Completing a Scheduled Collection Email

Use this workflow to complete scheduled Collection email events so customers receive timely, trackable payment reminders.

Access Outstanding Collection Events

1. From the Collection workflow, select the Customers icon (A) to open the list of manual Collection events (phone, text, email) that need to be completed. The number badge above the icon shows how many total manual Collection events are currently outstanding.

   

2. In the Outstanding Events list, use Type (B) to confirm that the event you are working is an email communication.

3. Locate the email event you want to complete and click View (C), then choose Open to open the customer card and proceed with the Collection email.

   

Start the Collection Email

1. On the customer card, review the notes in Notes (D) to understand the customer’s history and any prior Collection activity before you send the email.

   

2. On the customer card, select Start Collection Email (E) to initiate the manual Collection email for the scheduled event.

3. Use Next Event (F) to see the date of the next scheduled Collection communication after the current event.

4. Select Information (G) to view more details about the upcoming Collection event, if needed.

5. If enabled by your management team, choose Promise to Pay (H) to temporarily delay future Collection events based on the customer’s commitment.

Edit and Send the Email

1. Use Add Recipients (I) to add any additional recipients who should receive the Collection email.

2. Click Subject (J) to edit the subject line, if needed, to better reflect the message you are sending.

3. Review the Email Body (K), which includes a pre-populated message and a unique payment link. Edit the message as necessary. Never share payment links between accounts. If a customer has more than 7 units, this link allows them to pay for all of them; customers can only pay for 7 or fewer units when using the pay-by-phone feature.

4. Select Templates (L) to choose from additional standard messages. Your management team has customized templates for this step of the workflow, so confirm with them before adjusting the message.

5. Use Formatting Tools (M) to adjust font, font size, and other formatting options, as needed.

6. When you are ready, click Send (N) to send the email. A confirmation message appears, indicating that your email has been sent and the Collection event is complete.