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Revenue Cycle Management (RCM) in Safeclose is a structured outreach system that helps you stay in contact with borrowers when a loan has fallen behind schedule. Rather than tracking follow-ups manually, you configure a campaign — choosing which channels to use, the tone of the messages, and how often to reach out — and Safeclose records every action in a compliance log.
RCM outreach copy generated by Safeclose does not constitute legal advice. Before sending any outbound communications to borrowers, consult your legal team to ensure compliance with applicable laws, including the Telephone Consumer Protection Act (TCPA) and any state or local regulations.

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Before you start

RCM campaigns have one hard prerequisite:
  • The document must have an attached loan record
  • That loan’s status must be set to BEHIND
If the loan status is CURRENT, the campaign option is not available. Update the loan status to BEHIND via the document edit flow or the API before proceeding.

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Start a campaign

1

Open the document

Navigate to Documents and click the document whose loan is behind schedule. The detail view opens, showing the loan information and any existing RCM campaigns.
2

Open the outreach section

Scroll to the Outreach section on the document detail page and click Start campaign.
3

Choose your channels

Select at least one contact channel. You can enable multiple at once:
ChannelWhat it enables
SMSText message outreach to the borrower
EmailEmail outreach to the borrower
CallVoice call outreach to the borrower
At least one channel must be selected. The campaign form will not submit if all three are unchecked.
4

Set tone and cadence

  • Tone — Describe the communication style for outreach messages. Common values: empathetic, firm, neutral. Up to 80 characters.
  • Cadence — Describe how frequently outreach should occur. Common values: weekly, bi-weekly, monthly. Up to 80 characters.
Use empathetic and weekly as defaults for early-stage delinquency. Switch to a firmer tone only after initial attempts have been made.
5

Add notes (optional)

Enter any context your team needs to know about this borrower or campaign — for example, prior communication history or agreed payment arrangements. Notes are stored on the campaign record and visible in the document detail view.
6

Start the campaign

Click Start outreach. Safeclose creates the campaign record, marks it as active, and writes a campaign_started entry to the compliance log.

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Compliance logging

Every campaign action generates a permanent compliance record that cannot be deleted:
EventWhen it is logged
campaign_startedImmediately when you start a campaign
opt_outWhen a borrower opts out of one or all channels
These records appear in your compliance audit trail and cannot be altered or deleted. Each log entry captures the user who performed the action, the document and campaign IDs, the channels involved, and an ISO timestamp.

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Borrower opt-outs

If a borrower asks to stop receiving outreach, you must record an opt-out promptly. Opt-outs can be per-channel or for all channels at once.
1

Open the campaign on the document

Navigate to the document and scroll to the active RCM campaign.
2

Select the opt-out scope

Choose whether to opt the borrower out of a specific channel (sms, email, or call) or from all channels (all).Opting out from all channels sets the campaign to inactive so no further outreach is initiated.
3

Record the opt-out

Add any notes (for example, the borrower’s stated reason or the date of their request) and confirm. Safeclose writes an opt_out compliance log entry immediately.
Opt-outs must be honored promptly under TCPA and similar regulations. Record an opt-out in Safeclose as soon as you receive a borrower’s request, and ensure your outreach integrations respect the inactive campaign status.

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API examples

Use the RCM API to start campaigns and record opt-outs from your own systems. 
curl -X POST https://api.safeclose.com/v1/documents/clxyz123abc/rcm \
  -H "Authorization: Bearer <your-token>" \
  -H "Content-Type: application/json" \
  -d '{
    "sms": true,
    "email": true,
    "call": false,
    "tone": "empathetic",
    "cadence": "weekly",
    "notes": "Borrower indicated temporary hardship; follow up gently."
  }'

curl -X POST https://api.safeclose.com/v1/documents/clxyz123abc/rcm/opt-out \
  -H "Authorization: Bearer <your-token>" \
  -H "Content-Type: application/json" \
  -d '{
    "campaignId": "rcm_abc789",
    "channel": "sms",
    "notes": "Borrower called on 2026-04-27 and requested no further texts."
  }'
The channel field accepts sms, email, call, or all. Setting channel to all deactivates the campaign. For the full request schema and error codes, see the RCM API reference.