Learn how to add call reminders to your schedule and understand how the call reminder task list works.
Last updated: August 28, 2024
Schedule a call reminder
Your schedule should include call reminders for customers with overdue invoices.
Edit your chosen schedule.
Click the plus (+) button in the before due or overdue section.
Choose Call reminder.
Set the days before or overdue when you wish for the call reminder to occur.
Select an assigned user - they’ll see the call reminder in their task list when it is due.
Set a minimum amount overdue for this call reminder to appear.
Save changes.
Add the minimum overdue value to ensure that calls are scheduled cost-effectively and call reminder tasks earlier when the customer's overdue balance is high.
At your selected chase time, the relevant call reminders will be automatically added to the assigned user's Call reminder list, providing a convenient and organized way to manage your tasks.
Call reminders list
The call reminders list displays all calls that are due to be completed. By default, it only shows your assigned calls. You can see all calls for all users by deselecting the checkbox label, which only indicates calls assigned to me.
View the list of completed calls in the Done tab.
The call list provides you with the following information.
- Customer name.
- Assigned user.
- Invoice count: The number of outstanding invoices associated with the call.
- Overdue amount: The total overdue for all invoices eligible for a phone call. Payments (including partial payments) are deducted from the amount. Overdue instalments will only be considered if an invoice is placed on a payment plan before due invoices are omitted.
- Call due: The date the call should be completed. Rescheduled calls will display the date and time that the next call should be completed.
You can see all the contact numbers associated with your contact. Contact numbers are managed within your account system, ERP, or data imports if using our CSV or API integration.
Register a call
There are two ways to register a call.
- Quickly register a call from the call list by selecting register call.
- Click the customer name to navigate to the customer page, where you can view all information about the customer and their invoices. Then, register the call using the register call button.
When registering a call, select the result: answered, not answered, incorrect number, or skipped. You can also add notes and select the relevant invoices.
You can view all calls and notes in the history section on the relevant customer and invoice pages. Completed calls will no longer appear in the call list but will be visible in the done tab.
Reschedule a call
You can reschedule a skipped or unanswered call for a later date.
Manage Call Reminders and task reassignment
- Uncompleted calls
Leaving a call uncompleted for some time will not impact your future chases. Emails and SMS notifications will still be sent as scheduled.
- Reassign tasks when a user leaves.
When you delete a user who has assigned tasks, you will be prompted to reassign their tasks to another user. Their active tasks and assigned schedules will be updated automatically.
- Reassign tasks during annual leave.
To reassign tasks while a user is on annual leave, update the assigned user in the schedule. Alternatively, uncheck only shows tasks assigned to me in the call list and completes their assignments from there.
- Call Reminders for invoices set to "Not Chasing"
Invoices set to not chasing will not trigger call reminders.
- Frequency of call reminder tasks
Your schedule determines the frequency of call reminder tasks. Similar to chasing, each invoice triggers a reminder once.
- Access call reminders
Call reminders are not available on the basic plan. To use this feature, please upgrade your plan.
- Handle uncompleted calls and new reminders
Only one call reminder will exist per customer. If a call is uncompleted and a new reminder is due, the existing task details will be updated to include the correct invoices and assignee.
- Escalate calls for older invoices.
You can escalate calls for older invoices to a more senior user by selecting a different assignee for each call reminder in your schedule.
- Invoices included in Call Reminder tasks
When adding a call reminder to your schedule, you can select how many days before or after the due date the reminder should trigger. Invoices that are due on or after the before/overdue days set for the call reminder will be included.
- Call Reminders and invoice quota
Call reminders do not count towards your invoice quota. Only invoices chased via email or SMS are included in the quota.