Manage the automated workflows the system uses to chase overdue invoices — each strategy defines which actions to take, when to take them, and which customers it applies to.

Overview

The Collection Strategies page lists every strategy configured in the system. Each strategy is a sequence of timed collection actions — emails, phone call tasks, escalations, or account stops — that run automatically on a schedule you control. From this page you can see which strategies are active, how many open cases each one holds, how long cases have been running on average, and trigger an immediate run without waiting for the next scheduled execution. Click a strategy name or use the row menu to open the full Strategy Editor, where you configure all the details.

Key Features

Feature	Description
Strategy List with Live Metrics	All strategies with their Open Cases count and Average Days Open.
Search Bar	Filters the list by strategy name as you type.
Type Filter	Narrows to a single strategy type: Standard, Intensive, VIP, or High Risk.
Status Filter	Shows only Active or Inactive strategies.
Active / Inactive Toggle	Enables or disables a strategy without deleting it. Inactive strategies stop being applied on the next scheduled run; existing cases are not affected.
Run Now	Triggers an immediate strategy run outside the normal schedule. Available only for Active strategies.
Row Actions Menu	Edit Strategy, View Performance, Activate/Deactivate, Run Now, and Delete.
Strategy Editor (Settings tab)	Four panels: Overview (name, type, description, multi-stage handling), Triggers, Stages (ordered action sequence), and Automation Frequency.
Performance Tab	Live diagnostics: status overview (created by/when, active status, open cases, last run, emails sent in the last 14 days, next scheduled run), and a stage-by-stage funnel breakdown. Warning banner when Inactive or Emails Sent (14 days) is 0.
Audit Log Tab	Records every change to a strategy with timestamp, user, old value, and new value.

Sections & Fields

Field	Description
Search bar	Filters the strategy list by name in real time.
Type filter	Dropdown: Standard, Intensive, VIP, or High Risk.
Status filter	Dropdown: Active or Inactive.
Create Strategy button	Opens the Strategy Editor in create mode.
Name & Description column	Clickable strategy name opens the editor. Description shown beneath.
Type column	Colour-coded badge: Standard (blue), Intensive (orange), VIP (purple), High Risk (red).
Status column	Toggle switch to activate or deactivate the strategy.
Open Cases column	Count of collection cases currently running on this strategy.
Avg Days column	Average days cases have been open on this strategy.
Actions column	Three-dot menu: Edit Strategy, View Performance, Activate/Deactivate, Run Now (Active only), Delete (Inactive with 0 open cases only).
Editor — Strategy Name	Required. Up to 200 characters.
Editor — Type	Strategy segment: Standard, Intensive, VIP, or High Risk.
Editor — Description	Required. Up to 1,000 characters.
Editor — Multi-Stage Handling	Controls what happens when multiple stages become eligible in a single run: Run All in Order, Skip to Latest, or One Per Run.
Editor — Trigger Type	Days Overdue or Amount Threshold.
Editor — Days Overdue Threshold	Visible when Trigger Type is Days Overdue. Number of days past due date before the strategy activates.
Editor — Amount Threshold	Visible when Trigger Type is Amount Threshold. The outstanding balance (in base currency) that triggers the strategy.
Editor — Stages panel	Ordered list of collection actions. Each stage has: Action Type (Email, Phone Call, Escalation, Place On Stop), Timing Type (Days from Trigger or Days from Previous), Days value, and Template selector for Email stages. Up to 10 stages per strategy.
Editor — Add Stage button	Appends a new stage. Disabled when 10 stages have been added.
Editor — Stage drag handle	Drag a stage card up or down to reorder without changing day values.
Editor — Automation Time	The hour at which the strategy's scheduled run executes.
Editor — Days of the Week	Checkboxes Mon-Sun. At least one day must be selected. Default is Monday-Friday.
Performance tab — Status Overview	Created date/creator, Active/Inactive status, Open Cases, Last Run, Emails Sent (last 14 days), Next Scheduled Run. Warning banner when Inactive or Emails Sent = 0.
Performance tab — Stage Breakdown	Funnel table showing how many cases are at each stage.
Audit Log tab	Paginated table: Date & Time, Action type (colour-coded dot), Description, Field, Old Value, New Value, User.

User Guide

Getting Started

Navigate to Settings > Collection Strategies. Before creating a strategy, ensure the email templates you plan to use exist in Settings > Document Templates. You need Administrator access to create or edit strategies.

