SMS Reminders: Connect More Personally with Your Customers
Jean-Malo avatar
Written by Jean-Malo
Updated over a week ago


At Upflow, we understand the importance of effective collection processes for merchants. To enhance the impact of collection reminders, we are introducing the capability to send SMS reminders directly through Upflow.

This feature aims to streamline the collection process, reduce manual work, and improve communication with customers.

In this article, we will provide an overview of SMS reminders, explain how they work in Upflow, and guide you through setting them up.

Benefits of SMS Reminders

By incorporating SMS reminders into your collection processes, you can enjoy several benefits:

  1. Increased Impact: SMS messages have a higher open rate compared to emails, ensuring that your collection reminders reach a larger audience.

  2. Improved Integration: By using Upflow as the central repository for collection actions, you can consolidate all communication channels, including emails, calls, tasks, letters, and now SMS reminders.

  3. Enhanced Customer Experience: SMS reminders provide a convenient and direct way to notify customers about overdue balances, leading to faster payment responses.

  4. Efficient Tracking: Upflow records the SMS reminders sent and displays their status in the customer and invoice timelines, allowing you to track the progress and effectiveness of your collection efforts.

How SMS Reminders Work in Upflow

SMS Reminders setup

Upflow integrates directly with Twilio, a popular SMS service provider. This integration enables us to offer SMS reminders within the Upflow platform. As a result, merchants do not need to set up separate SMS providers or integrate with different services.

To send SMS reminders in Upflow, add a new action type to your collection workflows. There you can define the details of the SMS reminder, including the action name, trigger (e.g., number of days after the due date), and the owner (who will send the SMS).

SMS Status

The following status indicators are available:

  • Sent: Indicates that the SMS has been successfully sent.

  • Delivered: Confirms that the SMS has been delivered to the recipient's device.

  • Read: Indicates that the recipient has opened and read the SMS.

  • Failed: Indicates a delivery failure for the SMS.

  • Undelivered: Indicates that the SMS could not be delivered to the recipient.

These status updates are displayed in the customer and invoice timelines, allowing you to monitor the progress and outcomes of your SMS reminders.


Current limitations

  • All SMS are sent from an US-based phone number

  • URL keys are not supported in Upflow SMS reminders

  • Replies to that number are not imported into Upflow

  • SMS is still a manual task

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