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Customer Statuses — meaning and transitions

The 8 Statuses​

Inactive​

When: The customer was just created and has no schedule assigned yet.

What happens: No reminders are sent. The customer is waiting to be assigned to a schedule.

Recommended action: Assign a schedule to start collection.

On Track​

When: A schedule is assigned and the due date has not yet passed.

What happens: Reminders are sent automatically according to the schedule timeline (before-due stages).

Possible transitions:

  • → Overdue: if the due date has passed (automatic, nightly check at midnight)
  • → Paid: if a full payment is recorded
  • → Inactive: if the schedule is manually unassigned

Overdue​

When: The due date has passed and the balance is not settled.

What happens: Reminders continue to be sent (after-due stages). The customer has passed their payment deadline.

Triggered by: Nightly automated check at midnight (Toronto time) — the day after the due date.

Possible transitions:

  • → Stopped (no follow-up): if all schedule reminders are exhausted (automatic, nightly check)
  • → Paid: if a full payment is recorded

When: The total amount paid is greater than or equal to the amount due.

What happens:

  • All ongoing reminders stop immediately
  • A thank-you message can be sent (if configured in the schedule — Paid stage)

Triggered by:

  • Manual payment recorded
  • Automatic approval via AI reconciliation
  • Manual approval in the review queue

Note: If the payment is partial (remaining balance > 0), status stays On Track.

Stopped (no follow-up)​

When: All enabled stages of all active schedules have been exhausted.

What happens:

  • No more reminders are sent
  • No automated communication is running
  • The customer is waiting for a manual decision

Triggered by: Nightly automated check at midnight (Toronto time) — automatic.

Recommended action: Create a settlement offer (status will automatically change to In Settlement) or refer to collections.

In Settlement​

When: A settlement offer has been created and a settlement sequence is actively sending messages.

What happens:

  • Settlement sequence messages are sent automatically
  • The customer receives the offer (reduced amount) with a deadline to pay

Triggered by: Creating a settlement offer (manual or bulk).

Possible transitions:

  • → Paid: if payment is received
  • → Lost: if the offer expires without payment or the settlement sequence is exhausted

Lost​

When: The settlement offer has expired without any payment received.

What happens:

  • No more automatic sends
  • The account is considered uncollectable
  • The customer appears in the "Lost Customers" badge on the dashboard

Triggered by: Nightly automated check — automatic, if the expiry date has passed and no payment was received.

Recommended action:

  • Evaluate whether the account should be referred to an external agency
  • Or reset the cycle if a new agreement is possible

When: The customer's account is in litigation, court proceedings, or requires a complete communication halt.

What happens:

  • All automated communication is blocked — no emails or SMS will be sent
  • The customer is removed from all ongoing automations
  • Assigned schedules remain in place but are ignored

Triggered by: Manual change only — this status can only be applied by a user.

Recommended action: Upload relevant legal documents to the customer's Documents section for reference.

Important: No exceptions — as long as the status is Legal, absolutely no automated messages will be sent.

Change a Status Manually​

In the customer table, the status dropdown shows all statuses, but only some are manually selectable:

StatusSelectable?Reason
On Track✓Reactivates the customer in the reminder cycle
Paid✓Special cases (cash payment, etc.) — does not record an actual payment
Lost✓Marks the account as unrecoverable
Legal✓Blocks all communication
Overdue✗Managed automatically by the nightly check
Stopped✗Managed automatically when reminders are exhausted
In Settlement✗Activated automatically by creating a settlement offer

Auto-managed statuses are shown greyed out with an explanatory tooltip.

Filter by Status​

In the customer list, use the status filter to display only customers in a specific status. Useful for:

  • Finding all Stopped (no follow-up) customers to create bulk settlement offers
  • Viewing In Settlement customers to track ongoing offers
  • Identifying Lost customers for evaluation
  • Listing Paid customers for accounting reconciliation