# Analytics - Filter and export your data Source: https://docs.upflow.io/en-us/analytics/good-to-know/analytics-filter-and-export-your-data Filter your Upflow Analytics view by date range, workflow, country, account manager, or custom fields, then export the data to CSV or Excel. Your [Analytics list view](https://app.upflow.io/organization/-/analytics) allows you to monitor and filter your personalized data and export it to a CSV/Excel file. ## Filtering Analytics Use the filter button on the top right corner of the page to display specific data based on: * A date range, up to 24 months * Owners * Workflow names * Countries * Languages * Customer ratings * Saved payment methods * Saved payment methods status * Customer [Custom fields](/en-us/core-entities/others/import-and-create-custom-fields-into-upflow) * Text fields are not supported as Analytics filters * Invoice custom fields are not yet available as Analytics filters *** 👉 The filters are cumulative. Have a try; apply several at once! *** ## Create new reports Once filters are applied, or widgets are edited, save this customization as a new report to find it easily next time! ## Exporting Analytics Download the data you want to look into in two clicks. Hover over the graph you are interested in exporting (with or without applied filters) to display an *Download* button. Select your favorite format, and voilà! *** 👉 The applied filters will be reflected in the exported data. *** # Discrepancies between Upflow and my billing/accounting software Source: https://docs.upflow.io/en-us/analytics/good-to-know/discrepancies-between-upflow-and-my-billingaccounting-software Diagnose mismatches between Upflow and your accounting software: foreign exchange, unsent invoices, future-dated invoices, and sync issues. Are you seeing discrepancies between Upflow and your billing/accounting software? There are various reasons that can explain it. ## Foreign exchange Upflow uses the current spot rate for all the existing transactions to compute the organization's balance in a single currency. It doesn't rely on historical FX rates. This could explain minor differences between Upflow and your source system. It might be particularly acute when there is a high variability between the organization's currency and the underlying invoices' currencies. **How to test it** * Look at a customer with invoices in a currency different from your org currency that have a discrepancy. * Check the underlying entities that aggregate to the balance * If none is missing, it means the issue is related to FX. ## Unsent invoices When sending your invoices from Upflow, they are imported into Upflow as Unsent by default and excluded from the analytics (learn more: [Send invoices from Upflow](/en-us/collection-and-collaboration/send-invoices-from-upflow/overview)). **How to test it** In your Invoices list view, [check if you have any Unsent invoices](https://app.upflow.io/organization/-/invoices?page=0\&filters=%7B%22status%22%3A%7B%22in%22%3A%5B%22UNSENT%22%5D%7D%7D). ## Invoices in the future Upflow dashboard and analytics will not take into account invoices that are issued in the future, as it would create discrepancies between current and historical analytics. **How to test it** Check your invoices list view and [identify invoices issued in the future](https://app.upflow.io/organization/test-bank-of-armorica-yhasix2t1-/invoices?page=0\&filters=%7B%7D\&sort=%7B%22field%22:%22issuedAt%22,%22order%22:%22DESC%22%7D). ## Synchronisation issue One reason for a mismatch in the amount can be a synchronization issue. In that case, * We might be missing an invoice or payment in the source system, or * We might have missed a deletion, leaving the entity in Upflow. This should be rare, as we rely on "fix" payments to ensure the balance in Upflow always matches the source system. Please submit a Support request at the top right, along with the following information: | Field | Explanation | Your information | | - | - | - | | Your Upflow organization name | Essential, especially if you have several organizations in Upflow or use a name that is different from your domain. | | | Your accounting/invoicing tool | E.g., NetSuite, Xero, Chargebee. | | | Where do you see this discrepancy in Upflow? | E.g., Main Dashboard, Analytics > Billing Cohorts, Customer detail page. | | | The Upflow URL link to the unsynchronized customer(s) | Head to the customers' detail page(s), copy their URL, and paste it here. | | | Description of the error you are encountering | E.g., "This invoice has been paid in my system but appears as unpaid in Upflow," or "This invoice doesn't exist in my invoicing system." Provide context: when it was done in your system, with which process, and any related/linked references. | | 📌 Finally, attach to the request screenshots of the relevant references from your invoicing tool. # Multi-currency conversion in Upflow Source: https://docs.upflow.io/en-us/analytics/good-to-know/multi-currency-conversion How Upflow converts multi-currency amounts to your organization's default currency using daily fixer.io rates, and how to read the breakdown. In Upflow, you have an organization default currency, which displays the amounts whenever there is an aggregation (Organization outstanding amount, customer outstanding amount, etc.). We do this by taking the rate from [fixer.io](http://fixer.io/), and by refreshing it daily. We use today's rate across all currency conversions. Upflow historical analytics are based on today's rate and might differ from analysis using historical FX rates. Additionally, when the displayed amount contains several currencies, we will display a breakdown of each currency and the converted amount. # Unapplied amounts in Analytics Source: https://docs.upflow.io/en-us/analytics/good-to-know/unapplied-amounts-in-analytics Understand how unapplied payments, refunds, and credit notes affect your outstanding amount, DSO, and aging balance across Upflow analytics. ## Unapplied amounts Unapplied amounts are payments, refunds or credit notes that have been issued, but have not yet been applied to an invoice. This can happen for a number of reasons, such as: * The payment was received before the invoice was created * An excess payment was received and not refunded * A credit note was issued and will be applied to a future invoice Outstanding amount is the total that is owed by your customers, so any unapplied amount will reduce the outstanding amount: 💡 **Outstanding = Due + Overdue - Unapplied** ## Benefits of reducing unapplied amounts Unapplied amounts can have a number of impacts on your business, including: * **Improved cash flow forecast:** Unapplied amounts can lead to incorrect analysis and forecast of your cash flow, making it more difficult to manage your business. * **Improved customer service:** Unapplied amounts can lead to confusion and frustration for your customers. By reducing unapplied amounts, you can improve customer service and satisfaction. * **Reduced administrative costs:** Unapplied amounts can increase your administrative costs, as you have to spend time tracking them down and applying them to invoices. Reducing unapplied amounts can reduce your administrative costs, freeing up your time and resources. * **Improved financial reporting:** Unapplied amounts can make it difficult to get an accurate picture of your financial health. By reducing unapplied amounts, you can improve your financial reporting and make better decisions about your business. ## Unapplied amounts in analytics Historically in Upflow, unapplied amounts were not included in Analytics but were included in outstanding amounts calculations: for example on the homepage and customer list view. This led to inconsistencies between totals, underlying data, and analytics metrics such as the DSO. Our latest logic aligns all calculations according to the definition: Outstanding = Due + Overdue - Unapplied. | **Upflow App** | **Include Unapplied** | **Comment** | | - | - | - | | Homepage: Outstanding Amount | ✅ | By definition: Outstanding = Due + Overdue - Unapplied | | A drilldown is available on unapplied amount | | | | Homepage: DSO | ✅ | Including unapplied in DSO calculation will reduce the DSO | | Homepage: At-risk rate | ❌ | At risk is related to billing cohorts, which are based on invoices. These exclude unapplied amounts | | Homepage: Aging Balance | ✅ | Shows as striped bar charts | | Analytics: DSO | ✅ | Included in the outstanding amount used to calculate DSO | | Analytics: Collection Effectiveness Index | ✅ | Included in the outstanding amount used to calculate CEI | | Analytics: Cash collection | ✅ | Included as part of payments, credit notes and refunds | | Analytics: Billing cohorts | ❌ | Billing cohorts are based on invoices and so exclude unapplied amounts | | Analytics: Aging balance | ✅ | Shows as striped bar charts | | Analytics: Payment mix | ✅ | Included in payments | | Analytics: A/R Financials Summary | ✅ | Included in the “unapplied” column. | ## Aging balance and unapplied amounts ### How are unapplied amounts associated to each bucket? By definition, unapplied amounts are not associated to an invoice and so cannot be precisely aged. However, it is common across the ERP industry (NetSuite, QBO) to “assume” that the age of an unapplied amount is equal to the age of the underlying transaction, as of today. 