What is Monk Playbooks?

Playbooks is Monk's workflow builder for intelligent collections, a system that reasons rather than just reminds. It gives any business customizable accounts receivable workflows that can be tailored to different customer segments and situations.

Why did Monk build Playbooks?

Finance, biz-ops, and post-sales teams should not spend time chasing customers. The current AR process forces context switching between tools like Slack, Gmail, QuickBooks, and Google Sheets, breaks deep work, and relies on dunning reminders that are often ignored. Agentic collections alone are not enough because every customer relationship is different.

How do I get started with Playbooks?

You can use proven workflows recommended by the Monk team or build bespoke workflows for your instance or for specific customers. To learn more, you can book a demo with Monk.

Introducing Playbooks: A Workflow System For Intelligent Collections

Q: What can you do with Playbooks?

You can create triggers and workflows specific to a customer segment, including tone shifts, conditions, and escalations to sales or customer support, auto-resolve AP questions using context from relevant email threads, automatically pause when product questions or upsell opportunities come up, and use proven workflows recommended by the Monk team.

Q: How does Playbooks handle different customer relationships?

Some customers need white-glove treatment while others need only a nudge. Playbooks lets you escalate to a specific customer success person or sales rep based on what was said in another email thread, shift tone based on payment terms, or notify only in Slack.

November 25, 2025

min read

Product Updates

Workflow builder for Intelligent Collections

Today we are giving every business enterprise-grade accounts receivables superpowers.

Playbooks is a system that reasons, not just reminds.

Why build Playbooks:

Finance, biz-ops and post-sales teams should not be spending time chasing customers. We’ve made peace with the fact that the current AR process is broken. There are multiple issues here:

Context switching between tools (slack, gmail, quickbooks, google sheets)
Breaking flow from deep work
Sending reminders because the average dunning email is ignored

‍

But agentic collections are not enough.

__wf_reserved_inherit — *^{multi-threading gives Monk agents more context to reason}*

Every customer relationship is different. Some need white-glove treatment and others a nudge. Some require an escalation to a specific customer success person or sales rep because of what they said in another email thread. Others require a shift in tone based on their payment terms. Others want to be notified only in slack.

‍

That’s why we built playbooks - giving every business a customizable collection workflow.

‍

What can you do with Playbooks:

Create triggers and workflows specific to a customer segment (tone shift, conditions, escalations to sales/customer support)
Auto-resolve AP questions with context from relevant email threads
Pause automatically when product questions or upsells opportunities come up
Use proven workflows recommended by our team (for now)

‍

This is day 1 for Playbooks.

‍

We have a # of updates in development to further improve the system and we are excited to share them with you.

‍

What Playbooks lets you configure

Capability	What it does
Segment-specific triggers	Create triggers and workflows tailored to a customer segment so outreach starts on the conditions that matter for that group.
Conditions	Define the rules that decide when a workflow runs and which path it follows for a given customer or situation.
Tone shifts	Adjust the tone of outreach by segment or payment terms, from white-glove treatment to a simple nudge.
Escalations	Route to a specific customer success person or sales rep based on context from another email thread.
Auto-resolution	Resolve AP questions automatically using context pulled from relevant email threads.
Automatic pausing	Pause a workflow when product questions or upsell opportunities come up so the right team can step in.
Notification routing	Send updates where each customer or team prefers, such as notifying only in Slack.
Recommended workflows	Start from proven workflows recommended by the Monk team rather than building from scratch.

‍

To learn more, book a demo by following this link.

‍

Automate Accounts Receivable with Monk

Monk brings together collections, cash application, and forecasting. 40%+ DSO reduction. $1B+ in receivables managed. 26 hours a month back to your team.

Book a demo