Personalised chasing selects the channel, timing, and template for each customer automatically, based on what's worked for them before. Instead of running every customer through the same fixed sequence, Adfin learns from your customer’s payment history and adapts as it goes.

It's an enhanced feature, which means it carries an additional charge applied whenever a payment using the feature is collected.

How it works

Personalised chasing can be turned on at the customer agent level. When it is turned on for a customer agent, all reminders sent by that agent will be personalised.

Personalised chasing is optimised based on your customer’s past payments. For each customer it looks at which channels they've responded to, how quickly they tend to pay, and what kind of messages tend to land, and uses that to choose the next reminder.

New customers, where there's no history yet, start on a sensible standard sequence. As payments come in, the agent adapts that sequence to suit them.

You set the boundaries it has to work within, and it makes the decisions inside those boundaries.

When to use it

We typically see that personalised chasing delivers a stronger customer experience and gets more invoices paid on time than manual sequences.

Personalised chasing is an especially good fit if:

You've got a mixed customer base with different paying habits
You want to stop manually tuning reminder steps

Before you turn it on

Set up Connected emails. This allows the customer agent to send emails from your own email address.
Set up adaptive templates. Personalised chasing works best with adaptive templates which allow each message to be personalised to the customer in a way that looks like it was hand written by you.

The four controls

When personalised chasing is on, you'll see the On Demand personalised chasing options panel.

Minimum time between reminders

The maximum frequently you’d like your agent to contact a customer. Options are in calendar days, you can select: Any, 3 days, 5 days, 7 days, and 14 days. Pick the shortest interval you're comfortable with. The agent will only contact a customer that often if required.

Your agent won’t send reminders on weekends or bank holidays. Any reminder scheduled for those days will be sent on the next available working day.

Preferred communication channels

The channels the agent is allowed to use. My Email & WhatsApp is recommended at a minimum. Options:

Adfin email (an Adfin templated email, in your branding)
My email (sent from your own connected mailbox with adaptive templates)
SMS
WhatsApp

Adaptive templates

Adaptive templates are email templates you write once and Adfin uses to personalise across customers. Adfin automatically fills in details like the customer's name, invoice number, and amount due. You create and manage them in Settings → Adaptive Templates.

Personalised chasing uses adaptive templates for email reminders. You can pin one for messages before the due date and another for after the due date, or leave either open and let the agent pick from your published library at the time of sending.

A few practical notes:

Pinning is a hard pin. If you select a template for "before due", that exact template is used for every before-due email this agent sends.
Leaving a slot blank gives the agent free choice across all your published reminder templates.
Only templates tagged as Payment reminder and will appear in the personalised chasing dropdowns.

Custom instructions

Free-text guidance the agent uses as knowledge when deciding the best steps, timing, and template selection. Four presets to start from:

Proactive outreach. Stay in regular contact, gradually increase urgency.
Gentle reminders. Warm and patient, give customers room.
Professional. Clear, polished, business-appropriate.
New clients. Extra clarity and reassurance for customers unfamiliar with the process.

You can edit these or write your own from scratch (e.g. "Be more persistent with customers over 30 days overdue", "Use a friendly tone for first-time late payers.", "Be more forgiving with our forestry clients, they are are oldest partners")