💡 **Example:** Today is the 28th of November, a credit note of \$1,000 issued on the 1st of November would be 27 days old. It is associated to the bucket **1-30 days**. An unapplied payment issued today would be 0 days old, and associated to the **due** bucket. In Upflow’s homepage this translates to a negative value in the aging balance bar chart, with a striped color coding that helps identify it. In the analytics reports, the historical aging balance widget also has a striped, negative unapplied amount for each month. ** ## Unapplied amounts - globally in the Upflow app You can have a quick view on unapplied amounts in: #### The Customers list view Add the **Amount unapplied** column to your default view or save it as a new one. #### The Payments list view or Credit notes tab Filter unapplied amounts or add it as a column: #### The customer detail page Hover your mouse over the tooltip next to the balance: # At-risk rate Source: https://docs.upflow.io/en-us/analytics/homepage/at-risk-rate Track the share of invoices that go 90+ days past due with Upflow's at-risk rate — a leading indicator for write-offs and collection effectiveness. At Upflow, we consider outstanding invoices to be at-risk when they are 90-days past due. After that, the probability of getting paid drastically decreases, and you need to prepare for some write-off. It's therefore really important to closely monitor the invoices that venture into this danger zone. On your dashboard, you will be able to see the at-risk rate which is the percentage of your billed invoices in a given month that is left unpaid after 90 days. This graph is actually a reversed measure of the paid \<90 days column of your billing cohorts. Any questions, suggestions? [Get in touch](mailto:support@upflow.io)! # How does Upflow calculate your DSO? Source: https://docs.upflow.io/en-us/analytics/homepage/dso-calculation Learn how Upflow calculates your DSO using the Countback method, including which invoices and payments feed the formula and how to break it down. Your operations come at a cost—monitor your DSO (Days Sales Outstanding) to ensure they’re not put at risk by low liquidity. This metric indicates the average number of days needed to collect your accounts receivable. The lower, the better: if your Sales are cashed in quickly, you can reinvest them in your activity. Compare your performance with your Best Possible DSO to spot areas of improvement, and set a target to incentivize your teams to reduce the discrepancy! As with all widgets, the DSO is subject to global Analytics filters and can be moved around, resized, or duplicated. Its results are exportable. Click on any value’s name in the legend to hide it or display nothing but. It shows the evolution of * your DSO (calculation detailed below) * your Best Possible DSO—displayed when the widget isn’t broken down, it shows what your debtors days would be had you been paid on time …both compared with your target DSO. Update it from the widget management button in the top-right corner! By default, a high-level summary appears on your Homepage and the widget—in your Account receivables dashboard. For more granularity, break down the widget. Split it per workflow, Account manager… and even custom fields (including those imported from your source system)! Select up to 10 values. Filters are not cumulative (you cannot break down your DSO per account manager AND workflow): those selected last apply. ## Calculation On Upflow, your DSO is calculated following the Countback method (read [our blog article](https://upflow.io/blog/reduce-dso/dso-calculation-formula) to understand our decision!). 💡 The DSO is re-calculated in real-time. It is based on * Invoices (all but drafts, voided, unsent, and written off—including disputed ones) * DSO— AR are your outstanding amount (due + overdue invoices) * Best Possible DSO—AR are your due amount (no overdue invoices as they’re paid on time) ​ * Payments and credit notes (unapplied amounts are not taken into consideration) Using the Countback method, one subtracts a set period’s gross sales (turnover) from their Account receivables and reports the result as the previous period’s AR. They move back in time, repeating the operation until the turnover exceeds the reported account receivables. The DSO equals the duration (in days) of all periods where the turnover was higher than the account receivables, summed up with the last period’s DSO pro rata (reported AR/gross sales \* period’s number of days). 💡 To simplify: Account receivables are the sum of past periods’ gross sales. Deducing them one period at a time leads to the moment ## Example Suppose one wants to calculate their DSO on the first day of April, with the following monthly turnover and £19,000 worth of Accounts receivable. * In March, the AR exceeded the turnover. * the whole period (31 days) contributes to the DSO * the gross sales are deducted from the account receivable and reported to February ​ * In February, the reported AR (March’s £19K - £11K) exceeded the turnover. * the whole period (28 days) contributes to the DSO and is added to March’s days * the gross sales are deducted from the account receivable and reported to January ​ * In January, the turnover exceeds the reported AR (February’s £11K - £1K) * the period’s DSO pro-rata contributes to the DSO → 31 + 28 + 3.1 = 62.1 days # Cost savings calculator Click ***Cost savings*** to open a sidebar detailing the monthly return on investment of reducing your DSO. 💡 Expand the widget for more visibility It translates into an amount, based on * your Sales (previous month’s by default) * your WACC (20% by default) * your DSO (previous month’s by default) * your target DSO (BPDSO + 5 days by default) Update your DSO and target DSO from the Sidebar, or click **More details** and adjust your Sales and WACC to obtain more accurate predictions. The graph compares your DSO with your projections and objective to provide the financing costs you would save on unpaid invoices, late payments, etc. The different amounts are calculated as follows: * **Current financing cost of DSO (monthly)** = (Monthly Sales \* Current DSO / 30) \* (WACC/12) * **Target financing cost of DSO (monthly)** = (Monthly Sales \* Target DSO / 30) \* (WACC/12) * **Savings (monthly)** = Current financing cost of DSO (monthly) - Target financing cost of DSO (monthly) Refresh your dashboard to return to default values, or save it to access your updated information in a click and share them with your team. # Schedule dashboards by email Source: https://docs.upflow.io/en-us/analytics/saved-reports/schedule-dashboards-by-email Schedule Upflow analytics dashboards to be emailed to you or your team daily, weekly, or monthly to keep finance stakeholders informed automatically. Send yourself or your team dashboards on weekly or monthly basis and use these as reminders or reports for your finance team. ## How does it work? From your Analytics tab, you have access to four default dashboards, accessible from the top left: And the ability to create custom ones if needed. In both defaults and customs, you can filter your data on specific information (top right of the page). ## Schedule your report email Head to the dashboard of your choice (defaults or custom). Then at the top right, click the calendar icon: Add your team's email addresses or yours in the dedicated field, select the recurrence, the time\*, then click Schedule! \*the time you select will be based on your organization timezone (Settings > Company > bottom of the page). The format is 24 hours. ### Recurrence/Frequency You have three options: daily, weekly, monthly. The time options will be available accordingly: ### Questions **How many report emails can be scheduled per dashboard?** You can define one automatic schedule per dashboard. **Who can access this feature?** Any users with an Admin role or a Finance position. # Aging balance Source: https://docs.upflow.io/en-us/analytics/widgets/aging-balance Visualize how your receivables age over time with the Upflow aging balance widget, broken down by due, overdue brackets, and unapplied amounts. Take a look at how your collection state evolved with the Aging balance widget, highlighting where you were at different points in time. Learn how your strategy impacted your collection over different periods and adjust it accordingly. Each bar represents the amounts you were due at the end of each period (including disputed invoices), broken down into aging buckets (due, overdue for less than 30 days, 30 to 60 days, 60 to 90 days, more than 90 days). As well as unapplied amounts (learn more on their impact [here](/en-us/analytics/good-to-know/unapplied-amounts-in-analytics)). **When does an invoice become overdue?