Agentic Collections

Agentic Collections replaces the fixed reminder cadence of Collections with an AI agent that works each unpaid invoice as a case: it sends chase emails from a mailbox with a persona you choose, reads and classifies what the customer writes back, records promises to pay and notices when they are broken, pauses when there is a dispute or a payment claim to check, and escalates or flags for a person according to a playbook. Use it when a one-size cadence is costing you relationships or time, and you want collections that respond to what each customer actually says. It composes with what you already have. Invoices, payments, statuses, and automations are unchanged; the agent decides what to do about an open balance and records every decision on the case timeline. There are no public API endpoints for Agentic Collections in the 2026-04-01 API — configuration and casework are in the dashboard under Workflows → AI Collections and Control Tower. The invoices and payments it acts on are readable as usual. See How Alguna Works.

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Concepts

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Cases

A case is one collection effort. Cases are opened per invoice or per account, depending on the playbook’s consolidation mode (per_invoice or per_account), and hold the invoices attached to them. Within an open case, a substatus says where the conversation is: Cases can also be suppressed — snoozed, written_off, or operator_closed — which stops outreach without deleting the history.

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Playbooks

A playbook is the policy a case follows. It has a type (ar for collections; billing_support for non-collections billing conversations), versions (draft, published, archived), and:

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Promises to pay

When a customer commits to a date, the agent records a promise (active). It becomes honored when payment lands, broken when the date passes without it — which triggers the playbook’s promise-broken behaviour — or superseded when the customer gives a new date.

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Inbound classification

Every reply is classified on two axes before the agent acts:

• Attribution — who it is really for: ar, billing_support, sales, internal, noise, or unknown. Only ar replies drive the case; the rest are routed or ignored.
• Intent — what it says: paid_claim, promise_to_pay, dispute, deduction, doc_request, po_update, master_data_change, wrong_contact, recommend_contact_update, out_of_office, remittance_sent, unsubscribe, escalation_request, invoice_question, payment_status_question, general_question, unknown.

A paid_claim moves the case to payment_claimed and pauses chasing until a payment is found; a dispute pauses it for a person; a wrong_contact or recommend_contact_update raises a contact-update task; unsubscribe stops outreach to that address.

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Account segments

Playbooks are applied to account segments, built by filter (a saved customer filter), manual (a hand-picked list), or hybrid. A high-value enterprise segment can run a suggest playbook with a professional tone while long-tail accounts run act with a firm one.

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Control Tower

Control Tower is the queue of things the agent could not resolve alone. Each task has a kind and is open, resolved, or dismissed:

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Case timeline

Everything is recorded as a timeline event with its actor (system, user, or agent): case_opened, invoice_attached, substatus_transition, cadence_scheduled, invoice_email_sent, promise_captured, promise_honored, promise_broken, contact_bounced, classifier_intent_applied, guardrail_violation, payment_received, payment_reversed, paused, resumed, resolved, closed, and so on. The timeline is the audit trail: what the agent did, why, and on which signal.

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What triggers the agent

The agent runs on three kinds of trigger: a cadence step coming due, a broken promise, and an inbound message on a case thread. Between those it does nothing; there is no continuous background activity on a case.

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Supervised autonomy

Autonomy is per playbook. In monitor the agent only records; in suggest it drafts the next action and a person approves it; in act it sends within the playbook’s cadence, tone, and escalation settings. Whatever the mode, the agent does not:

• Issue invoices or credit notes, or change invoice status.
• Charge a customer’s payment method — payment retries remain a dunning automation step.
• Change subscription terms or pricing.
• Email outside the mailbox and persona configured on the playbook.

A guardrail violation is recorded on the timeline rather than acted on.

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Composition with existing flows

Existing automations keep running. If you enable Agentic Collections on a segment, turn off the Overdue Invoice Reminder automation for those customers so they do not receive both.

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Getting started

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FAQ

Does Agentic Collections replace my existing automations? No. They keep running. Disable the overdue reminder for segments the agent handles to avoid double outreach. Will the agent send communications without my approval? Only in act mode, and only within the playbook’s cadence, tone, and mailbox. monitor and suggest never send on their own. Can I see what the agent did and why? Yes. Every action, classification, and guardrail check is on the case timeline with its actor and trigger. How does it handle disputes and short-pays? A dispute or deduction intent pauses chasing and puts the case in front of a person, who resolves it with a credit note, a refund, or by resuming the case. Is there an API? Not in the 2026-04-01 public API. Invoices, payments, and A/R ageing remain available through their own endpoints.