linked to the borrower’s profile. Every agent on the team can see past conversations.

​
Message Status Indicators

Keep track of your message delivery with these status indicators:
IconStatusMeaning
🕐PendingMessage is queued and will be sent shortly
✓SentMessage has left the Command servers
✓✓DeliveredMessage has reached the borrower’s device
✓✓ (blue)ReadBorrower has opened and read the message
⚠️FailedMessage could not be delivered — check the number and try again
Messages sync in real-time. When a borrower reads your message or sends a reply, you’ll see the update instantly — no need to refresh.

​
Email

Email is your go-to channel for formal communications — payment notices, settlement offers, account statements, and compliance documentation. Command provides full send-and-receive email capabilities with threading and tracking.

​
Sending an Email

1

Open the borrower's profile

Navigate to the borrower’s profile or open an existing email ticket.
2

Click the Email icon or 'Compose'

Click the Email icon in the communication bar, or use the Compose button in the Email Tickets module. The email editor will open.
3

Fill in the recipient and subject

The borrower’s email address is auto-populated from their profile. Enter a clear, descriptive subject line. You can add CC/BCC recipients if needed.
4

Compose your message

Write your email using the rich text editor, or select a template to start with. The editor supports formatting, links, and inline images.
5

Attach files (optional)

Click the Attach button to add files. Supported formats include PDF, DOCX, XLSX, PNG, JPG, and more (max 25 MB per attachment).
6

Review and send

Preview your email, verify the recipient, and click Send. The email is dispatched and logged to the borrower’s timeline automatically.

​
Email Templates

Templates save time and ensure consistency. Here’s an example of a payment reminder template with dynamic variables: 
Subject: Payment Reminder — Account #{{account_number}}

Dear {{borrower_name}},

This is a friendly reminder that your payment of {{account_balance}} is due
on {{due_date}}.

To make a payment, please use the following secure link:
{{payment_link}}

If you have already made this payment, please disregard this notice.

For questions or to discuss payment arrangements, please reply to this email
or call us at {{support_phone}}.

Best regards,
{{agent_name}}
{{company_name}}
Variables wrapped in {{ }} are automatically replaced with real data when the email is sent. You can create custom templates in Settings → Email Templates.

​
Email Tracking

IndicatorMeaning
✓ SentEmail has been dispatched from Command
📬 DeliveredEmail reached the recipient’s mail server
👁️ OpenedRecipient opened the email (pixel tracking)
🔗 ClickedRecipient clicked a link in the email
↩️ BouncedEmail could not be delivered — invalid address or full inbox

​
SMS

SMS delivers short, high-impact messages directly to borrowers’ phones. With near-instant delivery and high open rates, SMS is ideal for urgent reminders, payment confirmations, and time-sensitive alerts.

​
Sending an SMS

1

Open the borrower's profile

Navigate to the borrower you want to message.
2

Click the SMS icon

Click the SMS icon (chat bubble) in the communication bar. The SMS compose panel opens.
3

Compose your message

Type your message (max 160 characters for a single SMS segment). You can also select a template or use the AI Generate button to create a context-aware message.
4

Review and send

Verify the phone number and message content. Click Send. The SMS is dispatched immediately.

​
AI-Generated SMS

Command can generate smart SMS messages based on the borrower’s account context:
1

Click 'AI Generate'

In the SMS compose panel, click the AI Generate button.
2

Review the suggestion

The AI analyzes the borrower’s outstanding balance, payment history, and communication history to craft an appropriate message. Review the generated text.
3

Edit if needed

Modify the AI-generated message to add a personal touch or adjust the tone. Then send as usual.
AI-generated messages are suggestions — they are never sent automatically. You always have the final say before any message goes out.

​
Bulk SMS

For large-scale campaigns like payment reminders across a portfolio, use the Bulk SMS feature.
Compliance Notice: Bulk SMS must comply with local telecommunications regulations (e.g., UAE TRA, US TCPA, India TRAI). Ensure you have proper consent before sending bulk messages. Consult your compliance team before launching any bulk campaign.
1

Navigate to Bulk SMS

Go to Communication → Bulk SMS from the main navigation menu.
2

Select your audience

Use filters to define your target group — by overdue days, balance range, assigned agent, or custom segments.
3

Choose a template

Select an approved SMS template. Dynamic variables will be populated per borrower.
4

Schedule or send immediately

Choose to send now or schedule for a specific date and time. Consider optimal sending windows (typically 10 AM–6 PM local time).
5

Confirm and launch

Review the audience count, message preview, and estimated cost. Click Launch Campaign.

​
Voice Calling

The Voice Dialer lets agents make and receive calls directly from their browser using WebRTC — no phone, no SIP device, no extra software required.

​
Making a Call

1

Ensure your status is 'Available'

Check the status indicator in the top navigation bar. Toggle to Available if you’re not already. You must be available to make or receive calls.
2

Open the dialer

Click the Phone icon in the communication bar or the floating dialer button. The dialer panel appears.
3

Enter the number or search

Type a phone number directly (with country code) or search for a borrower by name, account number, or phone number.
4

Click 'Call'

Hit the Call button. The call initiates through your browser — make sure your microphone is allowed.
5

Complete the interaction log

After the call ends, you must fill out the interaction log with the call disposition, notes, and any follow-up actions. The dialer will not close until the log is submitted.

