How to change collection playbook assignments

A play is a single collection action Thor can take for a customer. A play is an email or a call that fires when the account's aging matches a play in the assigned playbook. Aging is based on the account's oldest due invoice that has no dispute and no promise on it. Each play has a message template, and emails also have a subject line. Templates can include customer and invoice variables.

A playbook is a named cadence made of those plays, ordered by days past due. You manage playbooks on Collections → Playbooks.

Each customer is assigned one playbook. Thor uses that assignment to generate collection tasks for that customer. Changing the assignment leaves the playbook itself as it is. It only changes which cadence that customer follows.

Change a playbook for one customer

1. Open Collections in the left navigation, then go to the Customers tab. You can also open a customer from Monitoring.
2. Click the customer row to open Customer Details.
3. In Financial Information, use the Playbook dropdown.
4. Choose the playbook you want, or No playbook to remove the assignment.
5. Click Save. Thor confirms with "Customer playbook updated successfully."

Save stays disabled until the playbook or assigned user changes. Closing without saving discards the change.

The Customers table on the Collections dashboard shows each account's current playbook, so you can confirm the assignment after you save.

To take a customer off automatic collection emails, assign the No Collection Contact playbook. The steps are in How to stop collections emails for an account.

Change playbooks in bulk with Map playbooks

Use Map playbooks when you need to reassign many customers at once from a spreadsheet.

Before you start

• Playbooks must already exist in Thor. Names in your file must match an existing playbook in your organization.
• Matching ignores letter case, leading and trailing spaces, and extra spaces between words in playbook names.
• Every row is matched by account number. Account numbers must match Thor. Case and spaces are ignored.
• If any row fails validation, nothing is changed. Fix the file and import again.

Steps

1. Go to Collections → Customers.
2. Click Map playbooks. This opens Bulk import playbook assignments.
3. Prepare your spreadsheet in one of two ways:
   • Click download current customers from Thor, then edit the Playbook column. The export is an Excel file with Account Number, Customer Name, Assigned User, Credit Limit, and Playbook.
   • Or use your own file with at least an account number column and a playbook name column.
4. Click Choose spreadsheet and upload a .csv or .xlsx file. Title rows above the column headers are skipped automatically.
5. Confirm the Account Number column and Playbook assignment column. Review the preview of the first few rows.
6. Click Import.

On success, Thor reports how many customer playbook assignments were updated, and the Customers table refreshes.

If the import is blocked, Thor shows how many rows failed, the error messages, example values, and the row numbers. Download the error report (.csv) if it is offered, correct those rows, and import again. No assignments are changed until the whole file validates.

Tips

• For one or two accounts, use Customer Details. For a full book or a large segment, use Map playbooks.
• A custom file only needs account number and playbook name. Extra columns are ignored.
• If the workbook has multiple sheets, Thor uses the first sheet.