Setting Up DelinquencyAI

Follow the steps in this guide to configure DelinquencyAI Settings. 

Complete setup ensures that your AI Assistant shares accurate information with residents and hands off conversations when needed. 

Settings Permissions

The following permissions are required to update DelinquencyAI Settings.

Update permissions in your AI Portal's Users > Manage Users page. See the Set Up and Invite Users article for instructions.

Access Delinquency Settings

To access Delinquency Settings:

1. Click Onboarding in your AI Portal's left sidebar.
2. Click Launch Status in the onboarding dropdown menu. This opens your organization's Launch Status Page.
3. Locate a row that displays a community's DelinquencyAI product. These rows list Collections in the Product column. 
4. Communities with incomplete Delinquency setup display a red + Setup button in their Settings column.  
5. Click a red + Setup button to open a community's Delinquency settings page. 

Organization and Community Settings

You can adjust delinquency settings for your whole organization or for individual communities.  

To adjust delinquency settings for your whole organization, select Default Settings in the page's left sidebar. 

To adjust delinquency settings for a specific community, select the community in the left sidebar.

You must fill out required delinquency settings for each community to ensure the best possible performance from your AI Assistant. A Red Icon appears next to communities with incomplete settings. 

Each community automatically inherits your organization-wide delinquency settings. 

Click Customize on a community's settings panel to create an override for that community.

Click Reset to Default to revert a setting to your org-wide default.

Configure Delinquency Settings

You can configure two types of settings on the Delinquency settings page: 

• Required Settings: Please fill in required settings for all your communities to ensure accurate communication from your AI Assistant.
• Optional Settings: Includes late fees, blackout days, and former resident collections.

To save a settings update, click Save at the bottom of the page. Or, click Discard to remove the update.

Required Settings

Payment Link

Enter the URL for your payment portal or website where residents can pay their balance. Avoid including marketing source tracking in the URL

Rent Due Day

Enter the day of the month when rent is due. This helps determine the outreach sent by your AI Assistant on a given day of the month.

This setting may not be visible for your organization if your rent due day is the first of the month. In this case, please submit a ticket to change this setting.

Eviction Notice Day

Enter the day of the month when you start to post Eviction Notices or Notices to Quit

Submit a Ticket to set an Eviction Notice Day more than 31 days past the 1st of the month.

Optional Settings

Eviction Filing Day

This setting offers two modes: 

Eviction Filing Days After Notice Posted (Recommended): 

• Enter the number of days after the notice day on which you may file evictions. 
• On this day, the AI hands off an Eviction Risk Task for residents who still owe rent. 
• Note that this day may extend into the following month.

Eviction Filing Day (Community-Level Only): Click Switch to "Eviction Filing Day" to access this sitting.

• Enter the day of the month on which you may file evictions.

• On this day, the AI hands off an Eviction Risk Task for residents who still owe rent. 

   

Late Fees

Enter the late fee amount charged to residents on a specified day of the month.

• Click + Late Fee to add additional late fees.

• Check the Apply to specific lease dates box to apply the fee to leases that start or end within a specific date range.

Please note that this setting only determines fee information included in Delinquency Outreach. It does not determine actual fees charged to residents. Please configure fees in your PMS.

Blackout Days

Enter days of the month on which your AI Assistant cannot proactively reach out or send follow-up messages to residents.

• Click + Blackout Day to create additional blackout days.
• Your AI Assistant can still respond to any messages sent by residents on Blackout Days.

Former Resident Collections

You can enable AI Assistant follow-ups to former residents with outstanding balances. 

NOTE: Check with your organization leaders before enabling former resident collections. Local regulations may apply. 

You may turn on former resident collections by checking the box next to "Contact Former Residents?" Then, you can fill in two required days. 

• Start communications: The number of days after move-out your AI Assistant waits before sending payment reminders to former residents. This is often the length of time it takes your accounting team to finalize move-out statements.

• Stop communications: The number of days after move-out your AI Assistant waits before it stops sending payment reminders to former residents. This is often shortly before you send a resident to a collections agency, or 120 days (due to regulations), depending on which day comes first. 

By default, your AI Assistant follows up with former residents every three days. Please submit a ticket if you wish to change this.

Certified Fund Methods

Enter the guaranteed payment types accepted from residents. Certified fund types are the methods of payment allowable in the case of NSFs or otherwise bounced payments etc.

• Click on the field to add payment options.
• Click the X on a payment option to remove it from the list.

Allow Partial Payments

Check the box to allow partial payments from residents.

When checked, your AI Assistant:

• Accepts promises for partial payments 
• Encourages residents to make payments that are less than their full outstanding balance

When unchecked, your AI Assistant does not accept partial payments.

Small Balance Threshold 

Enter the minimum outstanding balance required for EliseAI delinquency outreach. If a resident's balance falls below this threshold, your AI Assistant does not send payment reminders.

Promise to Pay

Outbound Calling

Check the box to allow AI outbound calls to residents who have not been responsive to text or email outreach.

Calendar Preview

All dates you enter on the Delinquency Settings page appear on the calendar at the bottom of the page. You cannot edit this calendar directly. Instead, you can change a date by updating its respective settings.