Three escalation stages
Payment reminders use a staged approach that matches the tone and urgency to how long the invoice has been overdue:Stage 1: Friendly (1-7 days overdue)
Stage 1: Friendly (1-7 days overdue)
A gentle reminder with an empathetic tone. The message acknowledges that life gets busy and the payment may have simply been overlooked. No pressure, no consequences — just a polite nudge with clear payment instructions.
Stage 2: Firm (8-30 days overdue)
Stage 2: Firm (8-30 days overdue)
A clear, professional message that sets expectations. The tone shifts from “just a reminder” to “we need to address this.” Payment options are outlined explicitly, and the message conveys that resolution is expected soon.
Stage 3: Final notice (30+ days overdue)
Stage 3: Final notice (30+ days overdue)
An urgent message that outlines consequences. The tone is serious but still respectful. The message makes clear that this is the final step before further action and creates urgency around resolving the balance.
The system assigns the stage automatically based on the invoice’s due date. You don’t need to track which stage each patient is at — the AI handles escalation for you.
Automatic installment plan offers
For invoices over PKR 10,000 at Stage 2 or higher, the AI automatically includes installment plan language in the generated message. This recognizes that larger balances are more likely to need flexible payment arrangements and proactively offers a path forward before the patient disengages entirely.What each reminder includes
For every overdue invoice, the AI generates:Message text
The full reminder message, ready to send. Personalized with the patient’s name, the specific invoice amount, and appropriate urgency language for the escalation stage.
Sending reminders
You can send Ruby’s drafted reminder by email or WhatsApp, right from the Collect section of Ruby Insights:Review and edit the message
Read Ruby’s drafted message. Edit any part of it before it sends — adjust the tone, add details, or personalize further. Generation is fast and always uses the patient’s real name.
Send tracking
Every send is tracked so you can see at a glance what’s already gone out and avoid over-nudging:- Each invoice shows a badge like “Sent 2× today · last 10 min ago” once a reminder has been sent.
- After the first send, the send buttons relabel to Resend.
- Clicking Resend shows a confirmation with the recent send history before anything goes out.
- After 3 sends per invoice per channel within 24 hours, the buttons pause so patients aren’t over-nudged. They become available again as the window rolls forward.
Sending by WhatsApp requires your clinic’s WhatsApp to be configured, a patient phone number on file, and an approved invoice-overdue template wired up. If any of these is missing, send the reminder by email instead.
Cultural adaptation
Messages are written for the Pakistan market and reflect local payment norms:Out-of-pocket awareness
Messages acknowledge that dental treatment is typically paid out of pocket and frame payment reminders with appropriate empathy.
Digital payment options
For Stage 2 and above, messages mention EasyPaisa and JazzCash as payment options alongside traditional bank transfer, meeting patients where they are.
Respectful tone throughout
Even Stage 3 messages maintain a respectful tone. The goal is to recover payment while preserving the patient relationship for future visits.
Family considerations
For larger balances, messages are written with awareness that payment decisions may involve family members, using language that facilitates that conversation.
Rate limit
Each batch of payment reminder generations counts toward your 15 per day rate limit, shared across all Ruby features. Routine page loads don’t count — only an explicit Refresh or Generate does.Overdue invoices appear automatically in the Collect section — no manual form or search is required. Because Ruby Insights are cached per clinic, the first admin to open the page each day generates the drafts and everyone else sees them instantly; use Refresh for an updated list.
Stage summary
| Stage | Days overdue | Tone | Installment offer |
|---|---|---|---|
| 1 | 1-7 | Friendly, empathetic | No |
| 2 | 8-30 | Firm, clear expectations | Yes, if over PKR 10,000 |
| 3 | 30+ | Urgent, consequences outlined | Yes, if over PKR 10,000 |
Related articles
- AI Overview — rate limits, AI principles, and the full list of AI features
- Daily Brief — overdue invoices are flagged in your morning brief
- Revenue Forecast — overdue balances appear as risks in the forecast
- Patient Retention — patients with overdue balances may also be at risk of leaving