Forward your customers’ replies to Upflow so they’re centralized on their dedicated Timeline, along with the reminders they follow up on. You can manually forward them individually or automate the process to gain time and not miss a single message!

Why import your customer replies in Upflow?

• Get all the information you need before sending a reminder from Upflow, your team, and your customer.

• Don't spend your time looking for a potential reply to your last email reminder, and avoid context-switching.

Technically speaking

An Upflow email address is automatically generated with each of your organizations.

You can find it in the Replies section of your Settings.

Emails sent to this address are cross-referenced with your completed actions. When there’s a match, they are imported to the right customer’s timeline.

• If the reply is in reply to a collection reminder, then it is automatically matched.
• If it does not follow a reminder, we will attempt to match it using the Sender (From) email address and try to match it to a contact.
• If the contact doesn't exist in your organization, or if there are 2 customers with the same contact, we will discard this email.

• Formats: PDF, DOCX, XLSX, ODT, ODS

• Size per file: 26214400 bytes / 25 MB per file.

• Number of files: 500

Combining the import with the Reply-to feature

When configuring a workflow, you indicate who receives your actions’ replies: their sender or a custom address.

Automate the replies import from your email client (Gmail, Microsoft…)

• If they’re sent to an email group (ex: cashcollection@upflow.io), add your Upflow forwarding email address to the group members (see dedicated Gmail/Outlook article below).

• If they’re sent to an individual address (ex: maurice@upflow.io), you will have to set a forwarding rule.

• [GMAIL] Add people to a group

• [GMAIL] Automatically forward messages

  • Follow the section "Turn automatic forwarding on or off"
  • Note that you can skip the 7th step, as our system automatically verifies the mentioned email.

• [OUTLOOK] Add people to a group

• [OUTLOOK] Automatically forward messages

Test your setup by sending an email to your reply-to email address

A green mark under the forwarding email address should confirm the rule’s functioning!

Multiple organizations

Each organization has its forwarding email address.

If you manage several organizations and want to import replies to all of them, you will need to reproduce this process with each dedicated forwarding email address.

Questions

• How long does it take for the import to be in my history?

The import is done within a few seconds to a few minutes.

• Can I create a group list that includes the Upflow reply email?

Yes, you can! If you CC this group email (rather than the specific Upflow reply email), the response will also be imported into the customer timeline.

• What is the logic Upflow uses to match incoming emails?

• • Incoming Email:
    • in reply to a Workflow Action
      • Customer Workflow Action → Link to corresponding Customer → Display in Customer Timeline → Notify the Collection Reminder sender → Collection Inbox is Activated → Customer reply action is generated
      • Invoice Workflow Action → Link to corresponding Invoice → Display in Invoice Timeline → Notify the Collection Reminder sender → Collection Inbox is Activated → Invoice reply action is generated
        *Collection Inbox is an add-on feature that streamlines the reply import. Please reach out to your Upflow Customer Success Manager for a demo.
    • NOT in reply to an action
      • Sender is a Customer contact → Link to corresponding Customer → Display in Customer Timeline
      • Sender is a Customer contact for 1+ Customers → Email is not fetched
      • Sender is a NOT Customer contact → Email is not fetched