Collections workflows - states, SLAs, and audit story

Routes: /loans/collections/workflows · /loans/collections/workflows/[id]

Purpose

Workflows turn collections from a flat list into a state machine: each loan or account moves through stages (contact, promise, legal prep, etc.-your bank names them) with timestamps suitable for audit and committee review.

Story you can teach in class

1. Morning triage - filter workflows with SLA risk (red badges).
2. Open [id] - read timeline of calls, letters, payments.
3. Record outcome - only roles allowed to mutate collections (see COLLECTIONS_MUTATION_ROLES in lib/auth/permissions.ts).
4. Handoff - escalate when legal threshold met; leave a note the next shift can read.

What happens when you transition state

• The workflow record updates; audit captures actor, time, from/to state.
• Customer-facing actions (SMS, email) may trigger from integrations-confirm with your ops runbook.

Design source

Use documentation/Decision-pro/docs/COLLECTIONS_WORKFLOW_AI.md when writing screenshot captions and coach intents for training.

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