Debtor Self-Service Portal

The self-service portal gives debtors a secure way to manage their accounts online — view balances, make payment promises, file disputes, update preferences, and opt out — without calling or waiting for a human.

Enabling the Portal

1. Go to Settings > Debtor Portal.
2. Toggle Enable portal on.
3. Configure your branding (logo, primary color, company name displayed to debtors).
4. Choose which sections are available: promises, disputes, opt-out, preferences, download summary, callback requests, AI Chat Assistant.
5. Save.

Once enabled, your organization can send portal access links to debtors through AI calls, strategy steps, or manually.

Configuring Branding and Sections

In the portal settings you can customize:

• Logo — Displayed in the portal header.
• Primary color — Accent color for buttons and links.
• Company name — Shown in the portal header and communications.
• Sections — Toggle individual features on or off depending on what you want debtors to be able to do.

How Debtors Access the Portal

Debtors receive a tokenized link — a unique, one-time URL. Links can be sent via:

• The AI voice agent during a call (the agent offers to send a link)
• A strategy step using the portal_link channel
• Manual send from the admin interface

Each link is valid for a configurable period (default: 72 hours) and can only be used once.

Identity Verification

When a debtor clicks the link, they must verify their identity by entering the last 4 digits of their document or reference number. After successful verification, a secure session is created.

• Session duration: 24 hours
• Inactivity timeout: 30 minutes
• Max verification attempts: 5 per link — after 5 failed attempts, the link is permanently locked

Welcome & Onboarding

After identity verification, first-time portal visitors see a welcome screen where they can confirm or set their preferred contact channel and language before continuing to the dashboard. This step can be skipped.

What Debtors Can Do

Depending on your configuration, debtors can:

• View accounts — See balances, due dates, and a summary of recent interactions.
• Make payment promises — Commit to a payment date and amount.
• File disputes — Submit a dispute with a reason; the account is flagged for review.
• Opt out — Request to stop receiving communications.
• Update preferences — Choose preferred communication channel and contact times.
• Download summary — Get a PDF summary of their account.
• Request callback — Ask for a return call at a preferred time.

TIP

Interaction history shown to debtors includes only the summary, channel, date, and status — never transcripts, recordings, or internal notes.

AI Chat Assistant

The AI Chat Assistant is an AI-powered assistant embedded in the debtor portal. It helps debtors work with their accounts through conversation while they are in an active portal session.

What debtors can do in chat — Depending on your configuration, debtors can use the assistant to review account details, set up payment promises, file disputes, request callbacks, and ask questions about their balance.

Security and compliance — Chat uses the same portal session security as the rest of the portal (tokenized access, identity verification, session and inactivity limits). All messages are logged for audit, and assistant responses are compliance-checked before they are shown to the debtor.

How to enable — Go to Settings > Debtor Portal and enable AI Chat Assistant in the sections checklist, alongside promises, disputes, and other portal features.

Best practices — Monitor chat-related engagement in Portal Management alongside other portal KPIs and activity, and review compliance logs as you would for other regulated debtor communications.

Security and Privacy

• Links are one-time use and expire after the configured period.
• Tokens are cryptographically hashed — even if the database were compromised, raw links cannot be recovered.
• All portal activity is recorded in a dedicated audit log.
• The portal never exposes transcripts, call recordings, internal notes, scoring data, or strategy details.

AI Agent Integration

When the portal is enabled, the AI voice agent can send portal links during a call. For example, when a debtor asks for written details or wants to review their account at their own pace, the agent sends a link via WhatsApp or email and confirms on the call.

Using Portal Links in Strategies

Add portal_link as a channel in your strategy's action sequence. When the execution engine reaches that step, it generates a token and sends the link via the debtor's preferred channel (or the first available one).

This is useful as a follow-up step after an initial call or message, giving debtors a way to take action on their own.

Portal Management Page

The Portal Management page (accessible from the sidebar under Operations) provides a centralized view of portal engagement and performance.

KPIs

• Links Sent — Total portal access links sent in the selected period.
• Conversion Rate — Percentage of links where the debtor verified their identity and accessed the portal.
• Active Sessions — Portal sessions active right now (last activity within 30 minutes).
• Portal Promises — Payment promises created by debtors through the portal, with total promised amount.
• Portal Disputes — Disputes filed through the portal.
• Opt-Outs — Debtors who opted out of communications via the portal.

Activity Feed

A real-time feed of portal events: session starts, promises, disputes, callback requests, and opt-outs. Filter by action type to focus on specific events.

Token Overview

A breakdown of portal access tokens by delivery channel (SMS, WhatsApp, Email) and by source (manual, strategy step, AI agent, system). Shows consumed, pending, and expired token counts.

Portal Activity in Account Detail

When viewing an account, the Portal Activity card in the right sidebar shows:

• Whether the debtor has ever accessed the portal, and when the last access was.
• Total sessions and tokens sent/consumed.
• A list of recent portal actions taken by the debtor.
• A quick action to send a new portal link.

This helps operators understand debtor engagement before deciding on the next outreach step.

Portal in Channel Analytics

Portal appears as a channel in Analytics > Channels, showing interaction counts, response rates, and promises generated through the portal — alongside the other communication channels.

Portal Notifications

When a debtor takes an action in the portal, Fynex creates in-app notifications for your team:

Debtor action	Notification
Payment promise	"Portal promise: {account}" with amount
Dispute filed	"Portal dispute: {account}" — links to the account
Callback requested	"Callback request: {account}" — links to the account
Opt-out	"Portal opt-out: {contact name}"

Notifications appear in the bell icon in the top navigation.

Portal Webhook Events

For integration developers, the following webhook event types are emitted when debtors interact with the portal:

• portal.session_started — Debtor verified identity and started a session.
• portal.promise_created — Debtor created a payment promise (includes amount and promised_date).
• portal.dispute_filed — Debtor filed a dispute (includes reason).
• portal.callback_requested — Debtor requested a callback.
• portal.opt_out — Debtor opted out of communications.

Subscribe to these events in Settings > Integrations > Webhooks. See the Webhooks guide for setup instructions.

Best Practices

• Add portal_link early in strategies — Send portal access after the first call or message so debtors can act on their own schedule.
• Monitor conversion rate — A low link-to-access rate may indicate delivery issues or debtors not recognizing the message. Try different channels.
• Watch for active-but-no-action sessions — Debtors who access the portal but don't act may need a follow-up nudge.
• Respond to portal notifications quickly — When a debtor disputes or requests a callback via the portal, a fast response improves resolution rates.
• Use portal analytics to optimize strategies — Compare portal promise rates against other channels to understand when self-service works best.