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Next in Manage AR operations: Collection cases — connect exception workflows to case-specific playbooks.

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Purpose

Sequences at Acme Corporation cover customers that don’t fit the default baseline or enterprise programs — Jobin (AR manager) designs the playbook, enrolls accounts, and manages ready steps from Settings → Sequences. When to use: Sequences are for specific customers and special cases. Jobin (AR manager) would not enroll Sterling Logistics (contract dispute) or Orion Electric Supply (disputed pricing) in an active sequence until the underlying issue is resolved. Example: Jobin (AR manager) builds a three-step email sequence (day 7, 14, and 30) for a mid-tier commercial account that needs a custom cadence, activates it, and enrolls the customer from the Enrollment tab. Ready steps appear in Inbox for review before send.

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What sequences are

Unlike one-off actions recommended by the AI, sequences give you full control over the cadence, content, and type of each touchpoint. You build a sequence in Settings, define its steps, enroll customers (one at a time or in bulk), and then manage ready steps from the sequence queue in your inbox. A sequence has a lifecycle:
  • Draft — Being configured, not yet enrolling customers.
  • Active — Accepting enrollments and scheduling steps.
  • Archived — No longer accepting new enrollments; historical data is preserved.

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Sequence step types

Each step in a sequence is one of three types:

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Create your first sequence

1

Open sequence settings

Go to Settings → Sequences in the left sidebar. You’ll see a list of all sequences for your company.
2

Create a new sequence

Click New sequence. Enter a name and select a timezone.
3

Add steps

Inside the sequence editor, click Add step to create the first touchpoint. Configure the type, offset days, and email template.
4

Activate the sequence

When your steps are ready, click Activate. Daylit validates the sequence and makes it available for enrollment.
5

Enroll customers

From the sequence overview page, go to the Enrollment tab. Search for a customer and click Enroll.
After enrollment, Daylit schedules the sequence steps from the enrollment start date. Ready steps appear in Inbox → Sequences for review or completion.

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Stop sequence follow-up

If a customer pays, disputes an invoice, or should move into a different workflow, stop sequence follow-up before more steps become ready. There are two ways to stop sequence follow-up:
  1. Accept a case suggestion. If the customer is in a special case, such as a dispute, promise to pay, wrong-contact issue, or other exception workflow, Daylit can suggest stopping the sequence. Review and accept the suggestion from Cases → Suggestions or from the case detail page. See Collection cases.
  2. Bulk complete enrollments. To stop follow-up for multiple customers, open the sequence, go to the Enrollment tab, select the customers, and click Complete in the selection bar. This action is enabled only when the selected customers have active enrollments.
Stopping an enrollment cancels all future scheduled steps for that customer in this sequence.

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Troubleshooting

Confirm the sequence has at least one configured step and that each step has the required fields for its type. Email steps need a subject and body template. Every step needs an offset in days so Daylit knows when it should become ready.
Confirm the sequence is Active. Draft and archived sequences do not accept new enrollments. If the customer has an open dispute, promise to pay, wrong-contact issue, or other exception case, resolve or route that case first. You can also enroll the customer in the specific case workflow for that situation; see Collection cases.
Check the step’s offset days and the enrollment start date. Sequence steps appear in Inbox → Sequences when they become ready, not immediately after enrollment unless the offset makes them due now.
Open the sequence step and confirm the email subject and body template are complete. If the template uses snippets, make sure the customer and invoice data needed by those snippets is available.
Use the right stop path for the situation. For special cases, review and accept the stop-sequence suggestion from Cases → Suggestions or from the case detail page. To bulk stop active enrollments, open the sequence, go to the Enrollment tab, select the customers, and click Complete in the selection bar.
  • Collection programs — Use programs for automatic portfolio-wide dunning.
  • Collection cases — Assign sequences to case types like disputes or promises to pay.
  • Inbox — Review sequence steps when they become ready.
  • Email drafting — Understand how email drafts and snippets are rendered.
  • Core concepts — Review sequence, action, and communication terms.
Finished this page? Continue Manage AR operations with Collection cases.