Summary: This article covers how users can create reminder workflows to send reminder emails to their customers

TABLE OF CONTENTS

• What are Workflows? 
• Create an Invoice-level Workflow
  • Set a Workflow Schedule
  • Add Automations to the Workflow 
• Auto-pay Workflow 
• Define a default Workflow 
• Enroll Customers in a Workflow
  • Enroll Customers at Scale 
  • Enroll Customers Individually 
• Additional notes

What are Workflows? 

Workflows enable you to segment customers and automate communication, assign tasks based on a predefined schedule. There are two types of workflows available:

• Invoice-Level Workflows: These are triggered by individual invoice due dates and facilitate communication directly tied to specific invoices.
• Customer-Level Workflows: These operate at the customer level and follow a set schedule, allowing communication to occur on specific days of the week, independent of individual invoices. Learn how to create Customer-level workflows. 

This structure provides flexibility in managing customer interactions and ensures timely communication.

Create an Invoice-level Workflow

To create a workflow, click on 'Workflows' under the 'Receivables' section of the 'Settings' page.

• To add a new workflow, click on 'Add new'.
• Users need to specify the workflow name, AR contact for their business, Recipient profile for internal notifications, and a Default task assignee. 
• Select 'Invoice' for 'Payment reminder campaign'.

Set a Workflow Schedule

A Workflow schedule determines when the reminder email is sent to the communication contacts in the customer profile.  

• Users can add 'Action before due date' and 'Actions after due date' and set the following actions to be taken:
  • Send Customer Email: Automatically email customers a reminder. 
  • Send internal Notification: Automatically email the recipient for internal notifications. 
  • Tasks: Automatically assign a task to the designated team member.
• Invoice PDFs will be attached to Customer Emails and Internal Notifications. 
• You can also choose to send communications to additional recipients beyond those communications contacts by clicking on "Add additional recipients." 

• When adding additional recipients to the workflow communications, you can choose to enter email addresses, a customer contact role, or an internal user of Centime. Please note that only 15 individuals can receive communications. For example, if you already have 10 communications contacts in the Customer Profile, only 5 "additional recipients" will receive the communication. 
• Users can also customize the reminder email template by clicking on 'Manage template'.
  

Add Automations to the Workflow 

You can add up to 100 automations to a workflow. To do so, simply click on the Automation drop-down menu and select which automation you would like to include. Learn how to create automations. 

Auto-pay Workflow 

Customers who enable Auto-pay will be automatically assigned to the Auto-pay workflow. 

The primary difference in the Auto-pay workflow is the trigger. Instead of being triggered by the due date, the Auto-Pay workflow is triggered by the payment date. The payment date can be the Invoice date, Due date, or Last day of the discount window.

The Auto-pay workflow uses the templates created for the Auto-pay workflow, which can be managed from the Auto-pay tab. 

Define a default Workflow 

This feature streamlines your collections by ensuring that every new customer synced to Centime is seamlessly assigned to a predefined default workflow. This feature is especially important for B2C or any relationships with infrequent invoicing. 

• Navigate: Settings > Receivables > General Settings 
• By default, this setting is pre-populated with a blank campaign, ensuring that new buyers start unassigned. 
• Users have the flexibility to change the default setting by selecting any available workflow from the dropdown. 

• Once a default workflow is assigned, every new buyer synced to Centime moving forward will be automatically assigned to the specified default workflow.

Note - This default workflow setting does not impact existing buyers. For these cases, you can retain the control to manually assign workflows using the dedicated "Assign Workflow" tab.

Enroll Customers in a Workflow

Users can enroll customers in a workflow from the 'Customers' tab. There are two primary ways to enroll customers in workflows:

1. Bulk action: Using the 'Set Workflow' bulk action uses can enroll customers at scale. 
   1. This option is not available to Autopay customers. By default, Autopay customers are enrolled in the Autopay workflow. However, you can change the workflow they are assigned to from the Customer profile. 
2. Customer profile: Within the customer profile, users can enroll customers one at a time. 

Enroll Customers at Scale 

• To enroll, click on the 'Set workflow' action.

• Select desired customers for the workflow.
• Add the email addresses for the customers, if not defined in the customer profile.

• Users can now select the workflows from the workflow drop-down.

• Click 'Confirm' to enroll selected customers in the desired workflow.

Enroll Customers Individually 

• To enroll customers individually, click on their name in the receivables module to open their Customer Profile. 
• In the Summary tab, scroll to 'Workflows and other communications'.
• Click the pencil icon next to 'Set workflow'

Additional notes

• Hierarchy and Workflows: If you have hierarchies and bill to the 'Immediate Parent' or 'Top Level,' the child accounts will automatically enroll in the workflow of the parent. This can be modified at an individual child level. 
• Timing: Workflow emails are delivered at 2:30 ET to give collection teams time to reconcile payments from the previous day.