** An invoice is counted as **Due** on its due date, and moves to **Overdue** starting the day after — that is, once it is at least 1 calendar day past its due date. An invoice whose due date is today still sits in the **Due** bucket. Hover your mouse over the period you are interested in to display the breakdown. Note the amounts are always shown in your organization default currency. There is no breakdown by currencies today. ### Aging balance calculation * For each period, the amounts are calculated for the end of the period, i.e. the end of the last day. * For an ongoing/current period, it is calculated as of now (today). * Future issued invoices are excluded from all analytics. * When you apply filters to your Analytics report/dashboard, it will be calculated accordingly. The last period will correspond to the end date of the filter, which could be in the past. This is the best way to obtain the aging balance as of a date in the past. ## Use the aging balance widget ### Main dashboard From your Upflow main dashboard, you will see a direct view of your aging balance, per bracket. Click one to be redirected to the filtered invoices for more details, and export them if needed. To this view, you can filter further or rearrange the columns and save it! ### Analytics view Filter your data from the dashboard’s filter button to focus on your interest (Date range, Country, Owners, Workflows, Custom fields…). Hover your mouse over the widget to display the actions menu allowing you to export the widget’s (filtered) data. | Action | Screenshot | | - | - | | Display from absolute numbers to relative values. | Toggle between absolute and relative values on the aging balance widget | | Break down the data per customer/invoice fields. | Breakdown selector on the aging balance widget | | Remove one of the buckets by clicking its name in the legend. | Aging balance legend with a bucket toggled off | | Move the widget around, expand or reduce its size. | Drag handle on the aging balance widget Resize handle on the aging balance widget | | Remove, duplicate, export the widget, or copy the link to share it with a teammate. | Actions menu on the aging balance widget | ## FAQ/Good to know #### When clicking the aging bucket, the total of invoices doesn't match the bucket's amount. When applied Credit Notes have an issue date in the future, they will impact the Aging balance calculation. This widget logic excludes applied transactions (payments, credit notes, refunds) with an issue date in the future. On the other hand, pre-computed invoice fields (status, aging bucket…) used by the list view take into account those future transactions. # Billing cohorts Source: https://docs.upflow.io/en-us/analytics/widgets/billing-cohorts Compare invoice collection speed across monthly cohorts in Upflow to spot trends in payment behavior and measure improvements in your dunning process. As a modern finance leader, you know how important it is to measure your company's financial performance so that you can improve your financial position and better forecast future cash flows. ## What is a billing cohort? In essence, a billing cohort tracks groups of invoices that were issued in the same month. The fundamental idea behind billing cohort analysis is to compare different billing cohorts with one another: for example, you may want to compare the percentage of invoices issued in May 2019 that were paid in under 30 days to those that were issued in September 2019 and that were paid within the same amount of time. If you've been improving your collection efficiency, then the percentage of invoices paid in 30 days that were issued in September should be higher than those that were issued in May. The best way to visualize this data is by using a 2 by 2 matrix: Here, each row represents a different month of billing (a cohort), and each column represents the cumulative percentage of invoices that were paid within a certain time period. So here, for example, we can see that in December, we issued \$7M in invoices and 55% of those were paid within 60 days of issuance. Of course, you should adjust time buckets based on your business and your payment terms. ## How to read a billing cohort? There are two ways to read a billing cohort: * **Left-to-right** : this tells you how quickly the invoices in a given month were paid. The numbers are cumulative so they'll always increase, but they should get to 100% quickly. In fact, in an ideal world, the 30-day bucket should be at 100%. * **Bottom-to-top** : this allows you to understand how the speed at which you get paid evolves over time. For example, in the example above, in August, 24% of invoices were paid within 30 days, and in March of the following year, 18% of invoices were paid within the same amount of time. This means that you're becoming less efficient at collections and that it's probably time to make some process changes. ## What is the exact calculation methodology? * **Sales/Invoiced amounts** : We sum the total amount of all the invoices billed during the corresponding months (based on the issue date) * *We exclude any draft invoices that you may have (NetSuite only)* * *Written off invoices remain part of the Sales and are accounted as loss so they are displayed in the cohorts* * **Collected percent** : We divide the value of Payments + Credit Notes received corresponding to these invoices by the Sales * **Unpaid** : we subtract what has been paid (payments + credit notes) from the Sales. 👉 Multiple currencies are converted to the organization’s base currency. [Here's how Upflow converts your multiple currencies in your platform](/en-us/analytics/good-to-know/multi-currency-conversion). # Cash forecast Source: https://docs.upflow.io/en-us/analytics/widgets/cash-forecast Project incoming cash from your receivables in Upflow, based on historical billing-cohort collection patterns and your upcoming sales numbers. Projecting your cash flow with Upflow *Note: Cash forecast and Cash Flow are different as we are looking at cash coming in from your Account Receivables. To get a complete view of your Cash Flow you should also look at your Account Payables, Inventory etc.* ## How does the cash forecast model work? We aggregate all the invoices in batches per month and based on your collection speed (displayed in your *billing cohort*; read from left to right), we estimate how much cash is likely to come in, in the next few months. *Note: we are assuming invoices are sent on the same date, at the beginning of the month. If you have a very low number of invoices that constitute most of your Revenue, the estimates might not be as accurate.* The idea is to assume the collection from previous months. For instance, looking at the chart below we can assume that the average collection for the first month of each cohort is an average of 86%, 73%, and 91%, so around 83%. We assume that at the end of the first month of the cohort of Nov 2021 we will have collected 83% of what has been billed this month. We follow the same reasoning to calculate the cash coming in for the 2nd month of October's cohort, and so on. ## Why not use the DSO? The [DSO](/en-us/analytics/homepage/dso-calculation) is an average measure of your collection. We want to provide you with a more aggregated way of computing the cash coming in compared to an invoice-based projection. For instance: if you send an invoice on the first of November for \$100 with an average DSO of 45 days, you could expect to be paid on the 15th of December. However, if you are not paid on the 15th or before, projecting the cash attached to this invoice is very complicated, as you are still likely to be paid but the timing is unknown. ## FAQ * **I don't know all or some of my upcoming sales numbers, will I be able to use the cash forecast feature?** Yes, you can input the numbers you know! We can also assume it's 0, but you will still be able to see how much cash will be coming in from your past sales. * **The projected sales numbers are disappearing after I refreshed my page or go somewhere else, is this normal?