Communication
Multi-channel communication capabilities across all VCPMS portals — secure messaging, automated notifications, deadline reminders, and optional Outlook integration.
Features • 2026Table of Contents
1. Communication Overview
VCPMS provides a comprehensive, multi-channel communication platform that keeps all stakeholders informed throughout the claims process. From secure two-way messaging to automated notifications and batch correspondence, the system ensures timely, professional communication while maintaining complete audit trails.
Secure Messaging
Two-way encrypted messaging between staff and external users via SecMail / vPostalBox. All messages linked to claims with full audit trail.
Multi-Channel Delivery
Reach stakeholders through email (SMTP or Graph API), in-portal alerts, SMS, or printed letters. Configurable per user preference.
Automated Triggers
Configurable notification rules fire at state transitions, deadline approaches, and business events. No manual intervention needed.
Optional Outlook
Extend communication with Microsoft Outlook integration — calendar sync, actionable emails, and reply tracking. Entirely optional.
2. SecMail / vPostalBox
SecMail (also known as vPostalBox, or Virtual Postal Box) is VCPMS's built-in secure messaging system that enables two-way communication between program staff and external users — including victims, advocates, service providers, and law enforcement. All messages are encrypted, tracked, and retained within the VCPMS platform.
Threaded Conversations
Messages are organized into threaded conversations linked to specific claims. Staff and external users can reply in context, maintaining a clear communication history.
Template-Based Correspondence
Pre-built letter templates for approvals, denials, requests for information, and restitution notices. Templates support merge fields for automatic population of claim data.
Batch Correspondence
Generate batches of letters after board meetings, mass mailings for program updates, or bulk notifications. District-customizable letterhead and signature images.
Delivery Tracking
Full state machine for each message: Draft → Sent → Opened → Archived. Expiration reminders ensure follow-up on unread messages.
SecMail Across Portals
| Portal | SecMail Capability |
|---|---|
| VCPOffice | Full access — compose, reply, templates, batch send, manage all conversations |
| VCPOnline | Victims view and reply to messages from staff via their vPostalBox inbox |
| VCPProvider | Service providers view and reply to messages related to their claims |
| VCPAdvocate | Advocates view messages for their assigned victims' claims |
| VCPAgency | Law enforcement receives and responds to restitution-related correspondence |
3. Automated Notifications
VCPMS includes a powerful, configurable notification engine that automatically sends alerts when business events occur. Notifications are triggered by state transitions, entity changes, and time-based conditions.
State Transition Triggers
Configurable notification rules fire at each workflow state change — claim submitted, under review, approved, payment issued. Each rule specifies who gets notified and through which channel.
Per-Role Configuration
Notification rules support per-UserCategory settings (VBO staff, victims, advocates, providers). Each role receives relevant information through their preferred channel.
Multi-Channel Delivery
Notifications are delivered via email (SMTP or Graph API), in-portal alerts (ABP notification system), and real-time push (SignalR). Users control their preferences.
Background Processing
Notifications are processed asynchronously via Hangfire background jobs. This ensures the user interface remains responsive while notifications are dispatched reliably.
4. Deadline Reminders
VCPMS provides time-based workflow triggers that send automatic reminders for approaching deadlines, overdue items, and pending actions. All reminders work entirely within VCPMS — Outlook is not required.
Time Trigger Processor
Runs every 5 minutes via Hangfire, evaluating date-based conditions on work items. Triggers actions such as sending notifications, changing states, or escalating overdue items.
SecMail Expiration Reminders
Automatic reminders sent when secure messages approach their expiration date. Configurable reminder periods ensure recipients have time to respond.
Configurable Per Program
Reminder rules are configured through WorkItem Manager settings per tenant. Programs can customize reminder intervals, escalation paths, and notification channels.
Staff Dashboard
Upcoming deadlines and overdue items are surfaced on the VBO staff dashboard. Sortable by urgency with drill-down to the relevant work item.
5. Outlook Integration
VCPMS optionally integrates with Microsoft Outlook via the Microsoft Graph API to extend communication and scheduling capabilities. Outlook is a convenience layer — all functionality works fully without it.
Graph API Email Delivery
When enabled, notification emails are sent via Microsoft Graph API instead of SMTP. This provides improved delivery reliability, rich HTML support, and delivery tracking through the agency's Microsoft 365 infrastructure.
Shared Mailbox Sending
In Organization mode, emails are sent from the agency's shared mailbox (e.g., notifications@agency.gov). Recipients see a professional, branded sender address.
Personal Mailbox Sending
In Personal mode, emails are sent from the user's own mailbox. Advocates and providers communicate from their own address, building trust with recipients.
Automatic SMTP Fallback
If Graph API fails for any reason, the system automatically falls back to SMTP delivery. No emails are lost — the fallback is transparent to both sender and recipient.
Delivery Tracking
Graph API provides delivery status information that enriches SecMail tracking. Message IDs enable correlation with replies and conversation threading.
Calendar Sync
Hearing dates, deadlines, and important milestones are optionally pushed to staff Outlook calendars as one-way events. VCPMS remains the source of truth — changes in Outlook do not sync back.
