AR Agents Conversations Overview

Conversations Overview

Monitor AR Agent activity, review customer communications, and access account information from a single workspace.

Understanding the Conversations Workspace

The Conversations workspace is your central hub for monitoring AR Agent activity across customer accounts. From one location you can review communications, track account status, access customer information, and manage account-specific settings.

Try it Yourself

Follow the interactive walkthrough to explore customer conversations, review communications, apply filters, and navigate account settings.

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Conversations Guide

Expand each section below to learn how to navigate the Conversations workspace and manage customer accounts.

Accessing Conversations ▶

Navigate from your FlexPoint dashboard to Agents → AR Agent → Conversations to open the Conversations workspace.

Using Account Filters ▶

Account filters help organize your workload and quickly locate customer accounts.

• All Accounts — View every account.
• Active — Accounts currently being managed.
• Monitoring — Accounts under observation.
• Inactive — Accounts with no active agent activity.
• Use the search bar to quickly locate a specific customer.

Viewing Account Details ▶

Selecting an account opens a detailed workspace where you can review customer information and account activity.

• Financial information
• Customer contact details
• Communication history
• Escalation history
• Account-specific AR Agent settings

Customer-Level Agent Settings ▶

Customer-level settings apply only to the account currently being viewed.

• Enable or disable AR Agent activity.
• Assign the customer to another AR Agent.
• Changes affect only this customer account.

Global Agent Settings ▶

Global settings display the configuration of the AR Agent assigned to the customer.

• Review the current agent configuration.
• View communication preferences.
• See collection settings assigned to the agent.
• To update these settings for every assigned customer, navigate to Agents and edit the agent configuration.

Frequently Asked Questions

How will the Agents know who to call? ▶

Agents will contact the "Bill To" contact associated with the account and verify that they are speaking with the correct individual. If the person reached is not the designated contact, the Agent will obtain the correct contact information and document it in the Summary Action Items section of the account conversation page.

Where does the client's phone number come from, and what happens if I change it? ▶

The client's phone number is automatically imported from your connected PSA or accounting platform during the initial sync. After it's synced, you can update the phone number anytime in FlexPoint.

Changes made in FlexPoint only apply within FlexPoint and won't sync back to your connected PSA or accounting system. This lets you use a different phone number for agent calls without affecting the client's record in your source system.

Will the Agents run payments for me? ▶

Currently, Agents are designed to obtain approval to collect payment. Once approval is secured, the conversation summary will be updated and can be found under Action Required on the Conversations page and Approvals on the Overview page. From there, you can review the approval and manually process the payment.