Configure outreach policy

In Settings → Reminder settings, open Outreach policy as a firm Admin. Review the current version before editing.

1. Choose the available channels and whether before-due reminders are allowed.
2. Set the minimum balance, maximum weekly contacts per invoice, and the allowed contact window in your firm’s time zone.
3. Review the reminder sequence and tone for each step. Add an approved call script if human calls are enabled.
4. Select Review and activate to compare the draft with the active policy. Confirm only after checking the changes with the firm.

Activating a policy updates the time zone used for due-date and aging checks. Existing approvals that are invalidated need another review. Delivery still requires an enabled channel, an eligible invoice, and the corresponding approval.

Use Policy history to review past versions. Restore to draft lets you review an earlier version before deciding whether to activate it.

Exceptions for individual invoices

In the invoice’s follow-up area, add a hold reason, snooze an item, or apply the available do-not-call or review controls. Use an internal note to give the next reviewer the context. Follow the firm’s approved contact rules for disputes, opt-outs, wrong numbers, and reported payments.