** Yes. For now, the numbers you input are not stored in Upflow. If you feel like they should, please [let us know](mailto:support@upflow.io)! # Collection effectiveness index Source: https://docs.upflow.io/en-us/analytics/widgets/collection-effectiveness-index Measure how much of what could be collected was actually collected with Upflow's CEI widget, a seasonality-resilient complement to DSO. Assess how efficient your collection strategy is over time, tracking its evolution with the CEI widget. Completing your DSO (which measures your average payment delays), the CEI compares the amounts cashed in against those that could have been collected within a given period. While your DSO is impacted, should your sales be subject to factors such as seasonality, your CEI offers a robust measure of your collection’s performance. Monitor its evolution and react quickly if the curve suddenly goes down! ## A little bit of math This CEI is obtained by dividing what you have collected over a period of time by what you could have collected. Let’s imagine you obtained the following results for your August sales and want to measure the period’s CEI. What you have collected (numerator) 🎓 Add up the amounts that were available to collect during the period… €**200** \[Outstanding amount at the end of the previous period (July)] ➕ €**100** \[Amount billed during the period (August)] **→ €300 was collectible** *** ## …before withdrawing €**140** \[The outstanding amount at the end of the period (August)] **→ €300 - €140 = €160 was collected** ## What you could have collected, given this period’s performance (denominator) 🎓 Here, you start by withdrawing €**40** \[Cash collected from the amount billed during the period (August)] from €**100** \[Amount billed during the period (August)] **→ an extra €100 - €40 = €60 could have been collected in August** *** ## …before adding it to your Outstanding amount at the end of the previous period (July). **→ €200 + €60 = €260 could have been collected** ## And now we divide! (200 + 100 - 140) / (200 + 100 - 40) = 160 / 260 = 62% ## Your dashboard's features Filter your data from the dashboard’s filter panel to focus on your interest (Country, Account manager, Custom fields…). Hover your mouse over the widget to display the actions menu allowing you to export the widget’s (filtered) data. ​ # Email open rate significant drop Source: https://docs.upflow.io/en-us/analytics/widgets/email-open-rate-significant-drop Troubleshoot a sudden drop in dunning email open rate by checking your DNS records and domain verification in Upflow's Deliverability settings. A steep and sudden drop in the email open rate usually suggests an issue with your DNS configuration and tracking, although this may not be evident automatically. If you see this occurs, go to your ***Account Settings*** > click on ***Deliverability*** : Then click on ***Verify your domain*** : All records should display a green checkmark / ***Verified*** status. If **Invalid**, this would in fact confirm an issue with the DNS setup resulting in the email open rate drop: ## Open tracking is disabled If the **Action emails open rate** widget shows **Email open tracking is disabled** instead of a chart, your organization has turned off email open tracking. Upflow no longer measures the open rate in that case. * If you are an admin, click **Go to email tracking settings** and turn on **Track email opens**. * If you are not an admin, ask an administrator to turn on open tracking. See [Email tracking settings](/en-us/collection-and-collaboration/emails/sending-emails#email-tracking-settings) for details. If you need any additional assistance from our Support team, please don't hesitate to [contact us](/en-us/essentials/get-started/contact-our-support-team). # Follow performed actions month by month Source: https://docs.upflow.io/en-us/analytics/widgets/follow-performed-actions-month-by-month Monitor collection activity month over month in Upflow with the Actions analytics widget, broken down by emails, calls, letters, and account manager. With our *Actions* graph from your *[Analytics tab](https://app.upflow.io/organization/-/analytics)* , you can follow more closely performed actions month by month: * Action type: manual or automatic emails, calls, simple or registered letters; * How many; * Evolution over the last 12 months; * Use our date range filter to go further in time; * [Filter and export this data](/en-us/analytics/good-to-know/analytics-filter-and-export-your-data). **This feature helps you to:** * See the time saved by these actions on your collection process; * Monitor the activity of the team as financial manager or monitor own performance; * Have a quick overview of the distribution of each action by type, especially for automatic actions; * Improve your workflows thanks to precise data. Do you want to see the number and type of actions performed by one or more account managers? A specific workflow? Other criteria? It's possible! Find out more in our detailed FAQ article: [Analytics - filter and export your data](/en-us/analytics/good-to-know/analytics-filter-and-export-your-data). 🎉 Any questions, suggestions? [Get in touch](mailto:support@upflow.io)! # Payment mix Source: https://docs.upflow.io/en-us/analytics/widgets/payment-mix Analyze the month-on-month breakdown of payments received in Upflow by method (card, ACH, SEPA, check) to spot trends and optimize processing costs. Checks will take longer to process than automatic payments, while cards come at a cost. These affirmations do not come as a surprise to you; but can you be as confident when it comes to each method's return on investment? Take a look at our breakdown to identify trends, offer the right solutions to your customers or anticipate a migration effort. ## What information will I find? Go to your **[Analytics](https://app.upflow.io/organization/-/analytics)** tab to review your payment mix. It indicates the month-on-month evolution of your payments per method. Hover your mouse over any bar to display the detail of the chosen period in your organization's default currency; apply filters of your interest and export the data for ulterior exploitation. ## Payment mix additional features From this widget, you can display results in numbers or percentage, review the data on a quarterly, monthly, or weekly frequency. As well as see a breakdown of payment on multiple conditions: Click "Payment method (source)" for more insights, if some of your payment methods are missing from the default displayed values. # Copy a workflow from one organization to another Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/copy-a-workflow-from-one-organization-to-another Duplicate a proven Upflow workflow into another organization with one click, then adjust or assign it to customers without rebuilding it from scratch. Your analytics show a workflow was proven efficient? Effortlessly reinvest the time and creativity put into designing and testing it out across multiple organizations! Head to your [Workflow list view](https://app.upflow.io/organization/-/workflows), and click on the “**...** ” at the end of the line of the one you want to replicate. Click on **Copy to another organization** and select the one you want to add it to. Once duplicated, you can either adjust your workflow or assign it to your customers as is from your other organization(s). ## Important When copying a workflow from an organization to another, you must take into account: * Action assignees/senders: if the selected users (specific profiles) do not exist in the receiving organization, the action templates will need to be updated there. * Email recipients: same as above. If you use a custom contact position as recipient, and the latter does not yet exist in your receiving organization, you will need to update it there. * Custom fields: when using collection tags in your action templates, your custom fields are available in the list. When using custom field collection tags in your templates, please note that you must re-insert them in the receiving organization. * First, check the custom fields are available in this other organization settings. * Then head to your workflows, and check your templates to update the field tag there. *** 👉 Please note it is now separate from the original, and changes applied to one will not affect the other! *** # Customer-level workflow trigger Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/customer-level-workflow-trigger Set how Upflow assigns customer-level workflows on sync, when the first dunning action fires and how often follow-ups repeat based on the oldest invoice due date. When synced for the first time in Upflow, your customers can be assigned to a workflow or no workflow. It can be the one set as “default” or a specific workflow if a [smart rule](/en-us/collection-and-collaboration/smart-rules/smart-rules) is in place. You can pause them as needed or unassign the workflow from the customer. When setting it up, you decide: * [The logic that carries the workflow](/en-us/collection-and-collaboration/workflows-basics/workflows-first-action-logic) * When the first action should be triggered * How often are its actions executed The intervals of these actions are based on an invoice’s due date. ⤵️ ## Default workflow When imported for the first time, your customers can be assigned to a workflow based on your configuration. 