How do I create a collection strategy?

Click Create Strategy in the top-right corner.
Enter a Strategy Name (required, up to 200 characters).
Select the strategy Type — Standard, Intensive, VIP, or High Risk.
Enter a Description explaining when and how the strategy should be used (required).
Select the Multi-Stage Handling option. Use Run All in Order for most strategies.
Tip: Use Skip to Latest if you want the strategy to jump straight to the most overdue action when a customer has fallen several stages behind.
Select the Trigger Type — Days Overdue or Amount Threshold — and set the threshold value.
Note: The trigger determines when the system first applies this strategy to a customer. Stage timing is controlled separately within each stage.
In the Stages panel, click Add Stage to add the first collection action.
Set the Action Type — for example, Email.
Set Timing Type to Days from Trigger and enter the number of days. Stage 1 must always use Days from Trigger.
Note: Subsequent stages can use Days from Previous to chain actions at intervals relative to the preceding stage.
For Email stages, select the template to use.
Note: Only email templates are shown. If the dropdown is empty, create the template first in Settings > Document Templates.
Repeat Add Stage for each action. Drag the handle on a stage card to reorder.
In the Automation Frequency panel, select the Time and Days of the Week.
Click Save.

How do I activate or deactivate a strategy?

Find the strategy in the list.
Click the toggle switch in the Status column to switch between Active and Inactive.
Note: Deactivating a strategy stops it from running on the next scheduled execution. It does not close or remove existing open cases. Tip: You can also activate/deactivate from the row actions menu using the Activate / Deactivate option.

How do I trigger a strategy run immediately?

Find the strategy in the list.
Click the three-dot actions menu on the right of the row.
Click Run Now.
Note: Run Now is only available for Active strategies. Tip: Use Run Now after editing a strategy to test whether the updated stages execute as expected.

How do I check a strategy's performance?

Open the strategy editor by clicking the strategy name.
Click the Performance tab.
Review the Status Overview card: Created date and creator, Active/Inactive status, Open Cases, Last Run time, Emails Sent (last 14 days), and Next Scheduled Run. A warning banner is displayed if the strategy is Inactive or Emails Sent shows 0.
Scroll down to the Stage Breakdown table to see how many cases are at each stage.
Tip: If Emails Sent (14 days) shows 0 and the strategy has open cases, there may be a configuration issue — check that all email stages have a template selected and that the strategy is Active.

How do I delete a strategy?

Set the strategy to Inactive using the status toggle.
Wait until all open cases on the strategy have been closed or reassigned to another strategy.
Click the three-dot actions menu and select Delete.
Note: The Delete option is only visible when the strategy is Inactive and has 0 open cases.

Pro Tips

Start with a 3-stage strategy (email at 7 days, email at 14 days, phone call task at 30 days) before building complex paths — you can always add stages later without disrupting active cases.
Use the Avg Days column as an early warning signal: a steadily rising average on an Active strategy suggests cases are not resolving and the stage timing or templates may need review.
Set Automation Frequency to run at 7:00 AM Monday-Friday so tasks and emails are generated before your team starts work each morning.
When editing a strategy that has many open cases, use Run Now immediately after saving to verify the changes work correctly on real data.

FAQ

What is the difference between the strategy Trigger and the stage Timing? The Trigger controls when the system first assigns a customer to a strategy. The stage Timing controls when each individual action fires after assignment. They are separate settings.

What does Multi-Stage Handling mean? When multiple stages are eligible at the same time:

Run All in Order — every eligible stage runs sequentially.
Skip to Latest — only the most recent eligible stage runs; earlier stages are skipped.
One Per Run — one stage runs per execution; the rest are picked up on subsequent runs.

What happens to open cases when I deactivate a strategy? Deactivating stops the strategy from running on future scheduled executions. Existing open cases are not closed or removed — they remain in the Collections Queue but no further automated actions are taken.

Why is the Delete option not showing for a strategy? Delete is only available when a strategy is Inactive and has 0 open cases. If either condition is not met, the option is hidden.

Why does Emails Sent (14 days) show 0 on the Performance tab? Either the strategy has no email stages, all email stages are missing a template, or no cases have reached an email stage in the last 14 days.

Can I use the same email template in more than one strategy? Yes. A template can be assigned to stages across multiple strategies.

What does the stage Action Type "Place On Stop" do? It triggers an account action that flags the customer account. The exact behaviour depends on how your ERP integration is configured.