Customer Details
When you click a Customer Name in the Customers tab of AR Collections (SmartCustomer), the Customer Details page opens. This view displays comprehensive customer information across multiple sections, helping you investigate and review customer attributes and AR Collections activity.
Available Actions
At the top of the Customer page, you can manage Classification, Enrollment toggles, and quickly navigate to related views.
Figure 1. Customer header – Classification, Enrollment, and navigation
1. Classification
Label: Classification
Current value shown as a clickable link (for example, Regular Account).
When you click the value, a dropdown opens with available classifications (for example, Key Account, Regular Account).
What Classification does
Defines the AR Collections segment for this customer.
Controls which dunning schedule and Notification templates the AI Agent uses.
Works together with AR Collections enrollment:
If the customer is enrolled, the selected classification directly drives AR Collections automation.
If not enrolled, the classification is stored, but no dunning emails are sent.
How to change Classification
Click the current classification value (for example, Regular Account).
In the dropdown, select the new value (for example, Key Account).
Click Save to apply the change.
2. Enrollment – AR Collections and AR Helpdesk
Next to Enrollment, you see two independent toggles:
AR Collections toggle
AR Helpdesk toggle
Each toggle controls whether that automation skill is active for this customer.
AR Collections toggle
When ON:
The customer is enrolled in AR Collections.
The AI Agent:
Evaluates invoices and balances against AR Collections Classification and Notification rules.
Sends dunning emails based on configured templates.
Updates notes and activity related to collections workflows.
When OFF:
AR Collections automation is disabled for this customer.
The AI Agent does not send automated dunning emails.
The customer still appears in lists and dashboards, but follow‑up is manual.
AR Helpdesk toggle
When ON, the customer is enrolled in the AR Helpdesk automation (e.g., AP/AR email triage and case handling).
When OFF, AR Helpdesk automation does not process emails for this customer.
How to update Enrollment
Use the AR Collections and AR Helpdesk toggles to turn each skill ON or OFF as needed.
Click Save to apply the enrollment changes.
Note: Changes to Classification and the AR Collections toggle work together:
To have AR Collections automation, ensure the customer has an appropriate Classification and the AR Collections toggle is ON.
3. Save
The Save button applies any changes made in this header section, including:
Classification updates
AR Collections and AR Helpdesk toggle changes
Changes are not applied until you click Save.
4. Customer‑level Navigation Links
To the right of the Save button, the following links let you navigate across related customer views while staying on the same customer:
Customer Emails – Opens the customer’s email view.
Invoices – Opens the Invoices view filtered for this customer.
Payments – Shows payments associated with this customer.
Credit Memos – Shows credit memos for this customer.
Disputes – Shows disputes associated with this customer.
Click any link to switch context; the customer selection, classification, and enrollment remain the same.
Figure 2. Navigation links – Customer Emails, Invoices, Payments, Credit Memos, Disputes
Viewing Customer Standard and Extended Fields
When viewing a customer profile in SmartCustomer, the Customer Details section provides a comprehensive view for quick access and record‑keeping.
Standard Fields
Typical standard fields include:
Table 1. Standard Fields
| Field | Definition |
|---|---|
| Customer Name | The display name of the customer as maintained in your ERP or source system. |
| Customer ID | The unique ERP identifier assigned to the customer for system integration and reference. |
| Customer Hierarchy | Indicates if the customer is part of a parent/child relationship or hierarchy structure. Displays [None] if not defined. |
| Status | The current status of the customer record in SmartCustomer (for example, Active or Inactive). |
| Customer Contacts | The primary email addresses used for AR, remittance, and collections communications with this customer. |
| All Invoice Contacts | The set of email addresses designated to receive invoice-related communications for this customer. |
| Collections Agent | The collections agent assigned to this customer account, responsible for AR follow‑up activities. Displays -- if not assigned. |
| Sales Agent | The sales representative or account executive assigned to this customer. Displays -- if not assigned. |
| Collections Manager | The manager overseeing collections activities for this customer. Displays -- if not assigned. |
| CSM | The Customer Success Manager assigned to this customer, if applicable. Displays -- if not assigned. |
| Disputes Count | The number of currently open disputes for this customer. |
| Open Invoices | The number of invoices that are currently open (unpaid or partially paid) for this customer. |
| Delegated to Auditoria | Indicates whether this customer’s collections workflows are delegated to Auditoria for automation (Yes/No). |
| Tags | Tags or labels applied to this customer for segmentation, prioritization, or workflow purposes. Displays [None] if not set. |
| Dunning Classification | The AR Collections classification for dunning processes as assigned to this customer. |
| Invoice Submission | The preferred method for submitting invoices to this customer (for example, over email, via portal, etc.). |
| Dunning Group | Indicates the dunning group assigned to this customer as an extended field, if set. |
Extended Fields
Any additional custom fields exposed for your organization.
If no custom attributes exist, No Extended Fields appears on the right side of this panel.
Figure 3. Customer Details panel displaying Standard and Extended Fields
Tip: Use the Customer Details panel to better understand customer attributes before investigating invoices, disputes, exceptions, and customer‑specific context.
Note: Field values may vary depending on your organization’s configuration and the data returned from your ERP.
AR Aging and Balance Summary
The AR Aging section on the customer details page provides a snapshot of outstanding receivables and unapplied amounts for this customer, typically by entity.
Key elements
Entity Selector (AR Aging) – Dropdown that scopes the aging and balances to a specific Entity.
Aging Chart and Buckets – Pie chart or similar visualization with buckets such as:
Current Balance
1–30 Days
31–60 Days
61–90 Days
90+ Days
Balance Summary – Totals such as:
Open Invoices
Unapplied Credit Memo
Unapplied Payments
Total Balance Net of Unapplied Amounts
Figure 4. AR Aging Chart and Balance Summary for the selected Entity
Tip: Use AR Aging to prioritize follow‑ups and collections activity on customers with higher or more overdue balances.
Note: Always verify the Entity selected in the dropdown before interpreting amounts.
Notes Section
The Notes section on the customer details page lets you view, search, add, and filter both system‑generated and user‑created notes.
How to Use Notes
Viewing Notes
All notes are listed in the Notes section.
Agent–generated notes
AI Agent or automation‑generated entries, typically by alerts or system activity.
User (manually) created notes
Human‑entered context, such as phone call summaries, customer promises, or internal comments.
Use the checkboxes (for example, Agent, User) to include or exclude each note type.
If there are no notes, “No Data To Display” is shown.
Figure 5. Notes section on the Customer page
Searching Notes
Use the search in notes bar to find notes by keyword.
Search runs across all notes currently visible under the selected note filters.
Filtering Notes
Click the filter icon next to the search bar.
Choose criteria such as Note created by, an operator (for example, Contains), and a value.
Click Apply to activate the filter.
Add multiple conditions as needed, or clear them to reset.
Adding Notes
Click the plus (+) icon to create a new User note (UI) if your permissions allow it.
Figure 6. Notes section with AI Agent/User filters, Search, and Add options
Figure 7. Notes filter dialog
Tip: Rely on AI Agent notes for an audit trail of automated actions, and User notes to capture discussions, exceptions, and internal customer‑specific context while resolving invoice issues.
Note: If you cannot add notes, you may not have the required permissions; contact your administrator.