1 - If you set up a Default workflow, all new customers will be assigned to it when synced for the first time, unless they match a dedicated smart rule (2). | You can change the default workflow at any time, to an empty workflow for example, by clicking the three dots of another and selecting it: | Or remove the default option. Then all new synced customers will be imported with "No workflow" in case you'd need a specific assignments and ensure the sent communication is correct: | | - | - | | | | 2 - You can set up [Customer Smart Rules](/en-us/collection-and-collaboration/smart-rules/customer-smart-rules) to ensure a dedicated workflow is assigned to any new synced customers. ## The carrying invoice You can assign one workflow per customer. As a result, if a customer has several invoices falling in your workflow’s criteria, they will all be addressed at once, depending on the tags used in your templates. See [how to customize your action templates](/en-us/collection-and-collaboration/workflows-customize-your-collection/collection-tag-inserter). The interval between its actions is based on the carrying invoice, which is the oldest unpaid invoice of your customer. If the customer has multiple invoices with the same due date, the carrying invoice will be the one with the highest total. ## Carrying invoice status transfer * As soon as your carrying invoice is paid, if your customer has other outstanding invoices, the oldest one will inherit the status. * If an older invoice is uploaded to Upflow after a workflow has started, it will also steal the spotlight and become the carrying invoice. Therefore, it'll restart the workflow based on this invoice's due date and the workflow logic. ## Triggers Your actions are triggered by a delay you define following the carrying invoice’s due date. This delay is calculated straightforwardly and can be overruled by settings or context. For example, if your customer enters the workflow for the first time, with a carrying invoice that is 17 days overdue. If we look at the following workflow\... ...all actions that are less than the invoice age will be sent, respecting only the workflow's minimum contact delay: From the 1st reminder to the 4th at least, will be sent respecting only a 5-day delay (+weekends) between each reminder sent. Instead of 7 days between the 1st and 2nd, for example. ### What does it look like on the customer's end? Each email reminder sent from Upflow will generate a new email thread in the customer's inbox for more visibility. Do you have any questions? Please Submit a request at the top of this article. # Default reply recipient - configure your reminders' Reply-to Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/default-reply-recipient-configure-your-reminders-reply-to Choose who receives replies to email reminders sent from Upflow by setting the Reply-to recipient on each workflow, either the sender or a custom address. When configuring email reminders, you define a sender your customers will receive their reminders from. You can also choose whether the sender should follow up shall they decide to reply; or to have their answer sent to a custom e-mail address. This is defined at a workflow level. Tick ***Email Sender*** to have the replies of your customers sent to the address of the user: * who sent the reminder (manual email) * designated as the sender (automatic email) Maybe you have a team member (not necessarily an Upflow user) handling all of the follow-ups, or want a group of users to receive them, so nothing falls into the cracks? In this case, tick ***Custom address*** to have your customers’ replies sent to a reminder redirected there. *** ❗Please note the address is not created by populating this field and should exist in your Users section! *** Go further by importing your customers’ replies to Upflow and displaying them on their Timeline, where you can follow up! # Invoice-level workflow trigger Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/invoice-level-workflow-trigger Drive dunning at the invoice level in Upflow by configuring trigger logic, first action timing and follow-up cadence based on each invoice's due date. Reflecting our [customer-level workflows](/en-us/collection-and-collaboration/workflows-basics/customer-level-workflow-trigger), this article explains how to set up and manage invoice-level workflows. While customer-level workflows track collection efforts at the account level, invoice-level workflows allow you to follow up on individual invoices. As for customer-level workflows, when setting it up, you decide: * The logic that carries the workflow: standard or contextual * When the first action should be triggered * How often are the actions executed Here as well, the interval of these actions is based on the invoice's due date. # Invoice-level carrying invoice If you're familiar with our customer-level collection process, you know that your workflows are triggered based on what we call the carrying invoice. In invoice-level collection, the carrying invoice is the one triggering the reminders. Regardless of the customer's other outstanding invoices. ## Triggers The logic is the same. Your actions are triggered by a delay you define following the invoice's issue and/or due date. However, this trigger can be overruled by the workflow minimum contact delay. Let's take the following example - if the invoice enters the workflow for the first time, being 17 days overdue... ...all actions that are less than the invoice age will be sent, respecting only the workflow's minimum contact delay: From the 1st reminder to the 4th at least, will be sent respecting only a 5-day delay (+weekends) between each reminder sent. Instead of 7 days between the 1st and 2nd, for example. ## Manage your collection and assign the proper workflows ### Workflow Assignment You can create one or multiple dedicated invoice-level workflows based on your needs. You can automate the invoice-level workflow assignment using our [Invoice Smart Rules](/en-us/collection-and-collaboration/smart-rules/invoice-smart-rules), based on predefined conditions. #### Creating and assigning workflows Navigate to the "Workflows" section and click on "Create Invoice Workflow" to begin configuration. Initially, consider setting emails as manual until the workflow aligns with your requirements and assignments are finalized. ​ ### Default workflow setting Marking an invoice workflow as "Default" ensures it's automatically assigned to every new invoice imported into Upflow. If you choose not to set a default workflow, new invoices will be imported without an assigned workflow. This option is useful if you plan to use multiple workflows and prefer to assign them in bulk based on specific invoice attributes. ​ ### Double level of communication #### Avoiding Duplication Ensure that your customers aren't simultaneously assigned to a customer-level workflow to prevent overlapping communications. This separation helps maintain clarity and prevents redundant reminders. If you wish to keep both levels of collection, we recommend to adapt each of their content. #### Main collection: Invoice level If you want the main collection to be at the invoice level, ​while keeping some communication at the customer level, ensure that invoice and customer actions don't repeat themselves. Adapt the tags you use in each collection level to avoid duplicates. Adapt also the triggers to avoid spamming your customers. **Tailored Communication:** When designing your invoice-level reminders, emphasize fields related to the specific invoice. For example, your initial reminder template might include: Additionally, consider sending pre-due date reminders to notify clients of upcoming due dates #### Main collection: Customer level But you could also want to keep your main communication at the customer-level, while sending one specific reminder at the invoice level when it's almost due, or just overdue. In that case, create an invoice level workflow, with only one reminder **before the due date** :​ ### Your invoice level workflow fields #### Responsibility and sender details You can replicate your existing configuration regarding who is responsible for sending reminders and the designated sender. For instance, the group Cash Collectors can be assigned as responsible parties, and the sender's profile can be set to a specific team member\* or an alias: \*Both a specific member or a verified alias can be set as default sender for automated emails. For manual emails, only a verified alias can be. If you set another member than your own profile for manual emails, the latter will be sent from your email address. ### Assigning invoice workflows #### Bulk assignment to invoices Go to the Invoices list view, select all due, not due, and disputed invoices by checking the box in the "Number" column. Click on the blue link at the top right to select all relevant invoices. Then, choose Actions > Assign a Workflow and select the appropriate workflow. #### Unassign customer workflows To prevent duplicate reminders, and if you wish to do a full invoice level collection, then we recommend unassigning workflows at the customer level. Head to the Customers list view, select all customers, and choose Actions > Assign a Workflow > select "No Workflow." This update may take a few minutes, depending on the number of customers. ​ #### Refreshing and Monitoring After making these changes, refresh your browser to ensure all updates are applied. Head to the Actions list view, "All" or "To-Do" tab to view actions for each invoice based on the new workflow. As a reminder, manual actions will be displayed in the To-do, while both manual and automatic will be in the All tab. ### Pause the invoice collection You can pause the collection of an invoice at any point. It can be done directly from the invoice's detail page, from the dedicated button: If you still use collection at the customer level in addition to invoice level, pausing an invoice collection will not pause the customer's! You must then head to the customer's detail page to pause it as well. You can also do so, when entering a promise to pay on the invoice: ​ #### Important Note Transitioning from