Overview
SmartCustomer is the web console you use to configure and operate AR Collections. It is the central workspace where AR teams can:
Connect AR mailboxes and systems of record.
Monitor customers, invoices, payments, and credit memos.
Control how dunning (payment reminders and statements) runs across your portfolio.
This article explains how SmartCustomer is used specifically for AR Collections.
How SmartCustomer fits into AR Collections
For AR Collections, you use SmartCustomer to:
Configure the AR Collections SmartFlow
Select the system of record (for example, Workday).
Connect the AR Collections mailbox used to send and receive dunning emails.
Choose whether Dunning is at customer or invoice level.
Set hierarchy behavior for parent/child customers (management groups and facilities).
Define customer classifications (for example, Regular, Key Account).
Configure dunning cadences, templates, tables, and attachments.
Save and run the configuration.
Operate day-to-day collections
Use dashboards to see open AR, amount collected in a period, and dunning activity.
Review customer records, invoices, payments, and credit memos.
Check which dunning emails were sent and what they contained (including tables and statements).
Pause or resume dunning when needed (for example, during testing or data issues).
Work with related AR records and email
See how customers, invoices, and payments relate to each other.
View Dunning notes and in-console email per customer.
If AR Helpdesk is enabled, work with AI-driven tasks created from customer replies.
Key SmartCustomer areas used by AR Collections
SmartCustomer includes many pages and tools. For AR Collections, the main areas are:
SmartFlow Skills Management
Dashboard
Customers
Invoices, Payments, Credit Memos, and Disputes
Mailbox
Tasks (when AR Helpdesk is enabled)
Each section below describes how these areas are used.
1. SmartFlow Skills Management
The SmartFlow area is where you define how AR Collections behaves.
You use it to:
Turn AR Collections on or off for a tenant.
Choose:
The ERP / system of record connection (for example, Workday).
The AR Collections mailbox used for outbound and inbound dunning email.
Configure dunning mode and structure:
Customer-level vs invoice-level Dunning.
How parent and child customers are treated (consolidated vs separate).
Whether classifications are:
Managed directly in SmartCustomer, or
Sourced from a field in the ERP.
Configure dunning cadences and templates:
Days before or after invoice due date.
Days after invoice date (if required).
Consolidated dates (for example, last day of month or specific calendar days).
Email subjects, bodies, and variables.
Dunning tables (open invoices, unapplied credits, unapplied payments).
Attachments (invoice PDFs, statement PDFs, statement CSV).
Save the configuration and click Run so it applies.
Only users with admin-level roles (typically Super Admin and AR Collections Manager–equivalent roles) can change SmartFlow configuration.
2. Dashboard
The Dashboard is your summary view of AR Collections activity. It usually includes:
Collections activity
Open AR amount (sum of open invoice balances) per entity.
Amount collected in the selected period (based on invoices that moved from open to paid or partially paid).
New disputes detected (where applicable).
Dunning emails sent (often labeled as “invoices delivered over email”).
Notes added (often aligned with Dunning events).
AI/Smartbot activity (when AR Helpdesk is enabled)
Number of inbound AR inquiries received.
Number of inquiries the AI Agent responded to.
Breakdown by inquiry type (invoice copies, statements, disputes, etc.).
From the dashboard, you can:
Filter by entity or time period (where configured).
Export summary activity reports (where export icons are available).
The dashboard helps AR managers and leadership see the effect of AR Collections and monitor trends.
3. Customers
The Customers page gives you customer-level context for AR Collections.
You use it to:
View customer data
Customer name and identifiers.
Entity or company mappings.
Balances and open AR for each customer.
Parent/child hierarchy where applicable (for management groups and facilities).
Check AR Collections enrollment
See whether AR Collections is enabled for a customer.
For parent customers:
See how many children they have.
For child customers:
See which parent they belong to.
Manage enrollment and classification
Filter or search customers by:
Name.
Entity.
Enrollment status.
Classification.
Enroll or unenroll customers in AR Collections.
For hierarchies:
Enroll the parent and all relevant children for consolidated Dunning.
Apply or change classifications (for example, Regular vs Key Account).
AR Collections uses this data to:
Decide which customers are included in Dunning runs.
Determine which Dunning rules and templates to apply to each customer.
4. Invoices, Payments, Credit Memos, and Disputes
SmartCustomer includes separate pages for core AR records. AR Collections relies on these records to build accurate dunning emails and tables.
Invoices
The Invoices tab lets you:
View invoices synced from the ERP.
See:
Invoice date and due date.
Original amount.
Amount paid and remaining.
Status (open vs closed).
Any extended fields used for filtering or reporting.
AR Collections uses invoices to:
Evaluate Dunning cadences (for example, days past due).
Build the “open invoices” table in Dunning emails.
Payments
The Payments tab lets you:
See payments created in the ERP.
Check:
Which invoices were paid.
Which payments remain unapplied (or partially applied).
AR Collections uses this information to:
Reflect accurate “amount remaining” in invoices.
Optionally show unapplied payments in Dunning tables.
Credit Memos
The Credit Memos tab:
Shows invoice adjustments and credits.
Indicates which credits are applied vs unapplied.
AR Collections uses credit memos to:
Adjust open balances.
Optionally show unapplied credits in Dunning tables.
Disputes
The Disputes tab (if configured):
Shows disputed invoices or amounts.
Helps AR users understand which items should be excluded from normal collection efforts or require special handling.
These pages together give AR users full context when reviewing Dunning activity and following up with customers.
5. Mailbox
The Mailbox area shows emails in the AR Collections mailbox.
You use it to:
View outbound Dunning emails:
Confirm which emails were sent, to whom, and when.
View inbound customer replies:
See how customers responded to Dunning notices.
Check which emails and attachments are associated with particular customers or invoices.
From the mailbox, you can:
Open individual emails for details.
Use labels (where configured) to identify:
Dunning messages.
Customer responses needing attention.
Mailbox connection, access, and labels are configured at the platform level, but AR users use this view to understand the full email conversation with each customer.
6. Tasks (when AR Helpdesk is enabled)
If AR Helpdesk is turned on, you will also see Tasks in SmartCustomer. These tasks are typically created by the AI Agent in response to inbound AR emails.
For AR Collections, Tasks are useful when:
Customers reply to a Dunning email asking:
For an invoice copy.
For a statement.
About a short-pay or dispute.
The AI Agent:
Classifies the request.
Creates a review task.
Drafts a response for the AR team to review and send.
From the Tasks view, AR users can:
Filter tasks by status (New, Open, Done).
Assign tasks to themselves or teammates.
Open a task to:
See the original email and context.
Review or revise the draft reply.
Mark the task complete.
Tasks complement AR Collections by organizing follow-up actions that result from automated Dunning.