The sooner you hear from and respond to your customers regarding cash collection, the better. This is why Upflow offers a centralized inbox experience, allowing you to manage incoming and outgoing communication with your customers right from our platform.

To set up email replies import, follow the dedicated configuration guidelines: Automatic collection replies import. Once you've done this, here are the different options for managing them from Upflow.

What is the impact of a new email received on Upflow?

By default, Upflow will simply notify you that a new email has been received. You can see it and reply to it from your interface, but it will not impact your existing workflows.

You can reply to it by clicking on the reply icon on the timeline next to the email.

If you want to stop the workflow until you reply to that email or ignore it, you must activate the following settings: Handle replies in Upflow.

From that moment, any new reply imported will generate an action to perform.

Reply actions and notifications assignment

This action is assigned to:

• Assigned users > if none, falling back on Finance Managers > if none, falling back on the organization.owner.
• + Admin users

When replies are imported, if they're linked to a sent email reminder, the notifications will be sent to:

• the user who performed the manual email (clicked sent)
  • the organization owner if the manual email sender was set on an alias
• the user set up as Sender in the email template (workflow)
• the organization owner if the automatic sender is set on an alias.
• no notification will be sent if the imported reply is not linked to a sent reminder
  
  

Until that action is sent or ignored, no other action in the workflow will be performed.

We recommend this solution to prevent automated reminders from being sent after your customer tells you that there is an issue or that a payment is on its way. Preserving a good customer experience.

Mass ignore reply actions

From your Actions list view, you can mass ignore reply actions generated by imported replies.

Filter on "Action state contains To do" and type "Reply to" in the search bar to identify them.

If you need to ignore only certain of these actions, add more filters to identify them.

Then select them all (tick the Action name column + click the blue link at the top right of the list if more than 50). Click Actions > Ignore:

How does Upflow match new emails to invoices, customers, or actions?

Import only emails we can match

By default, Upflow will only import the emails it knows are related to the collection process.

To do this, we:

1. check if the email is in reply to a reminder sent via Upflow. If that's the case, then we import the email and link it to that customer. If it's not linked to a reminder, we
2. We check if the sender of the email is a customer contact in Upflow; if the contact belongs to only one customer, we match it to that customer.
3. Otherwise, we ignore the email. We would rather show less than more.

Import all emails

If you want to match the entire inbox from Upflow, you can activate the "Import all replies" settings.

In that case, when we can't match the email to a specific customer, we will create a temporary customer to whom the email will be linked. The name of that customer will be the email address of the sender.

From there, you can either continue the conversation this way or merge that temporary customer with the appropriate customer. To do this, you can click on the merge icon next to the customer name or head over to the customer details page.

Those customers are easily identifiable from the customer list as you can filter on the medium = "INCOMING_MESSAGE."

Best practice when you have multiple organizations

If you manage multiple organizations, and use the same email addresses, some replies could be imported to the wrong organization. To avoid this behaviour, follow this process: Import your replies automatically for multiple organizations.

Delete a reply-generated customer

If a reply was imported to the wrong organization, you can delete it individually from its detail page, top right:

Or in bulk, after filtering on "Medium = INCOMING_MESSAGE" > Actions button:

Re-linking or deleting emails

In addition, you can re-link an email to the appropriate customer or delete it. From any timeline, you can do it by hovering on the email and clicking on the corresponding icon.

It will then recompute the actions of each customer to know what reminders should be sent next.

FAQ