customer-level to invoice-level collection means that clients will enter the first reminder stage of the invoice workflow, even if they're currently at a later stage (e.g., the 5th reminder) in the customer-level workflow. Except if you choose a contextual logic in your invoice workflows. However, here a customer that was at the 3rd step, might enter the invoice-level 6th step if the invoice is old. ​ Any questions or feedback? [Submit a support request](https://support.upflow.io/hc/en-us/requests/new)! # Send collection reminders with a parent/children hierarchy Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/parent-children-hierarchy-reminders Configure Upflow dunning workflows to chase parent customers, child entities or both, depending on your billing setup and the structure of your customer hierarchy. Depending on your billing tool and internal organization, you might have a customer hierarchy such as parent/children or group/entities. And depending on your processes or specific use cases, you might need to chase only the parent, only the children, or both. Before digging into the different solutions, you must know that the children/entities data is by default available at the parent's level: parent customer page, parent portal, included in the parent's collection tags (invoice references, amounts). ## 1 - Send reminders at the parent level only Here, you will want to ensure the "children" are assigned to "No workflow". You can identify them from the Customers list view, by searching the parent name and add the filter "Type = Standard". Then select them all, click Actions > Assign a workflow > No workflow. And then, ensure the parent is assigned to an active workflow, based on your needs and process. → You can keep the reminders at the parent level manual (no automation) to update the data before sending the emails if need be (to ensure it only highlights the parent's invoices references, or amounts). ## 2 - Send reminders at the children level only Same idea as above, but reversed. Ensure the parent is assigned to "No workflow", and assign an active workflow to the children. They can be assigned to the same workflow or different ones. → The reminders at the children level will only mention and display the child's data. It won't show the parent's or the other children's. ## 3 - Send reminders at both levels With this option, we highly recommend to assign a different workflow to the parent and children, to avoid duplicate reminders, especially if the contacts are shared. As mentioned in the first point, don't forget the parent will also show by default the children's invoices and amounts. Any questions or feedback? Please, [submit a Support request](https://support.upflow.io/hc/en-us/requests/new)! # Recipient fallback Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/recipient-fallback Choose what happens on a workflow when none of the recipients configured on an action exist on a customer: fall back to the main contact, or leave the action as a manual task. Each action in a workflow is configured to reach one or more recipients (for example the main contact, or a group). When the action is prepared for a customer, sometimes none of them exists on that customer. The **Recipient fallback** setting decides what to do in that case. It is configured at the workflow level and applies to every automated action in that workflow. ## Where to find it Open the workflow and go to its settings header. **Recipient fallback** sits next to **First action logic**. Image Two options are available: * **Main contact** * **None** ## Main contact When none of the recipients configured on an action exist on the customer, the action falls back to the customer's **main contact** and sends the action to that contact. **Main contact** is the default. Keep this option if you always want a reminder to go out, even when the workflow's targeted contacts are missing on the customer. ## None With **None**, the action does **not** fall back to the main contact. If an automated email would have no recipient, it isn't sent. The action becomes a **manual task** in the assignee's *Actions to do* list. Choose **None** when your customers' main contacts are unreliable (for example on CRM-synced customers where the main contact is a generic mailbox or an incorrect person), and you would rather have a human pick the right recipient than send to the main contact by default. ## Related * [Sending automatic actions](/en-us/collection-and-collaboration/workflows-customize-your-collection/sending-automatic-actions) * [Workflow's first action logic](/en-us/collection-and-collaboration/workflows-basics/workflows-first-action-logic) # Workflow last action specificity Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/workflow-last-action-specificity Learn how the final action of an Upflow workflow loops at your defined contact delay to keep chasing aged invoices, and how task-type actions behave differently. When you are setting up your workflow, you decide how many actions you will need to plan: +100 days, +200 days or even +500 days so that you always have an action to be carried out for old invoices. The last action in your workflow will repeat itself and come up again every X days depending on what you have decided in your workflow settings regarding the minimum contact delay. This will continue until your customer pays their carrying invoice. Note that if the last action is a Task, it will not disappear from your To Do list if you *ignore* it, when an email or letter would based on your minimum contact delay. We advise you to pause your customer's collection if you wish for the task to disappear from your list for a certain amount of time. Any more questions? Submit a Support request at the top of this article. # Workflow's first action logic Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-basics/workflows-first-action-logic Understand how Upflow picks the first dunning action when a workflow is assigned, with standard or contextual logic based on the oldest invoice due date. 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. Even if you change the workflow logic, if a customer has an ongoing collection, the logic will stay standard until the carrying invoice is paid. When a new carrying invoice will start the collection, the contextual logic will be applied. ### 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. ## Changing the workflow logic Note that changing the workflow logic will impact the customers at different levels. All customers that are already in a collection process will stay on the initial logic. Only customers that have not received a reminder yet will be moved to the new logic. #### Example 1 Your customer received two reminders for their carrying invoice A on the Standard logic. You change the logic to Contextual. This customer will stay on course, as if the logic hasn't changed. #### Example 2 Your customer received reminders in the past, but has no outstanding invoices today, or a new one was issued, but has not received a reminder yet. The latter is waiting to be performed. You change the workflow's logic. The new logic will then be applied. ## What happens if I forget to send or complete a manual action? All actions planned before the due date expire when the invoice is due. All actions planned after the due date will never expire. The only ways to proceed to the next action are to execute it or ignore it by clicking on “Ignore” in the Actions list view. ## Restarting the workflow ### Unexpected restart When deleting templates in a used workflow can sometimes send customers back to the workflow first action, even if they were already in the middle of it. We recommend not deleting templates if this is the case, or check if any customer has this template as "last sent action", or pending (to be manually performed). Then perform it or move them to the next action sooner than expected. ### Manually restart a customer's workflow Today, there's no feature or button allowing to manually restart an ongoing workflow for a customer. The best route is to create a new workflow or duplicate an existing one. Rename it, edit your templates, and once ready, assign your customers to it. If you went with a duplicated version and do not need the initial workflow, we recommend to check if the latter: * isn't used in smart rules - if it is, update the rule(s) * isn't assigned to customers anymore Then, you can go to your workflows list and delete it. #### What happens when I change the assigned workflow back and forth? Let's say your customer is assigned to workflow A, and received Reminders 1 & 2 from it. A. You assign them to workflow C. No action is **sent** from it. B. You assign them to workflow C. One action is triggered, but "Ignored" (clicked the button). C. You assign them to workflow C. One action is **sent** from this workflow. In all three scenarios, as long as the workflow is still running on the same carrying invoice, once you assign them back to Workflow A, they go back to where they were, meaning Reminder 3. Do you have any questions? Don’t hesitate to [get in touch](https://support.upflow.io/hc/en-us/requests/new)! # Action