Playbooks Common Use Cases

Automate your accounts receivable follow-ups with smart, condition-based workflows.

Overview

Playbooks are automated workflows that manage your accounts receivable follow-ups. Set up "if-this-then-that" rules that automatically take action on in progress and overdue invoices.

Common Use Cases

1. Gentle Reminder

Send a friendly follow-up email for invoices 7-14 days overdue when there hasn't been recent activity.

Example:

- Condition: Invoice is 7-14 days overdue

- Action: Send gentle reminder email

2. Urgent Escalation

Automatically escalate conversations for invoices over 30 days overdue that haven't been escalated yet.

Example:

- Condition: Invoice is 30+ days overdue AND not yet escalated

- Action: Escalate conversation to your team

3. VIP Treatment

Create special rules for high-value customers or large invoices that need immediate attention.

Example:

- Condition: Invoice is $100,000+ AND 1+ days overdue

- Action: Immediately escalate with high-value flag

4. Progressive Follow-ups

Send a follow-up email, then escalate if still unpaid after a certain threshold.

Example:

- Condition: Invoice is 30+ days overdue

- Actions:

1. Send final notice email

2. Escalate conversation

How Playbooks Work

Step 1: Set Your Conditions

Define what triggers the playbook:

- How many days an invoice is overdue

- The invoice amount

- Whether a conversation has been escalated

- How long since the last customer interaction

Step 2: Choose Your Actions

Decide what happens when conditions are met:

- Send a collection email with custom messaging

- Escalate a conversation to your team

- Add additional recipients to communications

Step 3: Activate

Turn on your playbook and it runs automatically.

Step 4: Track Results

See exactly which conversations were handled and what actions were taken.

Available Actions

Send Collection Email

Automatically drafts and sends a follow-up email to the customer.

Options:

- Custom message content

- Additional CC recipients

- Variable substitution for personalization

Escalate Conversation

Marks a conversation as escalated and alerts your team.

Options:

- Custom escalation reason

- Variable substitution for context

Best Practices

- Start Simple: Create one playbook for your most common scenario first

- Test First: Use the test feature to see what would happen before activating

- Be Specific: Use multiple conditions to target exactly the right conversations

- Monitor Results: Check the activity log to see how your playbooks are performing

- Iterate: Adjust conditions and actions based on what works