Connection

Written by Uday Kumar Updated

Overview

The Connection step is the first stage in configuring a SmartCustomer instance for AR Collections. In this step, you connect your organization’s core systems so SmartCustomer can read AR data from your system of record and send dunning (payment reminder and statement) emails from your shared AR mailbox.

Figure 1: Connection Step in SmartCustomer Configuration (AR Collections)

What You Do in the Connection Step

• Connect Your ERP System

Select and authorize the ERP platform (e.g., Workday) to be integrated with SmartCustomer. This connection allows SmartCustomer to:

  • Access AR data needed for collections, including:

    • Customers.

    • Invoices (open and recently closed).

    • Payments.

    • Credit memos.

    • Entities/companies and currencies.

  • Keep invoice balances and statuses in AR Collections aligned with your system of record.

• Connect Your AR Collections Mailbox

Link your organization’s shared AR Collections mailbox (for example, a Microsoft 365 or Google Workspace mailbox). This mailbox is used by SmartCustomer to:

  • Send AR Collections emails, such as:

    • Payment reminders.

    • Consolidated statements that summarize open invoices.

  • Receive customer replies to those emails, so your AR team (and, if enabled, the AI Agent/AR Helpdesk) can:

    • Review responses.

    • Answer questions.

    • Track follow-up actions.

• Verify Connections

The system displays the connection status for both the ERP and the mailbox. Confirm that both are connected successfully before you continue to the Settings step.

  • A successful ERP connection ensures AR Collections has access to accurate customer, invoice, and payment data.

  • A successful mailbox connection ensures AR Collections can send and receive dunning emails using the correct address.

Mailbox and ERP Configuration Restrictions

Important:

  • Each SmartCustomer instance must be mapped to a single ERP system and a single AR mailbox.

  • An AR Collections mailbox can be configured for only one SmartCustomer instance at a time.

  • If you need to reassign a mailbox to a different SmartCustomer instance or ERP, you must first stop the existing instance. Stopping an instance removes its prior configuration and automation history for that mailbox.

SmartCustomer enforces these restrictions during the configuration process. Only eligible mailboxes (not already assigned to another SmartCustomer instance) are available for selection. This helps:

  • Maintain data integrity between AR Collections and your ERP.

  • Prevent duplicate sending or processing of collections emails from the same mailbox.

  • Preserve clear audit trails for AR automation.

Key Points

  • Both the ERP and AR Collections mailbox connections are required to enable full AR Collections automation.

  • If you encounter connection errors:

    • Follow the on-screen troubleshooting guidance, or

    • Contact your system administrator.

  • You can click Cancel at any time to exit the configuration process.

Tip:
Connecting your ERP and AR Collections mailbox at this stage ensures that all subsequent AR Collections configuration (dunning rules, templates, classifications, and hierarchy options) has access to the necessary data and communication channels for managing overdue invoices.