types - Collection Reminders Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/action-types-collection-reminders Mix emails, calls, SMS, tasks and letters in Upflow workflows, choose between automatic and manual actions, and escalate your dunning cycle for better recovery results. When managing your Actions to create the perfect communication with your customers, define the type of each reminder you want to send through your cash collection cycle. Combine multiple channels to serve your goals—escalating from emails to phone calls—and get better results! You will be able to choose between automatic and manual actions. The first type will roll in the background with nothing else but their setup to do, while the second requires their assignee to complete them. | Screenshot | Step | | - | - | | Workflow configuration panel | Set this from any Workflow's configuration panel, either by clicking on an existing action or creating one from scratch. | | Action type field | Select your preferred type from the eponymous field. | | Toggle to mark an action as automated or manual | Select whether it should be automated or not (when available). | Actions will be triggered and/or sent out following the conditions you defined and your organization's settings: * Trigger- time elapsed (in days) since the carrying invoice's issue/due date * Minimum contact delay- time elapsed since the execution of the workflow's previous action Minimum contact delay * [Schedule](https://app.upflow.io/organization/-/settings/company)- Your desired time of the day for automatic actions to be sent Refer to this [dedicated article to learn more about automatic actions](/en-us/collection-and-collaboration/workflows-customize-your-collection/sending-automatic-actions). #### Important for both manual and automatic actions: Note that if the trigger between two actions is less than the minimum contact delay, the latter will be the one applied. For example, there is a 3-day delay between Action 1 and Action 2, while the minimum contact delay is 5 days. Then, Action 2 will be triggered 5 days after Action 1, not 3 days. ### Manual actions Displayed on their assignee’s Actions tab from their due completion date, these actions must be validated or skipped. The workflow remains stuck at this step until then. They can be entirely reviewed and updated from a type change to a content update, including document attachments or notes logging. ❗Even as an admin, if you are not an action’s assignee, you will neither see it on the actions list nor be able to complete it from the customer’s details. | **Type** | **Description** | **To populate** | **Trackable** | | - | - | - | - | | **Emails** | Set up like their automated version, you can choose the sender via the **From** field. Select your profile or an alias. | | Per recipient: | | **SMS** | With a higher opening rate than emails, they enable a less formal contact as thoroughly tracked. This feature comes with [fees](/en-us/collection-and-collaboration/sms/sms-reminders-pricing). | | | | **Calls** | Calls work as reminders. They do not allow you to phone from your organization but display a script for their assignees to complete with their notes. | | | | **Letters** | Formalize the conversation tone. You can also send registered letters — for past due notices, for instance. This feature comes with [fees](/en-us/collection-and-collaboration/letters/postal-reminders-pricing). | | | | **Tasks** | Destined to the action’s assignee and not the client. The former are reminded of the expected behavior (limit access to a service, notify another team…) and can log their feedback before completing. | | | 💡 Review your completed actions and measure their efficiency from their list, your customers’ and invoices’ timelines, or the dedicated Analytics widget! Do you still have a question? [Submit a Support request](https://support.upflow.io/hc/en-us/requests/new)! # Aliases Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/aliases Create dedicated email aliases in Upflow settings to power a fully white-labeled portal experience for your customers when they pay or interact with you. The alias feature allows you to use specific email addresses to offer a fully white-labeled portal experience to your customers. # Managing your alias ## Creating an alias To create an alias, head over to your [Settings > Aliases section](https://app.upflow.io/organization/-/settings/aliases). Click on “Add alias” and fill out the different fields. The email address domain must be the same as the one configured in your [Deliverability section](https://app.upflow.io/organization/-/settings/domain/dns). If you add an address with a different domain, the payment notifications will be sent from [notifications@upflow.io](mailto:notifications@upflow.io). Once added, this email address will receive a confirmation email from [no-reply@upflow.io](mailto:no-reply@upflow.io:): The alias will be marked as unverified until you click on the confirmation email. You can resend the verification email if you did not receive it. Once you click on the email's link, you will be redirected to the following page, and can then "Continue to Upflow". ### Verified alias Once redirected from the email to Upflow, your alias is verified, and you can start to use it. You can create as many aliases as you want and create several aliases for the same email address. Note: if the alias doesn't show as Unverified (orange), the alias is then active and available to use. ## Editing an alias Only the display name and email signature can be updated once an alias has been created. ## Deleting an alias You can delete an alias, but if it’s used on the payment receipt, you will need to use another alias before deleting it. # Use an alias for your email reminders Please note that aliases are by default suggested in the "From" field (sender), but not in the To fields (main recipients, cc/bcc). You can however manually enter the email address, and press enter. Then save your email template. ## Automatic emails Once an alias is verified, you can use it to send automated email reminders. Go to your workflows and select the alias as the sender of an automated action: If the alias is unverified, you will see a note and won't be able to select it. ## Manual emails Like for automatic emails, you can select the alias as the sender directly from your workflows. When accessing the pending manual email from your Actions list view or when selecting the template, the sender will be automatically set up on the alias. You can change it if needed. As you send a manual email, you can also select which alias to use as the Sender: The signature will be used for both manual and automatic emails. Your customers' replies will go to the alias email address, except if you selected another email address in the workflow ["Reply to" section](/en-us/collection-and-collaboration/workflows-basics/default-reply-recipient-configure-your-reminders-reply-to). ## Emails sent via alias In your customers' timelines, you will be able to see who performed the action. If an alias was used, you will be able to identify it from the “From” section when you expand the email. You can also hover your mouse over the initials at the action's right. In the list of all actions, you will only be able to see who performed the action. ## Payments-related notifications You can configure an alias for [branded notifications originating from your customer portals](/en-us/customer-portal/customer-portal/overview). *Do you have any questions?[Contact our Support](/en-us/essentials/get-started/contact-our-support-team)!* # Collection tag inserter Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/collection-tag-inserter Personalize Upflow reminders with dynamic tags that pull invoice references, amounts and customer details into each follow-up, then organize your dunning at scale. Managing collections effectively is essential for maintaining a healthy cash collection, and our **Collection Tag Inserter** is designed to simplify this process. This feature enables you to apply meaningful, actionable tags to your **collection reminders**, helping you organize and streamline your follow-ups with ease. ## Why use tags? Tags are incredibly helpful for managing your workflow. With the Collection Tag Inserter, you can focus on what matters most, saving time and reducing the risk of missed payments. While setting your actions, include tags in your templates. Each tag will return a specific value when the action is triggered. | For instance, this template… 👇 | …becomes this action 👇 | | - | - | | | | ## Insert tags in your action templates Access your Workflows list view and either select an existing workflow or create a new one. Then click on the action you wish to update and follow these steps: ### Step 1 - Add a tag by typing `/` ### Step 2 - Search for a tag by typing it in the editor. The tags are ranked by usage within our base. Your customer and invoice custom fields are available on the list. Once selected, you can easily identify what part of your content is a tag: #### 💡 Certain tags are provided with an information tooltip: #### You can also add