Receivables Controls

Receivables Controls has two configuration layers:

• The settings form decides whether Eigenn may send automated collection messages at all, and inside which hours.
• The Recovery policies section defines the step sequence that runs when an operator turns on Auto-chase overdue for an invoice.

Both layers must be correct. An active policy with steps sends nothing while Autopilot Collections is off.

Before You Start

• Select the correct team before you change settings.
• Decide who owns customer-sensitive collection decisions.
• Confirm the channels that the team can deliver: email, SMS, or in-app.
• Use a controlled test customer and invoice before you enroll real overdue work.
• Read the applicable contract, consumer-protection, late-fee, and communication rules with qualified counsel.

Open Receivables Controls

1. Open Settings.
2. Select Receivables Controls.
3. Review the Autopilot Policy and Payment Follow-up Timing cards separately.
4. Scroll to Recovery policies to manage the sequence used by Auto-chase.

Each settings card has its own Save button. When you save one section, you do not save unsaved changes in another.

Team Settings

Autopilot Policy

Autopilot Collections is the master switch for automated collection messages. Eigenn sends an automated dunning message only when this switch is explicitly saved as on.

The control is opt-in and fails closed. A workspace that never saved the switch sends no automated collection message, even when a recovery policy is active and an invoice is enrolled. An unreadable settings record also pauses automated sends rather than permitting them.

The switch does not affect:

• manual reminders that an operator sends from an invoice
• transactional email, such as the invoice itself

Turn the switch on only after you review the recovery policy, the message content, and the customers who can receive it.

Payment Follow-up Timing

This card sets the send window for automated follow-up messages:

• Enable Quiet Hours, plus the start and end time of the quiet window
• Exclude Weekends

The stored defaults are quiet hours from 21:00 to 08:00 and weekend exclusion on. Eigenn applies each control only when you explicitly save it as on.

The team window is a fallback. It applies only when neither the customer's communication preferences nor the recovery policy defines its own quiet hours. A customer preference and a policy-level window both take precedence.

When Exclude Weekends is on, Eigenn treats Saturday and Sunday as quiet days.

Step limit and escalation

Policies that you create on this page use a five-step maximum. When a policy reaches that maximum, the recovery process can trigger a collections escalation. Keep live policies to five steps or fewer.

Recovery Policies

The Recovery policies card is the configuration that Auto-chase uses.

Create a policy

1. Enter a descriptive name such as Standard customer reminder sequence.
2. Select Create policy.
3. Confirm that the new policy shows Active.

The page creates the policy as active immediately, with a maximum of five steps. It does not offer a draft state during creation.

Add a step

1. Enter a non-negative number in Day.
2. Choose Email, SMS, or In-app.
3. Select Add step.
4. Confirm that the numbered step appears under the intended policy.

The page automatically assigns the next step number and attaches the invoice to the communication.

How Eigenn schedules Day

The Day label is compact. Eigenn schedules each step relative to sequence activity:

• The first step waits that many days after Auto-chase enrollment.
• Each later step waits that many days after Eigenn processes the step before it.

For example, take steps with Day 0, Day 3, and Day 7. Eigenn schedules them at enrollment, three days after step one, and seven days after step two. They are not necessarily due-date days 0, 3, and 7.

What Auto-chase Does

When an operator turns on Auto-chase overdue on an unpaid or overdue invoice:

1. Eigenn selects the newest active recovery policy for the team.
2. Eigenn queues a recovery sequence for that invoice and customer.
3. Eigenn schedules the first action from the enrollment time with the Day value of the first step.
4. Each step queues one communication on its configured channel.
5. The invoice details show the active step and next reminder date when the sequence record is available.
6. The sequence completes after its last executable step. It stops when you cancel it. It can also close when Eigenn processes a supported payment.

Eigenn permits only one active sequence for the same team and invoice at a time. A repeated start request must reuse the active sequence. It must not create parallel recovery work.

Channel Needs

If a customer turned off the selected channel, or Eigenn suppresses the recipient, delivery fails. Eigenn retries provider failures. Investigate the communication state before you send a second manual message.

Current Policy-Editor Limits

The Settings page can create policies and append steps. It does not give controls now to:

• Rename, deactivate, or delete a policy
• Select which active policy an invoice uses
• Edit, delete, or reorder a step that exists
• Choose a communication template or sender profile
• Attach a tone profile to a step
• Attach a late-fee rule
• Set the policy timezone or quiet hours
• Change the five-step maximum of the policy

When you create another policy, Eigenn does not deactivate the earlier one. Auto-chase uses the newest active policy. Avoid duplicates unless the team wants the newer policy to take precedence.

Tone and Template Boundary

Steps that you create in this Settings card do not include a template selector. Without a linked template, the recovery sender uses its fallback reminder content. Do not assume that a team default tone profile or an active tone experiment changes every message from this simple policy.

Tone transformation and experiments need an eligible communication workflow that has tone turned on, a template, and customer context. Confirm the outbound content before you use the sequence with customers.

Confirm the Result

After you set up the page, confirm these points:

• Autopilot Collections shows the intended state after a refresh, and the team accepts that on means Eigenn may send automatically.
• The quiet window and weekend exclusion match the hours the team agreed to contact customers.
• Exactly one intended policy is the newest active policy.
• The policy contains one to five steps.
• Step delays produce the calendar dates that you expect from enrollment.
• Customer contact data exists for every selected channel.
• A controlled invoice can start and stop Auto-chase.
• The invoice shows the expected next step and date.
• The first test communication reaches the intended recipient and contains approved content.

Troubleshoot

Auto-chase is enrolled but no message was sent

Confirm that Autopilot Collections is explicitly saved as on. The switch is opt-in and fails closed, so a workspace that never saved it sends nothing. Then confirm that the send time is outside the quiet window and, when weekend exclusion is on, not on a Saturday or Sunday.

Auto-chase reports that no policy exists

Create a recovery policy and confirm its Active badge. Add at least one step before you try again.

Auto-chase starts but never gets a next date

Confirm that the selected active policy contains a step and that the invoice has a customer. The start request can queue before the background sequence record appears.

Auto-chase used the wrong policy

Auto-chase now selects the newest active policy and does not show a picker. If many policies are active, contact the workspace administrator or support. Ask them to deactivate the unintended policy before you enroll more invoices.

A sixth step did not send

Policies that you create here have a five-step maximum. Keep the intended sequence to five steps or fewer. When a policy reaches the maximum, the case can move into collections escalation instead of later steps.

Quiet hours or weekend exclusion did not apply

A customer preference or a policy-level quiet window takes precedence over the team default. Check the customer record and the recovery policy before you change the team setting.

A late fee was not added

Late fees come from fee rules attached to a recovery policy step, not from a settings switch. Settings → Receivables Controls has no late-fee card. Leave the invoice unchanged and use a reviewed, legally valid fee workflow. Do not add a duplicate charge by hand.

Related Pages

• Configure Receivables Controls
• Receivables
• Invoice Collection Workflow
• Tone Profiles and Experiments
• Invoices