Customise your customer communication workflow - decide how often the system should generate your automated reminders after the invoices are due, what content and call to action you'd like to add in your emails.
If you want to learn about setting your New Invoice Email and/or Pre-reminder Email then please refer to the respective linked. guidelines.
Setting up your Communication Workflow
Login to your ezyCollect account
Click Communication Rules from the left menu.
Scroll down to Communication Workflow. Click View and Edit next to First Follow-Up or the follow up that you would like Edit.
In the (First) Follow-up settings, you can configure and edit multiple settings:
In Schedule Communication field: indicate the number of days when you want the reminder will be sent after its due date. If we type 5, this means reminder will be sent 5 days after the due date or the if that's the oldest overdue invoice and all overdue invoices below 5 will also be included.
From the Communication Type drop down box, you can select Email, Mail, SMS, Fax or Call. (Note: Additional cost may apply for Mail, SMS and Fax). If you choose a Call as part of your workflow, please refer to this guideline on how you can complete your Call tasks.
You can choose to Attach Overdue Invoices and/or Attach Customer Statement by clicking on the relevant checkbox; this will automatically have the merge field <<Attachment Links>>. This will take your customers to their own customer portal to view and download overdue invoices and statements.
You can edit the templates provided by typing your subject heading, adding the body of your email.
Use and search for the relevant Merge Fields on the right hand side to auto-populate details available, already synced or set-up within ezyCollect. For example, etc. All merge fields used under Communication Rules will be enclosed using these double angle brackets << >> For example, <<Customer Business Name>>, <<Today's Date>>, <<Pay Now>>
Click Preview to check the edits and changes you've applied. Click Close once done.
Make any last changes or Click Save and Enable to save changes or click Cancel to revert to original.
Confirm changes in the pop-up window by clicking Proceed to change the communication plan.
Continue to set up each subsequent follow-ups, by repeating the steps outlined in number 4. You can also choose to disable any of the follow ups if you wish as well.
Important Notes:
The communication workflow are triggered after the due date of the invoices. However, each follow-up will look at the number of days it has in it's settings and where the oldest overdue invoice will fall into. ezyCollect looks at it on a customer level and will consolidate all the overdue invoices in one follow-up to ensure we are not sending automated reminders on an invoice level.
The number of days you setup in all of your workflow say 1st to 6th follow-up [if they're all enabled] with the interval of 7days each which is 42 days in total for example will your full workflow cycle that will be covered in the automated reminders. Any customers outside of this will not receive automated follow-ups.
Refer to the guideline video:
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