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RETURN TO THE MAIN SUPPORT PAGE

This guide explains how to manually email a Customer when one is scheduled as an event in the Collection workflow.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality

. Start Email

.

If your company doesn't subscribe to CallPotential's Collection Management services, these instructions may not be pertinent to you.

Open the Record from the Outstanding Events List - Note: The specific Collection communication method is indicated under (B) Type in the Outstanding Events list.

  • (A)

    Compose Collection Email

     Customers icon - Click to

    open a preview of the email. 
  • (B) Start Collection Email dropdown - Click to access additional email addresses (if available) associated with the account.
  • (C) Next Event - Indicates the next scheduled Collection date and the type of communication.
  • (D

    access the list of manual Collection events that need to be completed. Note: The number badge above the Customers icon indicates how many total, manual (phone, text, email) Collection events need to be completed.

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  • (C) View - Locate the specific email event you want to complete and click Open to access the Customer card to proceed with the Collection email.

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Before Sending the Email

  • Review the Customer Record - Review the (D) notes section to familiarize yourself with the Customer before sending the email.

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Start the Email

  • (E) Start Collection Email - Click to initiate the manual Collection email. 

  • (F) Next Event - Indicates the next date (after the current scheduled Collection event) a scheduled Collection communication is scheduled. 

  • (G) Information - Click for more detailed information regarding the

    next 

    next Collection event.

  • (H) Promise to Pay - If enabled by your management team, this temporarily delays future Collection events.

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Edit & Send Email - 

Be sure to review the Customer card before sending the email

Note: You can click and drag the edge of the email window to increase or decrease its size on your screen.

  • (

    E

    I) Add Recipients - Click to add additional recipients to the message.

  • (J) Subject - Click to edit the subject line as needed.

  • (K) Email Body - The email will appear with a pre-populated message allowing you to make edits as necessary and will include a unique payment link. Never share payment links between accounts.

  • (F) Subject - Click to edit the subject line as needed.
  • (G) Templates - Click to access a list of additional standard messages.
  • (H) Recipients - Click to include additional email recipients. 
  • (I) Send - After

    Note: If a Customer has more than 7 units, this link will allow them to pay for all of them. Customers can only pay for 7 or less units when using the pay-by-phone feature.

  • (L) Templates - Click to access a list of additional standard messages you can send. Note: Your management team has worked hard to customize a message that fits into this step of the workflow. Please confirm with your management team before adjusting the message.

  • (M) Formatting Tools - Click to open additional ways to format & customize your email such as font and font size.

  • (N) Send - After making updates, click to send the email

    . 

Confirming Email Sent

  • (J) Message Sent - After clicking Send,

    and a confirmation message will appear confirming your email has been sent.

During Email Exchange

  • (K) Promise to Pay - If enabled by your management team, this temporarily delays future collection events.

     

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