--- title: "Troubleshoot the Collections Agent" slug: "troubleshoot-the-collections-agent" description: "Troubleshoot agent issues using the Timeline, Decisions, Conversations, and Transactions tabs to resolve emails, payments, cases, and customer replies." updated: 2026-10-23T14:14:26Z published: 2026-10-23T14:14:26Z canonical: "help.frisbii.com/troubleshoot-the-collections-agent" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.frisbii.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot the Collections Agent ## Overview This article helps you find out what happened when the Collections Agent doesn't behave as expected, and what you can do about it. Most questions can be answered by looking at the case itself. As a rule of thumb: check the **Timeline** for what happened, the **Decisions** tab for why it happened, the **Conversations** tab for what the customer received, and the **Transactions** tab for anything related to payments. **Note** For an overview of the case tabs and the actions you can take on a case, see [Work with collection cases](/docs/work-with-collection-cases). --- ## The agent doesn't send any emails Check the following: 1. Go to **Configuration → Template setup** and make sure an AI disclosure text is saved. Without it, the agent doesn't send any emails. 2. Go to **Configuration → Policy** and make sure **Collections agent enabled** is switched on. 3. Make sure a policy and a guidance are saved. The agent only starts working once both exist. 4. Check whether **Create new cases as pending** is switched on. If it is, cases wait until someone hands them over. 5. Open an affected case and check the **Decisions** tab. It shows whether the agent decided to wait, for example because the **Minimum hours between contacts** haven't passed yet. --- ## A case doesn't move forward 1. Open the case and check who owns it. If someone on your team has taken it over, the agent doesn't act until the case is handed back. 2. Check the case status. Cases that wait for human review stay there until a person acts on them, for example because the amount is above your **Human review threshold**. Suppressed cases stay suppressed, and the agent doesn't work on them again. 3. Check the **Decisions** tab. If the agent decided to wait, the decision shows until when, for example until a promised payment date. 4. If you want the agent to act now, click on **Re-evaluate now**. --- ## A customer says they didn't receive an email 1. Open the case and go to the **Conversations** tab. 2. Check the delivery status of the email. If the email bounced or wasn't delivered, check the customer's email address in Frisbii. 3. If the email was delivered, ask the customer to check their spam folder. --- ## The agent handed a case to my team unexpectedly 1. Open the case and go to the **Decisions** tab. 2. Read the reason for the decision. Common reasons are: the amount is above your **Human review threshold**, the customer asked for a date beyond **Maximum promise-to-pay days**, the customer has used up the **Maximum number of promises**, or the customer's reply needed a person, such as a dispute. 3. If the decision doesn't fit your business, adjust the policy or guidance. Then hand the case back with a note, or handle it yourself. --- ## The customer paid, but the case is still open 1. Open the case and go to the **Transactions** tab to see whether a successful payment is recorded. 2. If the customer paid outside Frisbii, for example by bank transfer, make sure the payment is registered on the invoice in Frisbii. As soon as the invoice is settled, the case closes automatically and the agent stops contacting the customer. --- ## A payment failed and I don't know why Open the case and go to the **Transactions** tab. It shows each payment attempt and, for failed attempts, the reason, for example an expired card or insufficient funds. --- ## Emails don't contain a payment link 1. Go to **Configuration → Template setup** and check that default payment instructions are saved and contain the placeholder `{payment_link}`. 2. Open the case and check whether the invoice has a payment link. If an invoice has no payment link, text containing the placeholder isn't sent for that invoice. --- ## The tone or timing of the emails doesn't fit 1. Open a few cases and read the emails in the **Conversations** tab and the reasons in the **Decisions** tab. 2. Go to **Configuration → Guidance** and describe more precisely what you expect, for example the wording of the first reminder or the number of days between reminders. 3. Click on **Save guidance**. --- ## The agent didn't reply to a customer's message 1. Open the case and check the **Decisions** tab. 2. If the customer's message was an automatic reply, such as an out-of-office message, the agent ignores it on purpose. 3. If the customer only wrote a short neutral reply, such as "Thanks", the agent may decide to wait instead of replying. 4. If the case was taken over by someone on your team, the agent doesn't reply until the case is handed back. --- ## If the issue persists **Note** If you can't solve a problem with the information on the case, contact Frisbii Support and include the case link, so that we can look at the same data you see.