Upflow contacts are your interlocutors with your customers’ and the people you reach out to throughout your collection process.

Their list is available in the Contacts section of your customers’ details or in the dedicated tab.

Each contact must at least have a valid email address.

You can flag your main interlocutor and elaborate with additional information, such as a contact’s name, phone number, or position.

Create a contact in Upflow

Rather you use one of our native integration or not, you can create a contact on the go in Upflow.

From your Customer's detail page, Contacts section, click the "Add" button:

The essential information to fill will be the email address, but we highly suggest to add a name, surname and position to this contact.

Don't forget to click Submit when you're done. You can update your contact info or delete it at any point.

Positions

By default, your contacts are continuously imported and updated from your billing or accounting tool, excepted for their position. You can alternatively connect your CRM (1) to Upflow and pull both your contacts and Account managers from there, or even go with manual updates.

(1) We offer a direct integration with Salesforce, which you can connect through your Settings > CRM.
For any other CRM, you can rely on an API integration.

Your contacts are by default imported without a position.

While not mandatory, their use is highly recommended: it allows you to designate a contact/group of contacts as your reminders’ recipients.

If you use specific positions as email recipients, ensure all your customers have at least one contact matching it. Otherwise, the email will be sent to the main contact by default (learn more).

Create and update contact positions

From your Settings > Contact Management section, you will see four default positions: Accountant, Payer, Purchaser, and Sales.

➡️ Add new positions, update or delete existing ones, and Save!

In you decide to delete a position, decide between moving the contacts that were assigned to a new one or leaving them without a position. Actions scheduled for this position will then be redirected to your impacted customers’ main contact.

Manage your contacts positions

You can define it for each in-app*, via CSV import, or API. Or use contact custom fields for Salesforce or NetSuite.

* At the contact level, from the customer detail page or the Contacts list view, click the Pen icon:

Select the position you wish to apply and Save!

Main contact

The main contact varies depending on its source, especially for our native integrations (NetSuite, QuickBooks, etc.). Please refer to our Integrations section to find the dedicated documentation for your contacts management. You can also enable the Main contact management option from your Settings > Contact management.

If your contacts are imported by API or CSV files, then it will depend on the information provided when imported. If it's not mentioned, the first one to be imported will by default be the Main contact.

If created in Upflow, and the customer had no contacts yet, the first one to be created will be by default the main contact.

This role can be moved from one contact to the other using the pen icon in Upflow.

Invalid contacts

Be notified

Be alerted if one of your actions fails to be delivered. You can receive notifications via your preferred channel (in-app, via email, and/or on Slack) and enable/disable them from your profile (i.e., Customize my Profile Notifications).

This notification will be triggered each time one of your customers' actions fail: emails, letters, sms.

Identify and correct your contacts

As soon as an email or a SMS actions delivery fails, the concerned contact's email address or phone number will be marked as invalid.

Calls and SMS

Ensure your contacts have a phone number in Upflow. If they are synced from your accounting tool or Salesforce, ensure to update the phone number there. If the contact was created in Upflow, you can update their phone number manually or via CSV.

Ensure your customers contacts have a valid phone number, with the accurate country/area code (+33 for France, +44 for the UK, etc.).

The phone format can contain hyphens, dash, spaces, or none, as long as the +/country/code area are there.

Emails

You can check an invalid contact from the Customer detail page (Contacts section) or from the Contacts list view filtered on "Email status = Invalid email".

You can also benefit from our new filters version to filter your contacts with more specific options.

Verify the address with your customer, and update it in the source system, if synced into Upflow.

If you confirm it’s not erroneous and/or the contact was created in Upflow, go to the Contacts section of your Customer’s details or the Contacts list view. Click the pen next to their name, and select Mark as valid > Submit:

Failed actions are not automatically re-sent. Create an Action out of the blue if you need to reach out to the person whose reminder bounced before their next reminder is triggered!