Role-Based Access Control (RBAC) for AR Collections

This article explains what different user roles can see and do in AR Collections. Use it to decide which permissions to grant to your AR, IT, and leadership teams.

Note: Exact role names in your environment may differ slightly (for example, you might use “AR Collections Manager” instead of “AR Helpdesk Manager”). The capabilities described here remain the same.

Roles in AR Collections

Typical roles used with AR Collections are:

• Super Admin

• AR Collections Manager

• AR Collections Analyst

You assign these roles in your user management settings.

Super Admin

Purpose: Owns configuration of AR Collections and technical connections.

What Super Admins can do

• System configuration

  • Connect and update ERP integrations (for example, Workday).

  • Connect and update the AR Collections mailbox.

  • View and troubleshoot sync status.

• User and role management

  • Add and remove users.

  • Assign and change roles.

• SmartFlow configuration

  • Create, edit, and (in non-production) delete SmartFlows for AR Collections.

  • Choose:

    • ERP and mailbox (per SmartFlow).

    • Customer-level vs invoice-level Dunning.

    • How parent and child customers are handled (hierarchy).

    • Whether classifications come from ERP or are managed in AR Collections.

  • Configure:

    • Dunning cadences (for example, 10/27/40/56/60 days past due).

    • Dunning email templates, dunning tables, and attachments.

  • Run SmartFlows so changes take effect.

When to assign Super Admin

• To 1–2 people in IT or finance operations who:

  • Understand your ERP and AR Collections setup.

  • Are responsible for global configuration and change control.

AR Collections Manager

Purpose: Operates AR Collections day to day and manages customers, enrollment, and content within the configuration defined by Super Admins.

What Managers can do

• View system status

  • See which ERP and mailbox are connected.

  • Review sync health (read-only).

• Use AR Collections dashboards and data

  • View:

    • Open AR and collections metrics.

    • Dunning volumes and activity.

  • Access:

    • Customers.

    • Invoices.

    • Payments.

    • Credit memos / adjustments.

    • Disputes (if available).

    • Internal documents (for example, W‑9s, bank details).

• Manage AR Collections enrollment

  • Enroll or unenroll customers in AR Collections.

  • For parent/child hierarchies:

    • Enroll the parent.

    • Enroll child customers that should be included in consolidated Dunning.

  • Change customer classifications (for example, Regular, Key Account) to use different cadences.

• Review and monitor Dunning

  • See which Dunning emails were sent for each customer.

  • Review:

    • Dunning notes on customer records.

    • Email content and tables for accuracy.

  • Check that statements and attachments are configured as expected.

• Control Dunning runs

  • Pause all Dunning (for example, during testing or data issues).

  • Resume Dunning when ready.

• AR Helpdesk and tasks (if used)

  • View and manage tasks created by the AI Agent for inbound AR email.

  • Assign or reassign tasks to analysts.

When to assign Manager

• To AR team leads who:

  • Own enrollment decisions for customers.

  • Maintain classifications and templates.

  • Monitor overall AR Collections performance.

AR Collections Analyst

Purpose: Works with customer accounts, Dunning history, and tasks, without changing system-wide configuration.

What Analysts can do

• Use AR Collections dashboards and data (read/write where appropriate)

  • View:

    • Customer balances and aging.

    • Invoices, payments, credit memos, and disputes.

  • Open customer records to:

    • See which Dunning emails were sent.

    • Review open items and remaining balances.

    • Add notes for calls, promises to pay, or special arrangements.

• Work with email and notes

  • Review Dunning emails in the in-console email view.

  • Reply to customers from the shared AR mailbox where permitted.

  • Add internal notes on customer or invoice records.

• Work AR Helpdesk tasks (if used)

  • See tasks created by the AI Agent (for example, invoice copy requests, statement requests).

  • Assign tasks to themselves.

  • Edit and send AI Agent–drafted replies.

  • Close or discard tasks when resolved.

What Analysts cannot do

• Change ERP or mailbox connections.

• Create, delete, or structurally change SmartFlows.

• Typically cannot bulk-enroll or bulk-change classifications for all customers (this is Manager-level in most setups).

When to assign Analyst

• To collectors and AR staff who:

  • Work directly with customers.

  • Need access to balances, history, and Dunning results.

  • Handle inbound AR email and tasks.

Table 1. Capability Summary by Role

*Exact permissions for Managers and Analysts can be adjusted during implementation to match your internal policies.