Collections follow-up

Before you start

• Build your first app
• Start a workflow from another system with a webhook

You will build the recovery side of a lender. When a customer misses a payment, the lending system calls Beezr and a case opens. An agent works it, records what the customer promised, and Beezr watches the dates. A promise that is broken moves the case up a level. An outside agency can work cases assigned to it and nothing else. When the case ends, the outcome is written back to the lending system. Plan on a day.

1. Missed payment
2. Case opens
3. Promise to pay
4. Broken promise
5. Agency or legal
6. Outcome written back

What are we building?

Four modules, three workflows, one permission profile for agencies. The lending system stays where it is. Beezr holds the recovery work and tells the lending system how it ended.

Which modules and fields?

Module	Key fields	Notes
Collection Cases	Case number, Loan reference, Customer name, Amount overdue, Days past due, Status, Escalation level, Assigned agent, Assigned agency, Outcome	Status: Open, Promise Made, Broken Promise, With Agency, Legal, Resolved
Interactions	Case, Date time, Channel, Notes	Channel: Call, Visit, WhatsApp, Email
Promises	Case, Promised amount, Promise date, Status	Status: Open, Kept, Broken
Agencies	Name, Contact email, Active	Referenced by cases

Make Case, on Interactions and Promises, a relation to Collection Cases with the Relation button on each module’s Fields page. Assigned agent is a User field. Assigned agency is a relation to Agencies. Put Escalation level on the case as an Integer with a default of 0.

On the case record page, add related tabs for Interactions and Promises, so a new agent reads the whole history on one page. See Add related tabs. Handoffs lose history when it lives in different places. Here it stays on the case.

How does a missed payment open a case?

The lending system tells Beezr over HTTP. That is a webhook: a workflow that another system starts by calling a URL.

1. On Collection Cases, open Automation and choose New workflow. Name it Open case from lending system.
2. Under When should it run?, choose From a webhook.
3. Turn on Require an API key. The caller must send the key in the api-key header.
4. Create the key under Account settings › API Integration, and give it a name such as Lending system.
5. Add JSON parser. Choose The data the webhook sent. Under Its shape, list the fields the lending system sends: loan_reference, customer_name, amount_overdue, days_past_due.
6. Add Record manager. Choose Create, On which module? Collection Cases, and fill the fields from the parser’s result with Insert data. Set Status to Open.
7. Save, then open the workflow’s menu and choose Copy webhook URL. Give the URL and the key to the lending team.

○ ○ ○Beezr

×

From a webhook means another system calls a URL.
Require an API key makes the caller send api-key.
Send the result back posts the run result to a URL you choose.
Also run on a schedule adds times on top of the trigger.

The webhook replies at once with a status, ACCEPTED, and a run ID, and does the work in the background. A call can be refused with a reason:

Reply	Meaning
202	Accepted for processing
400	The workflow is turned off, or the ID is wrong
401	The key is missing or wrong

The JSON parser reads one JSON object. A field you list that is missing from the call comes through empty, and a number field that holds text fails the step. See Start a workflow from another system with a webhook.

How do agents record a promise?

An agent opens the case, adds an Interactions record for the call, and adds a Promises record with an amount and a date. A POST workflow on Promises, running when A record is created, does two things:

1. Record manager: Update Collection Cases, set Status to Promise Made. The update needs a key, because the case is a different module from Promises. Map the Case relation as the key.
2. Stop there. The date is watched by the daily check below.

How does a broken promise escalate?

Create a workflow on Promises named Check promises. Choose Adhoc as the trigger, then Also run on a schedule, Every day at 09:00.

1. Add Load data. Choose Promises. Rules: Status is Open and Promise date is before today. For the value of the date rule, use a Smart Script that returns today’s date, and test the list with Check before you trust it. Name the list overdue_promises.
2. Add Loop. Choose Each record in a list and pick overdue_promises.
3. Inside the loop, add Record manager: Update Promises, set Status to Broken.
4. Add another Record manager: Update Collection Cases, with the promise’s Case as the key, and set Status to Broken Promise and add 1 to Escalation level. Use parseInt around the token.
5. Add Send email to the team lead, naming the case.

A scheduled run has no starting record, so the Load data step does the finding. A Terminate inside a loop ends the whole workflow, not only the loop, and if one round fails the workflow stops at that round. Keep the steps in the loop small.

For a long daily queue, turn on Process in pages on the Loop. The list is then read page by page.

Add a Decision after the update: Escalation level greater than 2 sends the case on, setting Status to Legal and writing the legal team’s email. That is your escalation rule, and it is a setting you change in one place.

What does an agency see?

Create a profile named Agency under Account settings › Users & Security › Permissions.

1. Tick only the collections app. Set Create, Edit on Interactions and Promises, and Edit on Collection Cases.
2. On Collection Cases, open the Records column and choose Only records that match rules.
3. Add the rule Assigned agent is Me.
4. Leave Team records off and Full access off. Click Save profile.

○ ○ ○Beezr

×

Tick only the apps this group needs.
Records opens the rules for this module.
Full access skips the record rules. Keep it off for agencies.

Each agency user is a user in your workspace with a role that has this profile, and each case names one agent. The rule hides every other case from lists, counts, lookups and exports. A User field offers Me. To use Created by me or my team on another module, give that module a Created By field. Permissions load at sign-in, so a change reaches people at their next sign-in.

Tip from a Beezr Consultant

A field set to Hidden in a profile is removed from the forms that group sees. To keep information away from a group altogether, store it in a module that their profile does not include.

How does the outcome return to the lending system?

On Collection Cases, create a workflow that runs when A record is updated, After the record is saved (POST).

1. Add Decision: Status is Resolved or Legal.
2. On Yes, add REST API. Method POST, to the lending system’s outcome endpoint. Authenticate with an API key header. Send the loan reference, the outcome and the date in the JSON body.
3. Tick Send an idempotency key, so a retried call does not post twice. Set Retries so a short outage does not drop the outcome.

A workflow that updates a case can fire this workflow again, because record updates run the update workflows of the module. The Decision on Status is what stops a loop. See REST API.

○ ○ ○Beezr

×

Request holds the method and the address of the lending system’s endpoint.
Sign in offers None, Username + password, API key and Bearer token.
Send holds the JSON body. Insert data where it changes from run to run.

What can I change?

• Notify on WhatsApp. The Integration hub sends messages through a provider. See Connect an app.
• Legal handoff. A Create step makes a Legal Cases record that points to the case, so the lawyer opens the full history.
• Pull data on demand. A REST API step on an Adhoc workflow reads the loan’s schedule when an agent presses a button.
• Arabic. Agents and customers can each work in their language through Labels.

Where can I read the story?

The Solutions page follows one missed payment from the API call to the outcome: Collections.