Finance · Module
Collections & Credit Control
Credit limits, collection strategies, promises to pay, disputes and write-offs, governed
Collections & Credit Control is a planned add-on that turns receivables into a prioritised, multichannel worklist with credit limits, promises to pay, disputes and payment plans. Supervised collections agents do the outreach inside consent and conduct rules.
From dunning to a collections function
In Year 1, a dunning policy and the Collections Reminder Assistant live inside Billing & Invoicing. The Collections & Credit Control add-on, planned for W3, extends that into a full module for teams that chase receivables every day.
A receivables view per customer shows open invoices, ageing, disputes, promises, last contact and a predicted pay date. Credit limits can be set per customer or group, with utilisation from open receivables and uninvoiced orders and temporary increases that expire. Credit holds block new invoices, orders or subscription renewals when a customer is over limit or overdue beyond policy, with an R3 override approval.
Strategies and worklists
Customers are segmented by value, risk and type, and each segment follows a sequence of steps: reminder, call task, statement, escalation, each with a channel. Collectors work a queue prioritised by amount at risk, payment propensity, promise due and SLA. Outreach runs over email, WhatsApp, SMS and voice with per-language templates, consent and quiet-hour checks and DLT template compliance (verify). Disclosed AI voice reminders in English and Indian languages with human handoff are planned at GA.
Conduct before collection
When a customer disputes an invoice, outreach on that invoice pauses and a dispute with reason codes, an owner and an SLA is linked to a Service Desk ticket. Complaint, hardship, abuse and legal-threat signals stop automated outreach and escalate to a person. Promises to pay are captured with amount, date and channel and followed up automatically; broken promises are handled by policy.
Payment plans change contractual terms, so an agent may propose an instalment plan but a human approves it as R4. Write-offs need an evidence pack and delegation-of-authority approval, also R4, with a write-off register and recovery tracking. Later options include contractual interest and MSMED Act interest statements (verify), legal escalation packages for the Legal app, bad-debt provisioning suggestions and credit applications.
Features
What Collections & Credit Control includes
Receivables view
Per customer: open invoices, ageing, disputes, promises, last contact and predicted pay date.
Credit limits
Limits per customer or group with utilisation from open AR and uninvoiced orders, and expiring temporary increases.
Credit holds
Block new invoices, orders or renewals when over limit or overdue beyond policy, with R3 override approval.
Collection strategies
Segments by value, risk and type mapped to sequences of reminder, call, statement and escalation steps.
Collector worklist
Queue prioritised by amount at risk, propensity, promise due and SLA, with assignment rules.
Multichannel outreach
Email, WhatsApp, SMS and voice with per-language templates, consent, quiet hours and DLT compliance (verify).
Promise to pay
Capture amount, date and channel, follow up on the due date and handle broken promises.
Disputes
Reason codes, linked Desk ticket, owner and SLA; outreach pauses on affected invoices; resolution can lead to a credit note.
Payment plans
Instalment proposals with plan-specific payment links; approval is R4 because terms change.
Write-offs
Evidence-backed proposals with DoA-based R4 approval, a write-off register and recovery after write-off.
Payment propensity
Per-invoice and per-customer model with visible explanation factors for prioritisation and timing.
Statements and collections portal
Periodic statements by email, WhatsApp or portal, and self-service to pay, propose a plan or raise a dispute.
Dispute resolution assistant
Builds an evidence pack per dispute from the invoice, delivery proof, contract terms, conversation and prior credits.
Workflow
Overdue to resolved
- 1
The nightly model ranks the worklist by amount at risk and propensity.
- 2
The agent sends the next strategy step on the customer's channel and language.
- 3
A reply is classified as promise, dispute, paid claim or request for a person.
- 4
Promises schedule follow-ups; disputes pause outreach and open a Desk ticket.
- 5
Unresolved debt moves to a payment plan or write-off proposal for R4 approval.
Workflow
Putting a customer on credit hold
- 1
A customer goes over limit or overdue beyond policy.
- 2
New invoices, orders and renewals are blocked.
- 3
A sales owner requests an override.
- 4
An approver grants or refuses it as R3.
AI
AI skills and Digital Employees
Worklist prioritisation
Orders the queue with explainable factors and payment propensity.
Multilingual outreach
Personalised messages per strategy step, grounded in invoice data, with AI disclosure.
Promise-to-pay extraction
Pulls promised amounts and dates from replies with the quoted source.
Dispute and hardship detection
Pauses outreach and escalates on disputes, complaints, hardship, abuse or legal threats.
Payment plan and write-off proposals
Proposes plans within guardrails and assembles write-off evidence for a human R4 decision.
Credit limit suggestions
Suggests limits from payment history; a human changes the limit.
Digital Employees that use this module
- AI AR & Collections Specialist
- Collections Reminder Assistant
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Is this included in Year 1?
No. Year 1 includes dunning and the Collections Reminder Assistant inside Billing. The full add-on is planned for W3.
Will the agent keep messaging a customer who disputes?
No. A dispute pauses outreach on affected invoices, and complaint, hardship or legal-threat signals stop automated outreach and escalate to a person.
Is the AI disclosed to customers?
Yes. AI disclosure is mandatory in messages and voice calls, with handoff to a human.
Who approves payment plans and write-offs?
A human, as R4 Actions. Agents can only propose them with evidence.
See Collections & Credit Control in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.