Our organization currently utilizes the system’s Communication Preferences functionality to manage automated notifications related to customer delinquencies. At present, the system defaults all delinquency-related notifications to a single, unified communication preference setting, which is robocall. This creates challenges when we attempt to tailor communications based on the stage or severity of the delinquency.

Current Process: We run penalties and send out corresponding penalty notices.
Separately, we process shutoff actions for accounts that have escalated beyond the penalty phase.
The system’s default robocall configuration applies uniformly to all delinquency stages, without allowing differentiation between penalty communications and shutoff communications.

Business Need:: When processing shutoffs, our preference is to notify only those customers who have opted to receive electronic billing (e‑bills) and not all customers who are configured for robocall notifications. However, because communication preferences are not currently segmented by delinquency type, the system does not provide a way to send targeted shutoff notifications without affecting penalty communications or vice versa.

Requested Enhancement: We request the addition of separate, configurable communication preferences for different types of delinquency events, specifically:
Penalty Notification Preference (e.g., email, robocall, SMS, etc.)
Shutoff Notification Preference (independent from penalty preferences)