A/R Operator Guide

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

Personas: A/R Operator

What you'll learn

Triage the My Queue view.
- Access Collections -> My Queue to see prioritized invoices based on segment rules, risk, and promised follow-ups.
- Use the keyboard shortcut J/K to move between items and S to send an approved draft.
Review and send communications.
- Inspect the generated email, including {pay_link} and merge fields. Edit tone or add personal context when needed.
- Respect quiet hours--Plixo highlights when a draft would send outside your configured window.
Log promises and plans.
- When a payer commits to a date, record a Promise-to-Pay with amount and due date; Plixo will schedule reminders automatically.
- For structured repayment, propose a Payment Plan and submit for approval if it exceeds your limit.
Intake disputes gracefully.
- When a payer files a dispute via the mini-portal or email, update the invoice state to Disputed, capture the reason, and attach evidence.
- Notify Legal or Sales with an @mention in the internal notes when their input is required.
Use suppression and escalations wisely.
- Suppress contacts temporarily for vacation or relationship-sensitive scenarios; add a reactivation date so they re-enter automations automatically.
- Escalate chronic non-response to the A/R Manager for segmentation or tone adjustments.

Daily queue burn-down reaches zero or the planned carryover by end-of-day.
Promises are logged within 15 minutes of commitment and adherence tracking stays above 90%.
Disputes are triaged within SLA and routed to the right collaborators.

Sending without double-checking merge fields. Always preview pay links and invoice summaries before hitting send.
Leaving drafts to pile up. Communicate with the A/R Manager if volume spikes so send caps can be adjusted.
Forgetting to close the loop. Mark promises kept or broken to keep reports accurate.