Set up your collections agent

1. Open Payments → Collections Agent.

2. Go to Configuration → Policy and set your limits.

3. Go to Configuration → Guidance and describe how the agent should communicate with your customers.

4. Go to Configuration → Template setup and add your branding and the AI disclosure text.

AI disclosure text

The agent sends no emails until you have saved an AI disclosure text. EU rules require that your customers know they are communicating with an AI.

When the setup is complete, the agent starts working on new collection cases, and you see them in the case overview.

1 Initiate the collections agent

1. Log in to your Frisbii account.

2. Click on Collections Agent. A new window opens where you find the collections agent’s interface.

2 Set up the policy

The policy sets the hard limits the agent always works within. The agent only starts working on cases after you have saved the first version of your policy.

1. Click on Configuration in the navigation bar.

2. Open the Policy tab.

3. Make sure Collections agent enabled is switched on. When you switch it off, the agent stops acting on all cases, but your policy settings are kept.

4. Decide whether to switch on Create new cases as pending. When it is on, every new case waits until a person on your team hands it over to the agent. Use this if you want to review cases before the agent contacts the customer. If you switch it off later, this only affects cases created afterwards: cases that are already pending still need to be handed over one by one.

5. In Minimum hours between contacts, enter the minimum time in hours between two emails the agent sends for the same case (between 0 and 8760). When a customer replies, the agent can answer them even if this time has not passed yet.

6. In Human review threshold, enter an amount in your account currency. Cases with a higher outstanding amount are never handled by the agent alone and always wait for a person on your team.

7. In Maximum promise-to-pay days, enter how many days into the future a customer can promise to pay (between 1 and 365). If a customer promises a later date, the agent hands the case to your team instead of accepting the promise.

8. In Maximum number of promises, enter how many promises to pay a customer can make on one case (at least 1). When a customer has used up all promises, the agent no longer accepts new ones and hands the case to your team.

9. Click on Save policy. To undo your changes instead, click on Discard changes.

3 Write the guidance

The guidance tells the agent in your own words how to talk to your customers. It steers tone and behaviour, but it can never override your policy or Frisbii's safety rules.

1. Open the Guidance tab.

2. In Guidance, describe how the agent should communicate (up to 20,000 characters). For example, you can cover the following:

   • Tone of voice, for example friendly in the first reminder and more direct later on.

   • How often and at what intervals the agent should send reminders.

   • How the agent should react to customer replies, such as questions about the invoice or requests for more time.

   • How generous the agent should be with promises to pay, within the limits of your policy.

   • Situations in which the agent should hand the case to your team.

3. Click on Save guidance.

4 Set up the email template

The template setup defines what surrounds every email the agent writes: your logo, your footer and your payment instructions. The agent writes the message text itself.

Email branding

1. Open the Template setup tab.

2. Check the Logo. The agent uses the logo from your Frisbii account settings. If your account has no logo, emails are sent without one. To add or change it, click on Change the logo in account settings.

3. In Footer text, enter the details that should appear at the bottom of every email, for example your company name, address and registration number (up to 1,000 characters).

4. In AI disclosure text, enter the sentence that tells your customers they are communicating with an AI. The text appears under every email the agent writes. Emails your team writes manually don't include it.

   Multilingual support

   If your company acts internationally and you need the AI disclosure text in several languages, you need to maintain each text in each language by yourself. The AI agent does not translate your disclosure text.

5. Click on Save branding.

Under Preview, you see how your logo and footer frame a message. The message text in the preview is only an example.

Payment instructions

The payment instructions tell your customers how to pay. The agent uses this default text for every invoice that has no payment instructions of its own, and translates it into the customer's language.

1. In Payment instructions, enter your default text (up to 2,000 characters). For example: You can pay the invoice here: {payment_link}

2. Add the placeholder {payment_link} where the payment link should appear. Type it exactly like this, or click on Insert payment link. Frisbii replaces the placeholder with the customer's personal payment link for the invoice.

3. Check the text under Preview. It updates while you type.

4. Click on Save payment instructions.

Now that you have successfully set up your collections agent, find helpful tips on how to efficiently use your agent: Work with collection cases