A/R Manager Guide

Last Updated: 2025-12-02 10:22 UTC

Personas: A/R Manager

What you'll learn

Monitor Collections Overview KPIs.
- Open Collections -> Overview for coverage %, average latency, and email health charts.
- Drill into Segment Health to see which portfolios lag behind and whether Autopilot is active or pending approvals.
Adjust Autopilot and send caps.
- From the segment detail panel, toggle Autopilot for segments that meet guardrails and operator readiness.
- Edit send caps and quiet hours to smooth daily volume; the queue updates in real time.
Resolve deliverability issues quickly.
- Use the Email Health card to view bounce reasons. Reassign contacts, update domains, or add customers to the suppression list when appropriate.
- Coordinate with IT to set up SPF/DKIM if bounce rates exceed thresholds.
Coach operators through escalations.
- Review promise adherence and dispute queues. Assign high-risk follow-ups to senior operators or escalate to Sales/CSM via internal notes.
- Log learnings in the segment notes to refine cadences and tone.

Coverage stays above 85% and latency remains under 24 hours for top segments.
Autopilot mix aligns with risk appetite (e.g., 70% of SMB invoices automated, enterprise accounts remain approval-based).
Bounce rates trend downward week over week thanks to remediation actions.

Overloading operators. Monitor draft counts and adjust send caps to avoid spikes that lead to rushed reviews.
Forgetting to document changes. Always note why Autopilot was toggled off so stakeholders understand the decision.
Ignoring suppression insights. Persistent bounces can hurt domain reputation--coordinate with Sales or CSM to refresh contacts.