Customer Management: What automated messages do my customers receive?

Overview of Automated Messages on Happy Mango

Automated messages are pre-scheduled, system-generated communications sent to customers based on specific triggers, such as customer submitting an application, loan officer sending the decision on an application, or system receiving a payment failed notice. These messages are sent in the form of emails, SMS text message, or app notifications on Happy Mango. Most of the messages sent to individual and small business users are personalized with the user's first name and include specific reference to the application or financial product.  The messages are translated into the language that the customer has chosen as the preferred language on their Happy Mango portal.

The primary purposes of automated messages include confirmation, notification, or prompting an action. Additionally, automated messages help maintain engagement, build trust, and personalize the customer experience, ultimately improving satisfaction and fostering long-term loyalty.

Key Automated Messages on Happy Mango

Happy Mango sends thousands of automated messages each day.  The type of messages change over time based on our customer and client's needs. 

The following table includes select automated messages currently sent to the individual and small business users.  

Process	Trigger	Purpose	Email	SMS Text	App Notification
Application Progress	Application has been submitted	Confirmation	x
Application Progress	There is an unfinished application pending completion	Call to Action	x	x
Application Progress	Referral verification has been completed	Notification	x
Application Progress	Referral verification has been rejected	Notification	x
Application Progress	Application has been declined	Notification	x	x
Application Progress	A counter offer has been accepted	Confirmation	x
Application Progress	A pre-approval offer has been accepted	Confirmation	x
Application Progress	Application has been approved	Call to Action	x	x	x
Application Progress	Loan offer will expire in three days	Call to Action	x	x
Application Progress	Online closing has been completed and loan contract has been signed	Confirmation	x
Loan Management	A new loan has been funded	Notification	x
Loan Management	An existing loan has been charged off	Notification	x
Loan Management	An existing loan has been paid off	Notification	x
Loan Management	Loan terms have been modified	Notification	x
ACH Payment Account	ACH payment account has been added	Notification	x
ACH Payment Account	ACH payment account has been removed	Call to Action	x
ACH Payment Account	ACH payment account has been suspended	Call to Action	x
ACH Payment Account	Micro deposits for verification have been initiated	Notification	x
ACH Payment Account	Micro deposits for verification have cleared	Call to Action	x
ACH Payment Account	Micro deposits for verification have failed	Call to Action	x
ACH Payment Account	Payment account has been suspended	Call to Action	x
ACH Payment Processing	Loan payment will be due in two days	Notification	x		x
ACH Payment Processing	ACH payment transfer initiated	Notification	x
ACH Payment Processing	ACH payment transfer completed	Notification	x
ACH Payment Processing	ACH payment transfer failed	Call to Action	x		x
ACH Payment Processing	Account balance is insufficient for making the payment due	Call to Action	x		x

 

How to View Automated Messages

An institutional user can review all the automated SMS text and email messages sent to their customers in the last 7 days by selecting "System Messages" from the top right drop-down menu.  This page presents the content of the messages, date and time they were sent, as well as their delivery status.