How is my workflow triggered?

In this article, you will find the different ways to calculate the first action of your workflow.

Nolwenn Launay avatar
Written by Nolwenn Launay
Updated over a week ago
how is the first collection action computed?

In the structure of your workflow, you have the option of choosing the logic of your first action. This will determine which workflow action your customer will enter according to the due date of their oldest invoice.

Standard logic

By choosing the standard logic, your customer will automatically enter at the first action of your workflow, regardless of the due date of their oldest invoice. Let’s take the following workflow as example:

workflows

Once the first action is sent, the contact delay will be applied for the trigger time between the first and second action. Here, the second action will be sent 8 days after the first one.

For each customer, the sequence of actions will be based on the carrying invoice. Once the carrying invoice is paid, the sequence will start over from the beginning, on a new carrying invoice.

Note: given a new carrying invoice (no actions have ever been executed on that carrying invoice), the first action will depend on the status of the invoice. If the invoice is due, then the action will be "Invoice almost due"; however, if the invoice is overdue (no matter how old it is), the action will be "1st reminder".

Here are two use cases for the Standard logic:

Your customer John Smith has 4 overdue invoices:

Invoice A - 2 months overdue

Invoice B - 5 weeks overdue

Invoice C - 3 weeks overdue

Invoice D - 3 days overdue

Mr Smith is at the 4th reminder of the workflow. He decides to pay Invoices B and C.

The carrying invoice is still Invoice A, the workflow keeps going as planned and will send the 5th reminder when it's supposed to be triggered.

Your customer John Smith has 4 overdue invoices:

Invoice A - 2 months overdue

Invoice B - 5 weeks overdue

Invoice C - 3 weeks overdue

Invoice D - 3 days overdue

Mr Smith is at the 4th reminder of the workflow. He decides to pay Invoice A which is the carrying invoice.

Then invoice B becomes the new carrying invoice and the workflow will start over at the 1st reminder.

Contextualized logic

This logic takes into account the due date of your customer's oldest invoice. Let's take the following workflow structure as an example:

If your customer's most overdue invoice is 18 days old, he will enter the dunning plan at the 3rd action, which is the action closest to the due date of the invoice.

The fact that workflows always start at the beginning can sometimes be an issue for our customers. For example, a customer can have an invoice that's been due for 15 days to become the carrying invoice (e.g. once the previous carrying invoice is paid).

This causes actions to be out of context, and the tone of voice to be off, given the age of the invoice. This is why we propose contextual actions. This new logic will allow the first action of the sequence to be the closest past action.

Note: This logic only affects the way we determine the first action. Subsequent actions will always be generated in order. Once the carrying invoice is paid, the workflow won’t necessarily go back to the 1st reminder. But to the reminder closest to the due date of the new carrying invoice.

Here are two use cases for the Contextual logic:

Your customer John Smith has 3 overdue invoices:

Invoice A - 24 days overdue → carrying invoice

Invoice B - 17 days overdue

Invoice C - 12 days overdue

Mr Smith is at the 5th reminder of the workflow. He decides to pay Invoice B.

The carrying invoice is still Invoice A, the workflow keeps going as planned and will send the 6th reminder when it's supposed to be triggered.

Your customer John Smith has 3 overdue invoices:

Invoice A - 24 days overdue → carrying invoice

Invoice B - 17 days overdue

Invoice C - 12 days overdue

Mr Smith is at the 5th reminder of the workflow. He decides to pay Invoice A.

The carrying invoice is now Invoice B, the next reminder will be the 3rd as it’s the closest to the invoice in the past.

Do you have any question? Don’t hesitate to get in touch!

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