​
Call Controls

Mute / Unmute

Toggle your microphone on and off during the call. The borrower will not hear you while muted.

Keypad (DTMF)

Open the dial pad to enter DTMF tones — useful for navigating IVR menus or entering extensions.

Hang Up

End the call. The interaction log form appears automatically after hanging up.

​
Call Features

All calls can be recorded for quality assurance and compliance. Recordings are stored securely and linked to the borrower’s profile. Access recordings from the interaction log or the borrower’s timeline.
Call recording must be enabled by your administrator. Some jurisdictions require two-party consent — ensure compliance with local laws.
For a complete guide on Voice Dialer setup (IP whitelisting, registration, and status management), visit the Voice Dialer documentation.

​
Best Practices

Match the channel to the situation:
  • WhatsApp: First contact, friendly reminders, payment links, media sharing
  • Email: Formal notices, legal communications, detailed payment plans, documentation
  • SMS: Urgent reminders, same-day payment alerts, OTP verification
  • Voice: Negotiations, complex situations, unresponsive borrowers, high-value accounts
When in doubt, start with WhatsApp and escalate from there.
Timing matters for response rates:
  • Best hours: 10 AM – 12 PM and 2 PM – 5 PM (borrower’s local time)
  • Avoid: Early mornings (before 8 AM), late evenings (after 8 PM), weekends, and public holidays
  • SMS urgency: Send urgent SMS between 9 AM – 6 PM only
  • Voice calls: Schedule during business hours; avoid lunch (12 PM – 1 PM)
Command tracks response patterns per borrower — check the analytics tab for individual optimal contact times.
Collection communications should be firm but respectful:
  • Always address the borrower by name
  • Be clear about the purpose of the communication
  • Provide actionable next steps (payment link, phone number, deadline)
  • Avoid threatening or aggressive language
  • Show empathy — many borrowers want to pay but face genuine difficulties
  • End on a positive note with a clear path forward
Every communication is a compliance record:
  • Always log the outcome after voice calls (mandatory in Command)
  • Keep written communications factual and professional
  • Use approved templates for initial outreach
  • Never promise terms you’re not authorized to offer
  • Record consent where required (especially for call recording)
  • Maintain the communication trail — never delete or alter records
A proven escalation approach for overdue accounts:
DayChannelAction
Day 1WhatsAppFriendly payment reminder with payment link
Day 2SMSShort follow-up: “Your payment of X is due today”
Day 3WhatsAppSecond reminder with gentle urgency
Day 5Voice CallPersonal call to discuss payment options
Day 7EmailFormal written notice with payment plan offer
Day 10Voice CallFinal call before escalation
Day 14EmailFormal escalation notice
Adjust this schedule based on the borrower’s responsiveness. If they engage early, shift to a supportive follow-up cadence instead of escalation.

​
Troubleshooting

Possible causes and solutions:
  • 24-hour window expired: Use an approved template to restart the conversation. Free-form messages are only allowed within 24 hours of the borrower’s last reply.
  • Invalid phone number: Verify the borrower’s phone number includes the correct country code (e.g., +971 for UAE, +1 for US).
  • WhatsApp not registered: The borrower’s number may not have an active WhatsApp account. Try SMS or voice instead.
  • Template rejected: If a template fails, it may have been disapproved by WhatsApp. Contact your admin to check template status.
  • Rate limit reached: WhatsApp enforces sending limits. Wait a few minutes and retry.
Possible causes and solutions:
  • Invalid email address: Check for typos in the borrower’s email (common: missing .com, wrong domain).
  • Mailbox full: The recipient’s inbox may be full. Try again later or use another channel.
  • Spam filter: Your email may be caught by the recipient’s spam filter. Ensure you’re using approved templates and avoid spam trigger words.
  • Domain issues: If emails consistently bounce for a domain, check with your admin — the sending domain may need DNS/SPF/DKIM verification.
  • Attachment too large: Keep attachments under 25 MB. Compress large files before sending.
Possible causes and solutions:
  • Invalid phone number: Ensure the number is valid and includes the country code.
  • DND/Do Not Disturb: The borrower may have activated DND for promotional messages. Transactional SMS may still go through.
  • Carrier filtering: Some carriers filter messages with certain keywords. Review your message content.
  • Credit exhausted: Check your SMS credit balance in Settings. Contact your admin to top up.
  • Network issues: Temporary carrier issues can delay delivery. The message may still arrive within a few hours.
Possible causes and solutions:
  • Status not set to Available: Ensure your agent status is toggled to “Available” before calling.
  • Browser permissions: Allow microphone access in your browser when prompted. Check your browser’s site permissions.
  • Network issues: Voice calls require a stable internet connection with low latency. Check your connection or switch to a wired network.
  • IP not whitelisted: Your IP address must be whitelisted before using the dialer. Contact your admin.
  • Invalid number format: Ensure the phone number includes the country code (e.g., +971XXXXXXXXX for UAE).
  • Busy/unreachable: The borrower may be on another call or their phone may be off. Try again later or leave a voicemail if available.