Learn how to configure customer groups to apply specific retry rules based on priority and criteria.

1. Click the Customer Groups tab. All customer groups that have been defined are displayed. The predefined “All Remaining Customers” is intended as a catch-all to ensure all accounts are included in the retry process. This customer group cannot be removed or disabled, but the retry rules can be edited. No filters are allowed for this group.
2. To create a new customer group, complete the following steps:
   1. Click Add Group .
   2. Enter a name to identify the customer group.
   3. If you want the group to be included in the retry process, enable Active Status . Once enabled, the customers who meet the definition will begin filtering into the group.
   4. Define a customer group with either filters or custom ZOQL query:

      • To use the filters, click the Plus icon and then configure the fields, operators, and values. You can add multiple filters but only AND relation is supported. For example, if you want to define a customer group for customers living in Hawaii, you can create a customer group with the name "Hawaii living" and use "SoldToContact.State = Hawaii" as the filter. Field value must match the value displayed in the tenant. For example: Value = United States, not Value = US. If you want customers with the billing contact in Georgia and Florida to have the same retry logic, you need to create two groups and assign them the same retry logic. Combining the two filters "BilltoContact.State = Georgia" AND "BilltoContact.State = Florida" will generate no results, because a bill-to-contact can only live in one state.

      • To use the custom ZOQL query, enable the Custom ZOQL Query option and then enter filter statements for the WHERE clause of a ZOQL query. Here is an example. Note the Custom ZOQL Query does not support querying subscription data. The query only supports PaymentApplication, or InvoicePayment objects add and their related objects. (((((((Account.AccountNumber like '%1') or Account.AccountNumber like '%2') or Account.AccountNumber like '%3') or Account.AccountNumber like '%4') or Account.AccountNumber like '%5') and Account.Batch = 'Batch1')

   5. If you plan to use the AI-driven Smart Retry logic instead of editing retry rules manually based on gateway response codes, enable Smart Retry . See Enable Smart Retry for details about the configuration. Once enabled, Smart Retry will override existing retry logic with AI machine learning.
   6. Click Create .
3. To change the priority of a customer group, click Edit Priority , drag the customer group and drop to a desirable location, and click Save . The customer group with the highest priority is on the top of the list and the group with the least priority is at the bottom. The lowest priority group should always be the default customer group of “All Remaining Customers”. If a customer is in multiple customer groups, the retry rules for the group with the highest priority will be applied.