Drafts of reminders and collections messages

In a leasing company, collections run in stages: a reminder after a few days of delay, a second letter with late-payment interest, an offer to agree a payment schedule, a warning about contract termination and, finally, the decision on referral to the Experian debtor register. Every morning the specialist opens the overdue report in Soft4Leasing or Business Central, writes a letter to each customer in Outlook according to the stage, enters the amounts and dates and adds the contract number. When hundreds are overdue, some reminders go out a day late, the tone differs depending on who wrote them, and a customer who has already agreed something with the account manager or has a dispute sometimes gets an automated warning and calls in outrage.

A Copilot Studio agent in your Microsoft 365 tenant receives the list of overdue payments from Soft4Leasing or Business Central every morning through a Power Automate flow: contract, days overdue, amount, late-payment interest, stage and earlier communication. Following your stage procedures and approved tone examples, the agent prepares a draft letter or SMS for each customer in the customer's language, with the correct amounts and dates. Before that, the flow separates sensitive cases: customers with an open dispute, a payment arrangement, flagged as vulnerable or handed over to lawyers get no draft, and the specialist receives a separate list. The collections specialist reviews the drafts in Teams, corrects them and approves sending one by one or in groups. Only then do the letters go out via Outlook or the SMS gateway, and a copy and the approval are recorded against the contract in Business Central and in the log in line with GDPR. The decision on referral to Experian is made by a person only: the agent neither suggests nor initiates it. We connect to Soft4Leasing through the Business Central API, a file export or an e-mail flow, depending on the version.