Use the Receivables Collections agent

Overview

The Collections agent helps you manage overdue invoices by organizing collection cases and drafting email responses.

Each case combines a customer's overdue invoices and collection email history in one place.

Complete onboarding and send invoices before using collections.

Connect a collections inbox

Open Collections cases, select a case, then select Reply. In the collection-case composer, open Collections inbox settings in either of these ways:

Under Email inbox connection, connect an inbox and allow Ramp to read collection-related messages and send collection messages. Gmail and Outlook are available. You can enable, disable, or grant the required access to a connected inbox.

If connection fails, Ramp shows Failed to connect inbox. If the connection response is missing required inbox information, Ramp shows Missing connected inbox information. Try connecting your inbox again.

Review collection cases

Ramp checks overdue invoices daily. It groups open invoices with a positive past-due balance by customer, then creates or updates one active collection case for that customer. The Collections cases table includes the customer, status, overdue invoice count, outstanding balance, days overdue, and last update.

Cases are grouped under Needs attention or Waiting on customer. The current Collections page does not use Needs review as a case status. Select the overdue invoice count to open invoices filtered to that customer and overdue status.

If an overdue invoice was settled outside Ramp, check the requirements and irreversible steps for marking it as paid off Ramp to stop treating it as overdue without creating another payment record.

The default AR Collections Policy prepares drafts when an invoice is 3, 10, 17, 24, and 31 days overdue. It stops preparing drafts after the fifth notice so your team can handle the case. Your business can edit this policy, so the timing you see may differ.

Reply to a collection case

Open a case and choose Reply. The composer supports sender, recipient, CC, BCC, subject, message, and attachments. Select Generate response for an AI draft, then review and edit the message before selecting Send.

Ramp may show these errors:

Pause or resume a collection case

Open a case and select Pause case to stop the active collection workflow for that case. Select Resume case when collection activity should continue.

Pausing a case suppresses new collection drafts until the case resumes.

The case detail page displays Case closed for closed cases. Closed cases are not included in the active or paused collections lists.

Record a promise to pay

Open a case and select Record promise to pay. Select at least one available invoice, enter a date of today or later, and enter an amount greater than zero.

Ramp pauses the collection sequence when you record a promise to pay.

Distinguish invoice reminders from collection drafts

Invoice reminders are separate from Collections agent drafts. When enabled for an open invoice, Ramp automatically sends reminders 7 days and 1 day before the due date. These reminders do not wait for review in the Collections case.

You can use Pause reminders or Enable reminder emails on an open invoice. For other invoice actions, see Create and send invoices.

Frequently asked questions

Does Ramp read my entire connected inbox?

No. Ramp scans matching collection emails and uses messages from the relevant provider thread to help draft responses. You can disable a connected inbox from Collections inbox settings.

Does the Collections agent send email automatically?

No. The Collections agent creates a draft for your review. Open the case, select Reply, review or edit the generated message, then select Send. There is no separate approve-or-reject step in the current experience, and Ramp does not send the draft before you select Send.

How do I change collection rules?

From Collections cases, select View policy. Use Collections policy to configure reminder timing, dispute handling, escalation guidance, and tone. Ramp creates a default AR Collections Policy when you enable the product.