Communications

An interaction is the durable operational record of attempted or completed communication. A provider event is evidence about transport. A task is work. A message body is content. Keeping them separate avoids treating “provider accepted” as “customer received” or “agent completed task” as “matter resolved.”

Channel model

Channel	Typical directions	Channel-specific evidence
Voice	inbound, outbound human, outbound AI-assisted	Dial attempts, connection, participants, recording consent, disposition.
SMS	inbound, outbound	Provider delivery, opt-out keyword, thread, segment count.
Email	inbound, outbound	Thread, message ID, bounce, attachments, delivery.
Secure message	inbound, outbound	Authenticated recipient, portal delivery, read state.
Chat	inbound customer session	Session identity, transcript, transfer, closure.
Mail	outbound, returned	Template/artifact hash, address version, handoff, return evidence.

All channels share case, customer, direction, purpose, participants, identity/authority state, sensitivity, compliance decision, content version, status, outcome, and evidence links.

Provider boundary

LendEasy interaction
  ├─ owns purpose, eligibility, content, case, and outcome
  └─ submits provider request with one correlation ID
          ↓
     provider events
       accepted → delivered / connected / bounced / failed
          ↓
     normalized timeline + reconciliation

Changing a provider does not change public interaction IDs, cases, policy, outcomes, or evidence semantics. Raw provider callbacks are private integration endpoints; customers use the normalized /v1/servicing/interactions API and webhooks.

Outbound execution

POST /v1/servicing/interactions creates or schedules one contact intent. Before invoking a provider, LendEasy re-evaluates destination, purpose, consent, local time, frequency, restrictions, debt and case state, identity/authority needs, and content policy.

{
  "caseId": "case_HBR_COL_51",
  "direction": "outbound",
  "channel": "voice",
  "purpose": "collections",
  "contactPointId": "cp_MAYA_MOBILE_1",
  "content": { "scriptVersion": "collections-opening-v5" }
}

The same idempotency key can safely recover from a timeout. A new key represents a new intended attempt and may affect contact history.

Inbound signal preservation

Inbound content can contain several signals at once: a payment question, opt-out, dispute, bankruptcy mention, and attorney representation. Classification preserves every detected signal and creates or links the right matters; it does not let the apparent primary topic erase higher-risk obligations.

Content and sensitive disclosure

Templates are versioned and variables resolve from permitted facts at render time. Identity verification and authority determine which content may be disclosed. Attachments use the document boundary; raw payment credentials and restricted identifiers never enter message templates or AI context.

Outcomes

Operational outcomes are typed: blocked before send, attempted, connected, verified party reached, wrong party, delivered, bounced, opt-out, promise discussed, payment journey started, transferred, or failed. Free-text notes can add context but cannot replace the typed outcome.

See Interactions & channels for lifecycle detail and Execution-time checks for the send/dial gate.