Next in Manage AR operations: Collection sequences — build customer-level and case-specific outreach playbooks.
Purpose
Collection programs are Acme Corporation’s default company-wide SOP — Jobin (AR manager) defines aging rules once and Daylit enrolls customers and runs touchpoints at scale. When to use: Programs are for the long tail of the portfolio. Configure touchpoints by aging bucket, activate the program, and Daylit runs automatically — while Jobin (AR manager) handles exceptions like Sterling Logistics (contract dispute) and Orion Electric Supply (disputed pricing) outside the program. Example: Jobin (AR manager) creates Acme Corporation’s baseline program (invoice-level touchpoints at day 15 and 30) and enterprise program (account-level touchpoints at day 30, 45, and 60). Daylit bulk-enrolls SMB accounts into baseline each week. Accounts on the risky-five list are excluded or set to Review delivery until Jobin (AR manager) clears them.Collection programs vs. sequences
Both collection programs and sequences automate customer outreach, but they serve different purposes:How collection programs auto-enroll customers
When a collection program is active, Daylit’s scheduler runs on the configured cadence. On each run, it:- Identifies all customers with invoices overdue by a number of days matching a touchpoint’s offset.
- Checks each customer’s enrollment status.
- Generates a batch of touchpoints for all eligible enrolled customers.
- Delivers the batch automatically (auto mode) or holds it for your review (review mode).
Touchpoints: steps in a collection program
A touchpoint is a single outreach event within a collection program. Each touchpoint has the following settings:Create a collection program
- Go to Settings → Collection Program.
- Click New program.
- Enter a program name.
- Click Create. The new program is created in Active status with a default set of touchpoints based on common intervals.
If you duplicate a program, the new program starts active immediately.
Review batches
When a touchpoint is configured with Review delivery mode, Daylit groups the generated emails into a review batch before sending. You review batches from Inbox → Review. From the review inbox, you can approve the batch, reject it, or edit the emails before they go out.Troubleshooting
A program did not create the expected touchpoint
A program did not create the expected touchpoint
Confirm the program is active and the touchpoint’s Offset days matches an invoice’s days past due. Invoice-level touchpoints fire from each invoice’s due date. Account-level touchpoints fire from the customer’s oldest overdue invoice.
A customer did not receive an automatic email
A customer did not receive an automatic email
Check whether the touchpoint uses Review delivery mode. Review-mode emails wait in Inbox → Review until your team approves or edits them. Also confirm the customer is eligible for the program and is not blocked by an open case or exception workflow.
A batch is waiting for review
A batch is waiting for review
Open Inbox → Review, find the batch, then approve, reject, or edit the emails before sending. Use Review delivery mode for accounts that need human approval before outreach.
The SOP needs a custom customer-specific cadence
The SOP needs a custom customer-specific cadence
Use a collection sequence instead of a collection program when the workflow applies to selected customers, special accounts, or case-specific outreach.
Related pages
- Collection sequences — Build manual customer-level outreach playbooks.
- Collection cases — Track disputes, promises to pay, and other case workflows that can suppress dunning.
- Inbox — Review and send generated program batches.
- Core concepts — Understand offset days, target level, and collection program terms.
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