Configuring AR Agents Communication Settings

AR Agent Behavior & Communication Settings

Configure communication styles, outreach timing, escalation paths, and autonomy settings before assigning Agents to customer accounts.

Understanding Agent Configuration

AR Agent configuration determines how your Agents communicate, how often they follow up, and how they handle customer interactions.

These settings allow you to create different engagement strategies based on customer needs, account value, and collection goals.

STEP 1

Get to Know Your Agents

FlexPoint includes three AR Agents designed for different customer engagement strategies. Each Agent can be customized based on customer relationships, collections goals, and outreach preferences.

🤖 Agent Communication Tones

Understand how each Agent communicates with customers.

Firm / Direct Agent

Focus: Drive action and create clear payment expectations.
Tone: Assertive, direct, and resolution-focused.

Friendly / Neutral Agent

Focus: Maintain customer relationships while managing receivables.
Tone: Friendly, professional, and conversational.

VIP Agent

Focus: Create personalized outreach strategies for strategic customers.
Tone: Flexible, personalized, and relationship-driven.

Assignment Strategy

Customers are assigned to your Neutral Agent by default. Once Agents are configured and activated, you can assign different Agents based on account type, customer relationship, and outreach strategy.

Customer Segments

Create unique experiences for different customer groups.

Communication Style

Match outreach behavior with customer needs.

Custom Strategies

Apply different timing and escalation rules.

STEP 2

Customize Agent Settings

From the FlexPoint dashboard navigate to: Agents → AR Agent → Agents

Edit Agent Settings

Select Edit Settings on the Agent you want to configure.

Configure Agent Behavior

After opening settings, customize the Agent based on the goals for the customers that will be assigned to that Agent. Adjust communication style, timing, and engagement preferences.

• Communication Tone - Define messaging style.
• Email Follow-Up Cadence - Configure outreach timing.
• Voice Call Settings - Manage calling behavior.
• Escalation Rules - Define when an Agent should stop outreach attempts and escalate the interaction to a human team member.

Best Practice: Keep Autonomous Mode disabled while learning how Agents operate. Once you are comfortable with the workflow, enable autonomy to allow Agents to execute outreach automatically.

STEP 3

Configure Your Agents

Try it yourself

Use the interactive walkthrough below to configure your AR Agents in FlexPoint.

🚀 Start interactive walkthrough

Opens in a new tab so you can follow along step-by-step.