Customer agents let you automate payment reminders and credit control, personalised to how each of your customers pays. You can use them with On Demand payments (bank payments, card, Apple Pay, Google Pay) and Auto Collect payments (direct debit).
If you're an existing Adfin user, your workflows have automatically been migrated to customer agents. Here's what you need to know. There is no immediate impact or changes to how you collect - we’ve brought everything over like for like, so existing and new invoices will be collected in the same way as before.
Your existing workflows have become customer agents
Your reminder steps, custom messages, and settings have all been preserved and carried across automatically.
Your existing customers have been assigned to an agent based on their previous workflow configuration. Newly created invoices will be imported and sent out the same as before
Key changes to be aware of
Customer agents live in the new Customer agents tab in the sidebar. This replaces workflow settings.
Customers that had On Demand as their default workflow will be moved to an Agent that uses On Demand as its preferred collection method.
Customers that had Auto Collect as their default workflow will be moved to an Agent that uses Auto Collect as its preferred collection method.
If you use branding themes (Xero) or invoice terms (QuickBooks) to control payment collection methods we have reconfigured this for you as part of Overrides. In the future you’ll be able to set other override rules too and rank them in priority order.
You can now encourage Auto Collect uptake from inside your agent, and fall back to On Demand for customers where the direct debit has failed multiple times. If you'd rather rule out direct debit entirely for a particular agent, toggle on Never use Auto Collect.
Skills - including late fees, payment limits, partial payments, surcharging and statements - are now managed at the agent level rather than in Settings. This lets you apply different rules to different customer groups.
You can still change the payment collection method for a one-off invoice by clicking on it in the customer drawer.
New features available with customer agents
Customer agents come with new tools to help you get paid faster and cut the manual work around it. For a full walkthrough of agent configuration, see How to get paid with customer agents.
Where you see the enhanced badge next to a feature, it carries an additional charge, applied whenever a payment using that agent is collected. You can find pricing details here.
Personalised chasing automatically selects the most effective reminder sequence for each client based on channel and timing. It's trained on your clients' payment history. New clients start on a standard sequence that adapts as payments come in. Works best paired with email and adaptive templates. When turned on, you can set boundaries you're comfortable with: minimum time between reminders, preferred channels, and custom instructions for the agent (e.g. 'use a friendlier tone for a first-time late payer'). Learn more in Personalised chasing with customer agents.
Late fees automatically apply interest and a fixed charge to overdue invoices. The interest is calculated daily and goes to you; the fixed fee goes to Adfin. Late fee rates are governed by UK law and cannot be increased or decreased. When paid, reconciliation back into your accounting software is automated. Learn more here.
What's coming next
Routing rules to automatically assign new customers to agents. You'll be able to define which data source a rule applies to (e.g. Xero-created invoices only, or all created invoices), the conditions of the rule (e.g. tags include 'Historic Trusted Client'), and which agent to route to. We'll also suggest reassignments for your existing book.
Internal approvals, adding a human checkpoint before an agent takes an important action.