Review a case and manage follow-up

Understand the case before acting

1. Open Cases, expand the customer’s row, and choose Open case.
2. Check the open balance, overdue age, follow-up coverage, and customer contact details.
3. Open Invoices to inspect the records included in the case. Confirm that payment information is current.
4. Read Timeline for recent messages, notes, and system changes. Use its filters or search to narrow the history.
5. Open Follow-ups to review previous or current follow-up runs. Operations provides additional case controls where available.

Send a case message or save a note

1. Confirm the customer’s contact details, invoice balances, and communication permissions. Investigate any payment, dispute, or delivery warning first.
2. In Timeline, choose Open Conversation Composer. Select Email, SMS, or Internal note.
3. For a message, choose one eligible recipient and review the destination. Enter the subject where applicable and the message. If you use Draft with AI, review and edit the final text yourself.
4. Choose Send message, or Save note for a team-only note. Check the result and timeline. If a send outcome is uncertain, investigate before retrying.

Pause or investigate a follow-up

To pause a customer’s financial outreach, open Customers (or Relationships), choose Edit for that customer, and find Financial communication restrictions. Choose a workflow reason and Pause all AR outreach. Verify the All AR outreach paused status. This applies to the customer’s AR outreach, so consider all their open invoices.

Resolve the issue before choosing Resume AR outreach and confirming its dialog. Resuming does not create consent or bypass other eligibility checks. Record a workflow reason only; do not paste legal notices or privileged narratives into these controls.

An AI risk explanation is advisory. Review its supporting factors and freshness; it does not change invoice balances or confirm payment.