One-Way Push
VCPMS pushes events to Outlook calendars. Events are created, updated, and removed automatically as dates change in VCPMS. Staff cannot create VCPMS items from Outlook.
Deep Links
Each calendar event includes a direct link back to the relevant work item in VCPMS. Staff can click from the calendar event to navigate directly to the claim or task.
Multi-User Events
The same hearing date can be pushed to multiple users' calendars — the assigned staff member, the advocate, and the supervisor. Each receives an event in their own calendar.
Automatic Cleanup
When a work item is completed, withdrawn, or its date is removed, the corresponding Outlook calendar event is automatically deleted from all synced calendars.
Calendar Event Types
| VCPMS Event | VBO Staff Calendar | Advocate Calendar | Provider Calendar |
|---|---|---|---|
| VC Claim hearing date | "Hearing: VC-2026-0089" | "Hearing: VC-2026-0089 (your client)" | N/A |
| Award review deadline | "Award Review Due" | "Award Review: your client" | N/A |
| FR Claim response deadline | "Response Due: FR-2026-0142" | N/A | "Response Due: FR-2026-0142" |
| Payment expected date | "Payment Due" | N/A | "Expected Payment: FR-2026-0142" |
Actionable Messages (Adaptive Cards)
Notification emails can embed Approve/Reject buttons directly in Outlook via Adaptive Cards. Staff can take workflow actions without leaving their inbox — the same actions remain available in the VBO web interface.
Inline Workflow Actions
Approve, reject, request more info, or reassign — directly from the email notification. Actions call the same backend methods as the VBO UI buttons. No new business logic.
Secure Callbacks
Action callbacks are validated against Microsoft's OpenID metadata. JWT tokens ensure only authorized users can perform actions. Same ABP permission checks as the web UI.
Graceful Degradation
If Adaptive Cards don't render (non-Outlook client, organization blocks them), the email body still contains all information plus a deep link to VCPMS. No functionality is lost.
Updated Card on Action
After taking an action, the Adaptive Card updates to show the result (e.g., "Approved by Jane Smith on 3/12/2026"). Prevents duplicate actions and provides confirmation.
Reply Tracking
When email is sent via Graph API, replies from recipients are correlated back to the original SecMail conversation using Graph conversation IDs. This creates a complete communication record on the work item.
Conversation Correlation
Graph stores a conversationId on each sent message. When a reply arrives, VCPMS matches it back to the original SecMail and logs the reply as activity on the parent work item.
Activity Logging
Replies are logged as DomainEntityActivity entries, visible in the work item's activity timeline. Staff see the full conversation history without leaving VCPMS.
Integration Modes
VCPMS supports two modes of Outlook integration to serve different user types:
| Mode | Users | Authentication | Configuration |
|---|---|---|---|
| Organization Mode | VBO staff | App-only (certificate) | Admin configures once per tenant via Administration → Outlook Integration |
| Personal Mode | VBO staff, Advocates (ADV), Service Providers (SPA) | OAuth user consent | Each user connects via "Connect Outlook" button in their profile |
Organization Mode uses app-only authentication with a certificate. The tenant admin configures the Entra ID tenant ID, client ID, certificate thumbprint, and shared mailbox address. System notifications are sent from the shared mailbox. Calendar events can be pushed to any staff member's calendar.
Personal Mode uses OAuth delegated authentication. Each user individually authorizes VCPMS to access their Microsoft 365 account. Emails are sent from the user's own mailbox, and calendar events appear in their personal calendar. Users can disconnect at any time.
Configuration
Outlook integration is configured in two places:
1. Feature Flag
The host administrator must enable the App.Extensions.OutlookIntegration feature flag for the tenant. This controls whether the admin page and "Connect Outlook" button are visible.
2. Admin Configuration Page
Navigate to Administration → Outlook Integration in VBO. Configure Entra ID settings, enable Graph API email, and toggle optional features (Calendar Sync, Actionable Messages).
For detailed setup instructions, see the Admin Guide → Outlook Integration Configuration.
What Works Without Outlook
| Capability | Without Outlook | With Outlook |
|---|---|---|
| Email notifications | Sent via SMTP (MailKit) | Sent via Graph API (SMTP fallback) |
| In-app notifications | ABP notification system + SignalR | Same (unchanged) |
| Workflow actions | VBO/ADV/SPA web UI buttons | Same + Adaptive Card buttons in Outlook |
| Deadlines & reminders | Dashboard widget + email reminders | Same + Outlook calendar events |
| Secure messaging | SecMail / vPostalBox (fully functional) | Same + Graph message ID for reply tracking |
| Correspondence | Templates, batch letters, printed mail | Same (unchanged) |
Related Documentation
Platform Overview: Communication
High-level overview of VCPMS communication capabilities in the Platform Overview document.
Admin Guide
Step-by-step setup instructions for Outlook Integration, including Entra ID configuration and Personal Mode setup.
Security
Security architecture including encrypted token storage, OAuth flows, and certificate-based authentication.