Controller (Admin) Guide

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

Personas: Controller / Admin

What you'll learn

Own administrative settings.
- Visit Admin → Policies to author cadences, configure tone, set quiet hours, and manage approval thresholds for discounts or credits.
- Use Versioning to test new content in draft while the current policy stays live.
Monitor segments and Autopilot status.
- In Admin → Segments, review eligibility rules, coverage, and Autopilot toggles. Keep high-risk segments in Shadow Mode until promise adherence and bounce rates stabilize.
- Use the live preview to confirm real invoices qualify before publishing changes.
Keep connectors and deliverability healthy.
- Check Admin → Connectors to ensure Stripe and ERP imports are green. Re-authenticate integrations before tokens expire.
- Visit Admin → Deliverability to monitor bounce/complaint thresholds and manage the suppression list.
Audit approvals and actions.
- The Audit & Exports tab records policy changes, manual sends, promises, disputes, and Autopilot overrides. Filter by user or time range for monthly compliance reviews.
- Export evidence when Legal or external auditors request proof of approval paths.
Decide when not to enable Autopilot.
- Keep segments in Shadow Mode if contacts are below 90%, disputes are unresolved, or payment reversals exceed 5% in the trailing week.
- Document rationale in the segment notes so stakeholders understand the plan to revisit.

Policies are versioned and reviewed quarterly with Sales, CSM, and Legal sign-off.
Connectors show continuous sync health and the Data-Ready widget remains green.
Audit exports can be produced within minutes for any payer action.

Publishing without approvals. Always set thresholds so high-impact credits require dual sign-off.
Letting tokens expire. Calendar reminders prevent last-minute scramble to re-connect Stripe or ERPs.
Moving to Autopilot too early. Validate promise adherence and deliverability for each segment before toggling.