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Manage your customers replies in Upflow

Nolwenn Launay
  • Updated

We know 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.

 

Automatically receive your customers' replies in Upflow

For collection replies to be automatically imported into Upflow, you must create a forwarding rule in your Gmail/Outlook settings, following the dedicated configuration guidelines: Automatic collection replies import.

 

Managing incoming messages from your customers

In the event of a customer reply, you will receive a notification if enabled at your Profile level. You have the option of responding to your customer right from that notification:

gifreply7 copy.gif

Or directly from the Customer's timeline, by clicking on the arrow at the right of the reply.

Type up your email reply, add/remove/update recipients, attach documents if needed, and click Send. You will then see your follow-up email in the customer's timeline:

 

                                       

 

Enable our Collection Inbox.

When enabled, this inbox will offer a new experience in managing customers' replies.

Once a reply is imported, a new "action" will be generated in your Actions To Do list.

You can reply to your customer by clicking on the Email due now button that will appear on the customer page at the top right or through the Actions section at the left of your Upflow screen > To Do section > Replies:Screenshot 2024-06-17 at 2.47.25 PM.png

 

You can choose to Reply to or Ignore the customer's reply. Both actions will be reflected on the customer's timeline, and the workflow will resume its scheduled cadence:

gifreply8.gif

 

🚨 If you take no action, the relevant workflow will remain at a standstill, and the Reply action will also remain on your To Do list until you Reply or Ignore.

 

FAQ

 

What happens to the workflow when a customer message or reply is imported?
When a reply or message is imported, a Reply action will replace any preset workflow action and will remain due even if there is no outstanding invoice. This Reply action will have to be handled manually through the reply, ignore, or pause collection buttons. 
Screenshot 2024-06-17 at 2.59.08 PM.png

 

What is the impact of an incoming message from a customer on an automatic workflow?

The automatic workflow will halt until the Reply action is executed (ignored or replied).

Once action is taken on the reply, the workflow will restart after the Minimum Contact Delay period and will run again on an automatic basis.

 

What happens to the customer workflow if the customer replies to an email reminder from an invoice level workflow?

  • If the incoming message is a reply to an invoice action: It will halt the invoice level workflow but it will not block the customer collection workflow. 

  • If the incoming message is a reply to a customer workflow action: It will halt the customer level workflow but it will not block the invoice collection workflow.

  • If the incoming message is only matched to a customer (via their contacts): It will not halt the invoice collection workflow but it will block the customer collection workflow.

 

What happens when I receive multiple emails from the same customer?
The last incoming email will be the pending Reply action for that customer or invoice collection workflow.

 

 

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