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Each use case (Renewals, Free trials, New customers) has its own rules, set on its page under Autopilot, in the Rules group. Two use cases can follow different rules: for example, Renewals can send only on workdays while Free trials sends every day. You do not build flows here: you set the boundaries the autopilot works within.

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Sending rules

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When

Airdun sends in the customer’s own time zone (see below).
  • Send only on workdays: nothing goes out on Saturdays and Sundays, and Airdun picks up again on Monday morning. Not available on New customers, whose sequence runs within the day the payment failed.
  • Sending hours are set by Airdun for every workspace: emails go out when people read their inbox, and texts stay within the legal hours for SMS, never on Sundays.

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Language and time zone

  • Detect each customer’s language: from the language your app passes to the in-app wall, then your customer enrichment, then the customer’s Stripe language, then the country of their billing address.
  • Detect each customer’s time zone: from the country of the customer’s phone number, then their billing address.
  • Fallback language and time zone: used when a customer’s cannot be detected (or for every customer, if you turn detection off). Pick the values that fit most of your customers.
Translation is automatic: a customer in Germany receives the message in German, with nothing to set up. You write your templates in any language. See Brand Voice.

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Tone in French

Address customers as “tu” in French makes the French translations of your sequence templates use “tu” instead of “vous”. Templates you wrote in French yourself are not changed. The AI writer and the in-app wall are not affected.
Confirming the sending rules is a required step of each use case’s checklist: check the fallback language and time zone, then click Confirm.

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Payment failure consequences

Available on Renewals and Free trials. Tell Airdun what actually happens to a customer when their payment keeps failing, for example active campaigns are paused or the account loses access. Messages use it to explain what is at stake, in the customer’s own context.
  • What happens when payment keeps failing? Be specific: name what stops working and what is kept. Vague copy produces vague messages.
  • When does it happen? The number of days after the first failed payment.
Both fields are required before the use case can go live. To reuse another use case’s consequence, click Import from another use case.
This only describes your product’s own policy so messages can mention it. Airdun never changes anything in your product: it does not pause accounts or revoke access. The in-app wall’s hard lock is a separate, explicit setting.

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Escalation rules

Some cases are better handled by a person. Each use case has its own rules, under Autopilot → [use case] → Escalation rules. Turn on Active for [use case] at the top of the page: rules only apply while it is on, and it is off by default. When a new case matches an enabled rule, Airdun sends nothing on it and alerts your team instead.
  • Every condition within a rule must match.
  • Any one rule is enough: the first matching rule wins.
  • Each condition is field operator value, with the operators is, is not, >, ≥, <, ≤, in, not in, and contains.
A rule that uses an enrichment field is skipped for a case that has no enrichment data (for example, if your endpoint timed out). Rules that don’t use enrichment still apply normally. Payments Stripe blocked as suspected fraud are never chased, but they are not escalated on their own: add a rule on the decline code fraudulent if you want your team alerted.

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Where alerts go

On the same page, Where alerts go sets the destinations for this use case only: a Slack channel (with optional mentions) and one or more email addresses. The other use cases can alert other people. Slack must be connected first; see Notifications.
You do not design the recovery sequence step by step here. What you control is timing, language, the consequence narrative, and which cases go to a human. The messages themselves are set on each use case’s Messages page. See Autopilot.