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Trying to use collections agent as email recipient in collections process

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Posted on by NS-01112137-0

We are trying to set up automated credit collections emails to customers.

I have 30 and 60 day reminders working fine, but the 90 day reminder needs to be reviewed by an internal member of Finance dept prior to sending out.

I am trying to do this by setting up a collections agent team and emailing the team member.

I have set up the team an in collections process setup, it allows me to select the agent.

However, when the automated process runs, it returns error that there is no recipient specified.

Is there something I am missing?

Has anyone set this up before?

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Dynamics 365 Finance

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Abhilash Warrier 8,647 Super User 2026 Season 1 on at

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Hi,

Could you please share the screenshot for the setups? Please review the customer contact email.

Regards,

Abhilash

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Navneeth Nagrajan 2,622 Super User 2026 Season 1 on at

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Hi @NS-01112137-0,

A few questions:

1. Have you setup these parameters under Credits and Collections -> Setup -> Credit and Collections parameters -> Email template -> Statement to contact and similarly Email Template -> Transactions to sales person?

2. Have you assigned any specific customers or a relevant customer pool into the collections agent contact? Have you chosen a collection agents contact as the recipient type for the specific step in the hierarchy?

3. Are these pools properly setup and running, as per expectation?

Suggestions:

1. In your collection agent setup screen (Credits and Collections -> Setup -> Collection agents), the collection agent must be linked to a worker/user with a valid email address.

2. Secondly, check for the Track step functionality enablement in Collections process automation. This parameter provides flexibility to track the hierarchy process steps. This is available since version 10.0.43.

3. In the Collection process setup, check for the setup under section Process Details -> Days in relation to invoice due date, Recipient and Business purpose contact. Also, under section Business document activity template details, verify the purpose and the Days until activity is closed parameters too.

Set Action type as Email, When = After due date and set Days in relation to invoice due date: 90 (based on the aging) and do not mark Pre-dunning.

References:

https://learn.microsoft.com/en-us/dynamics365/finance/accounts-receivable/collections-process-automate

https://learn.microsoft.com/en-us/dynamics365/finance/accounts-receivable/config-paramtrs-collections-proc-automate?source=recommendations

Hope this helps. Happy to answer questions, if any.

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Bharath jain 1,578 Super User 2026 Season 1 on at

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Hi,

check If the assigned recipient has correct email address and also make sure the user active in the system.

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