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Pega Collections Interaction smart shape

Updated on September 10, 2021

Collections Interaction is a multi-purpose smart shape that is used in the context of Collections for capturing interactions in the Customer Service for Financial Services application. Specifically, the Collections Interaction shape enables users to update the interaction history details for a Collections case to include payment reminders in the form of treatments and channel details. For example, if a customer does not pay their outstanding balance, a case worker can check Recent interactions and trace the contact history with the client before they decide on a further action.

In other words, the Collections Interaction shape enables users to update interaction history details of a Collections case to include payment reminders in form of treatments and channel details.

The Collections Interaction smart shape


Note: This shape does not actually send any correspondence. The shape only captures the fact that an interaction has occurred.
Email and SMS messages are sent by using the Send Treatment shape.
Outbound calls and letters are usually sent by using Customer Service for Financial Services.

These Pega-provided options can be modified or extended by your implementation team.

When the Collections Interaction smart shape is invoked within an offer, it creates the appropriate interaction work object in Pega Customer Service for Financial Services and updates it with the details of the correspondence that is sent from Pega Marketing for Financial Services.

Note: The Update Status and Hand-off shapes are out of scope of this article. For details, see the Pega Marketing User Guide 8.1.

Adding the Collection Interactions smart shape to an offer flow

  1. In Pega Marketing Studio, open the Offer Workflow for your current offer.
  2. In the Offer Flow editor, click Flow Shapes.
  3. From the context menu, click Smart Shapes > Create Collections Interaction.
  • Previous topic Building offers for Pega Collections contact treatments
  • Next topic Configuring the Call Collection Interaction channel option

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