Set up reminder sequences

A reminder sequence says what a customer hears about an unpaid invoice, and when: a friendly note before the due day, a firmer one after it, a final one at the end. Each customer group has its own sequence, and every message carries the customer's statement link.

Before you start

• You need the right Collections: settings and reminder sequences.
• Fill in How to pay in Collections settings first; reminders show it.

Steps

1. Open Collections → Reminder sequences.
2. Find the group to set up: New customers, Key accounts, Government or Everyone else. A customer's group is chosen on their case under Customer group.
3. Give the sequence a Name and tick Active.
4. For each step, type the Days, choose after the due day or before the due day, pick the Tone (Friendly, Firm or Final) and tick the Channels: E-mail, WhatsApp or A call task. You can have up to eight steps; leave a row empty to skip it.
5. Set Then repeat every (days, 0 = no), At most reminders per invoice and, if you like, Only above (amount).
6. Select Save.
7. At the top of the page, pick a Tone and a Language and select Preview to read the message as a customer would get it.
8. When every group reads well, open Collections settings and tick Send reminders automatically.

What happens next

• E-mails go out by themselves, through Kluvan's sending guard, with a link to stop them.
• WhatsApp messages wait in To send on WhatsApp on My collections today. A person opens each one, sends it from their own WhatsApp and marks it Sent. Kluvan does not send WhatsApp messages for you.
• A call task puts a Call to make on the case's timeline for the collector.
• Payment plan instalments get their own reminders before and after each instalment's day.

Good to know

• What stops a step. A disputed invoice, a waiting promise, a payment plan, a case on hold, a customer who asked for no reminders, an amount under your minimum, or a message sent within your minimum gap. A customer with no e-mail and no phone gets nothing.
• One message a day. A customer gets at most one reminder a day. A step goes on its day, or within three days after it if a day was missed, and never in quiet hours. Each reminder is claimed before it is sent, so two workers never send it twice.
• Always polite. Debt-collection rules differ by country; keep your words gentle and check with your adviser.
• The credit book has its own reminders. If you also switched on the credit book's daily reminders, a customer can hear from both. Choose one place to remind customers; see the credit book and Collections.
• Whether customers paid after a reminder shows in the Collections reports.