Summary: Override communication in workflows allows you to send different communication than what a workflow action specifies for a particular age bracket. For example, send a friendly reminder instead of a letter of demand to specific debtors. This gives you flexibility to customize communication on a per-debtor basis while keeping your workflow intact.

Fease > Debtors > Select Age Bracket > Select Debtors > Follow Up > Select communication > Crate & Send

What is Override Communication?

Override communication in workflows:

• 💬 Send different communication than the workflow specifies
• 💬 Allows case-by-case flexibility
• 💬 Bypasses the automatic workflow action for selected debtors
• 💬 Keeps your workflow intact (only affects specific debtors you choose)
• 💬 Useful for exceptions and special cases

Use case: Your workflow sends a Letter of Demand on Day 60. But for one debtor, you want to send a friendly reminder instead. Use override communication to send that reminder without disrupting the workflow.

How Workflow Communication Normally Works

Standard workflow behavior:

1. Debtor reaches specific age bracket (e.g., Day 60)
2. Workflow action triggers automatically
3. Specific communication is sent (defined in workflow)
4. Example: Day 60 action = Letter of Demand

With override communication:

1. Debtor reaches specific age bracket (e.g., Day 60)
2. YOU manually select debtors
3. YOU choose different communication
4. Override communication sent instead of workflow action
5. Workflow continues for other debtors as normal
   
6.  Debtor remains in original workflow, as per aging

When to Use Override Communication

Perfect for:

• 💡 Exceptions: One debtor needs special handling
• 💡 Relationship management: Send friendly reminder instead of demand
• 💡 Negotiations: Debtor is negotiating payment; send collaborative message
• 💡 Hardship cases: Family emergency; send compassionate message
• 💡 VIP/loyal accounts: Send courtesy reminder instead of harsh letter
• 💡 Recent payment: Partial payment received; send acknowledgment instead of demand
  
• 💡 New to Fease: Just starting to use Fease and would like to take a more friendly approach, rather than an aggressive start

Step-by-Step: How to Override Communication

Step 1: Navigate to Debtors

1. Go to Debtors and select Accounts 
2. You'll see a list of debtors organized by age bracket (on the left sidebar)

Step 2: Select the Age Bracket

1. On the left side, find the age bracket where communication will send
2. Example: "Day 60 - 89", "30+ Days Overdue", etc.
3. Click on that age bracket to filter debtors in that bracket

Step 3: Select Specific Debtors

1. From the filtered list, select the debtors you want to override
2. Use checkboxes or multi-select to choose one or multiple debtors
3. You can select as many as you want

Step 4: Click "Follow Up" (Top Menu)

1. At the top of the page, click Follow Up button
2. A new page or panel opens

Step 5: Select Different Communication Type

1. On the follow-up page, you'll see communication options
2. Select the communication type you want to send instead
3. Examples:
   • "Friendly Reminder" instead of "Letter of Demand"
4. Click Create & Send

Important: Understanding Communication Direction

🔙 You CAN send communication "backwards" (previous age brackets):

• Debtor is currently Day 60+
• You can send Day 30 communication, Day 15, or Day 0 communication
• Go "backwards" through aging stages
• Useful if you want to send softer communication to an older debtor

❌ You CANNOT send communication "forwards" (future age brackets):

• Debtor is currently Day 30
• You cannot send Day 60 communication (that's in the future)
• Cannot jump ahead in the aging workflow
• Must send communication that's already happened or current

Why? The system prevents skipping workflow stages. Debtors must follow the age bracket progression.

Override Communication Examples

Best Practices

• Document the reason: Add a note to the account explaining why you overrode communication
• Use strategically: Override for genuine exceptions; don't use for routine cases
• Go backwards thoughtfully: Sending older (softer) communication has a reason—make it count
• Keep workflow running: Override doesn't stop the workflow; it just changes that one send
• Monitor effectiveness: Track override outcomes to refine your override strategy
• Combine with notes: Add activity notes explaining the override decision

What Happens After Override?

After you override communication:

• ✅ Communication is sent immediately
• ✅ Workflow continues normally for future age brackets
• ✅ Debtors are always placed in the age bracket of the oldest debt

Important: Override is a one-time action. It only affects that specific send. Future workflow actions proceed as normal.

Troubleshooting

Q: I can't find the Follow Up button

A: Check: (1) Are debtors selected? (2) Is the age bracket selected on the left? (3) Are you in the Debtors section (not another view)? Follow Up button should appear at the top once debtors are selected.

Q: Some communication options are greyed out

A: You may be trying to select "future" communication (forward). Only communication from current and previous age brackets can be selected. If it's greyed out, it's not available for this debtor's current age bracket.

Q: Can I override multiple debtors at once with different communication?

A: No. When you select multiple debtors and click Follow Up, you choose ONE communication type that applies to all selected debtors. To send different communication to different debtors, do separate override actions.

Q: Does override stop the workflow?

A: No. Override only changes that one send. The workflow continues for future age brackets and for other debtors normally. It's a one-time exception.

Q: Can I undo an override?

A: Once sent, the communication is delivered. You cannot unsend it.