Escalations is now live in Adfin's Enhanced credit control. When reminders stop working, it gives every very overdue invoice a clear next step, in a process you control.
Some customers ignore reminders. The same overdue notice goes out every few days, nothing changes, and there is no defined end point. Cash stays tied up in invoices that need firmer action.
That is the gap Escalations is designed to close. It helps businesses unlock cash flow by giving very overdue invoices a clear next step. It supports our mission: we want to help the world build better businesses.
What's new
Escalations is a new feature in Enhanced credit control. When reminders stop moving an invoice, it takes the invoice through firmer stages, firm but fair:
- Escalated notice: a firmer email, sent from your connected mailbox.
- Payment plan offer: a way for the customer to settle in instalments.
- AI phone call: a call that reminds the customer about the overdue invoice and can send a secure payment link. Available to UK businesses.
- Final notice: a formal notice that the biller may take further steps.
- Handover: the invoice is passed to our partner, or comes back to you.
The phone call is placed by an AI agent and is never presented as a human. It does not change amounts, offer discounts, agree terms or take card or bank details.
What happens at handover?
You choose whether to take further steps. If you and your customer are in England or Wales, the invoice can be passed to our partner, a regulated law firm, who will send a letter before action and start proceedings on a claim to recover the payment.
Otherwise, the invoice comes back to you marked “At risk · Handed over”, with a task.
Find out more about our partner, Garfield.
How it works
Setup takes a few steps:
- Connect an email in Adfin. Escalation emails send from it.
- Open a collection agent and turn on Escalations in the skills section.
- Set when it starts. The minimum is 14 days after the due date.
- Set the gap before each later stage: 3, 5 or 7 days.
- Optionally, set a minimum amount due.
- Choose your stages. For the AI call you can add custom instructions and run a test call.
- Edit the default email templates and save.
Here is an example. Start at 21 days with 7-day gaps, and the schedule runs like this:
- Escalated notice: day 21
- Payment plan offer: day 28
- AI phone call: day 35
- Final notice: day 42
- Handover: day 49
If some invoices are already past the trigger when you switch it on, a prompt asks whether to escalate them now.
You stay in control
You choose the start day, the gaps, the stages and the wording. You can turn Escalations off for a single customer in the customer's Agent tab. It is not available per invoice, so pause the invoice instead.
If a customer pays part-way through, escalation ends and the Escalated status clears. If one customer has several invoices reaching the same stage on the same day, they are combined into one email.
Who it's for
Escalations suits any biller with very overdue invoices and a collection agent. That includes mid-market firms, MSPs, recruitment businesses, agencies, consultancies, accountants and bookkeepers, and SMBs. It helps most where reminders are being ignored by certain customers and you need a defined next step. Account managers, credit-control staff, owners and finance leads can all use it.
A connected mailbox is required. Escalations works on On Demand invoices only.
Pricing and availability
Escalations is included in Enhanced credit control, with no pricing change. It is not included in the free tier, which offers multi-step reminders that you define by hand.
Next step
It's live now. If you are on Enhanced credit control, turn on Escalations in the skills section of a collection agent. The help article walks through the setup with screenshots, and if you'd like to see it working with your own invoices, book a demo.