a hyperlink: | 1 - Type your text in the email body and highlight it | 2 - Click on the hyperlink symbol on the right: | 3 - Add your URL and click Submit: | | - | - | - | | Type your text and highlight it | Hyperlink icon | Add your URL and click Submit | This is what it'd look like in the email template: Hyperlink example in email template #### Add bold, italic or underline your text and tags: 💡 HTML options available in our previous version won't be available per se. However, you can now directly apply bold, italic or underlined format by using your keyboard. Highlight your text, then: * For bold, press **Cmd b** or **Ctrl b** ; * For italic, press **Cmd i** or **Ctrl i** ; * To underline, press **Cmd u** or **Ctrl u**. → Or use the tools at the bottom of the email body: ### 3 - Don't forget to save! Once you've updated your template, remember to click **Save**. Then, you can proceed to the next action. ## What tags are available? | **Display Name** | **Description** | | - | - | | Organization name | Name of the organization that is used to send the reminder (Settings > Company). | | User name | For manual emails, it will display the full name of the user sending the email. | | For automatic emails, it will display the full name of the user/alias selected as Sender. | | | Owner first name | First name of the owner. If there are several we take the first one assigned. | | Owner last name | - | | Owner full name | Full name of the owner. If there are several, we take the first one assigned. | | Owner email | Email of the owner. If there are several we take the first one assigned. | | Today | Date of the day (MM/DD/YYYY) the reminder is sent. | | Main contact full name | | | Main contact first name | | | Main contact last name | | | Main contact email | | | Customer name | Name of your customer, as displayed in Upflow. | | Customer portal link | Link to the customer portal. | | Parent customer name | If you use customer hierarchies, the name of the parent/group customer. | | Parent customer portal link | If you use customer hierarchies, link to the parent/group customer portal. | | Customer external Id | Id of your customer in your source system. | | Customer outstanding amount | When the email is sent (=due+overdue-unapplied). | | Customer due amount | - | | Customer overdue amount | - | | Customer unapplied amount | Payments, refunds or credit notes unapplied to other references (invoice, payment). | | Due invoice number list | List of the due invoice references. Comma-separated. | | Overdue invoice number list | List of overdue invoice references. Comma-separated. | | Outstanding invoice number list | List of all due + overdue invoice references. Comma-separated | | Carrying invoice number | The oldest unpaid invoice of the customer at the time. | | Carrying invoice title | Title of the collection’s carrying invoice. | | Carrying invoice link | Download link for the carrying invoice PDF. This link has a default validity of 25 days. Learn more [here](/en-us/customer-portal/customer-portal/my-customers-portal-links-validity). | | Carrying invoice issue date | | | Carrying invoice due date | | | Carrying invoice total amount | | | Carrying invoice outstanding amount | | | Carrying invoice expected amount | | | Carrying invoice days since issue date | Number of days since the invoice was issued. | | Carrying invoice days to issue date | Number of days until the issue date. | | Carrying invoice days to due date | Number of days until the carrying invoice is due. | | Carrying invoice days since due date | Number of days since the carrying invoice is due. | | Last reminder date | The date when the last collection action was executed. | | `{custom_field.label}` | Your custom fields will be available as option as well. | #### Dedicated tags for Stripe billing and Chargebee integrations only: | Stripe customer portal link | Link redirecting to your customer’s [***Stripe Portal***](https://stripe.com/docs/customer-management). | | - | - | | Chargebee manage payment sources link | Link redirecting to the customer’s Chargebee's Manage payment sources page | | Chargebee collect now link | Link redirecting to the customer’s [***Collect Now***](https://support.chargebee.com/support/solutions/articles/254747-what-is-the-difference-between-collect-now-and-record-now-options-at-the-invoice-level-#:~:text=Solution-,Collect%20Now,-%3A%0A%0AThis%20option) page | ## Note * The tags are available in collection reminders, [billing emails](/en-us/collection-and-collaboration/send-invoices-from-upflow/overview-legacy) and [action campaigns](/en-us/collection-and-collaboration/run-your-collection/action-campaigns). * The tag inserter is not yet available in the Actions To do list. * The date and amount related tags format will be based on the customer's billed currencies. Learn more [here](/en-us/upflow-configuration/your-user-profile/ui-language). * If the customer has an unapplied balance in a different currency than their billed one, the unapplied amount will be displayed next to their outstanding balance when using the "Customer outstanding amount" collection tag. While if it's in the same currency, it'll be included in the amount displayed. ## Conclusion The Collection Tag Inserter allows you to streamline your collections process by automatically adding relevant tags to your collection reminders. This feature helps you to automate your collection reminders' personalization, based on specific criteria. Do you have any questions, or feedback? [Contact our Support team](/en-us/essentials/get-started/contact-our-support-team)! # Customize Collection Reminders Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/customize-collection-reminders Tailor each step of an Upflow workflow by adjusting reminder names, recipients, tone and content, escalating from soft email follow-ups to legal involvement. Chances are you will not involve your Finance director from the very beginning of your cash collection journey ; let alone start reminding your customers of their pending invoices via postal letters, or directly reach out to their Legal team. You might also want to personalize the content of your communications with information related to the due amount, names, or simply *the* appropriate tone. Configure these variants to create a communication adapted to each step. To do so, jump on the workflow you want to adjust, and click on the action you want to improve. It will display an edition panel on the right half of your screen where you can configure the following elements from. ## Bespokable variants The name helps you identify the action and will be displayed on your Workflow’s dashboard, your Actions list; the customer or invoice timelines, but it will not be visible to your customers. An action's assignee (who can differ from the customers' Owners!) is responsible for completing the manual actions. You can add as many assignees as you want to be chosen from your teammates, individual people, specific roles (Finance users, for example), or [groups](/en-us/upflow-configuration/your-teams-access/create-user-groups). The trigger defines the moment an action is executed/triggered based on the carrying invoice's due or issue date. Note that [triggers can be overruled](/en-us/collection-and-collaboration/workflows-basics/customer-level-workflow-trigger)! An action type is your collection reminder channel. This last choice will display a template or a script of what is to be shared with your customer. You can choose to automate it or keep if manual. Only emails, sms, and letters can be automated. ### Billing templates If you send your invoices from Upflow, your workflows will contain an additional step at the top of the list. This template will have a dedicated field, called "Delay", so you can choose if the invoice must be sent on issue date, before or after the issue date: The rest of the billing template will work as actions' detailed below. ## Action templates ### Emails #### Sender Define whose address the action will be sent from. You can choose any user from your list, not necessarily the owner. It can also be a users' group, as long as you’ve created a member with the group’s email (no need to log in with it!). Or an alias. ❗ If you haven’t set your DNS, the *From* field of your recipient will display the chosen member’s name along with a generic address ([**reminders@upflow-mail.com**](mailto:reminders@upflow-mail.com)). #### Recipients Pick the right interlocutor(s) among your customers’ contacts and your team members, ; or add an external email address (❗don’t forget this will be applied across all the accounts this workflow is assigned to). Note that only the selected users will receive this email template. If they are not available at the customer level, the email will fall back to the Main contact. ➡️ Learn more on positions: [Positions](/en-us/core-entities/contacts/your-upflow-contacts). You also have the option to include all contacts on file for each customer to receive the email reminders: 💡 If the right email address lives in a custom field — for example a billing contact synced from your ERP — you can pick that field as the recipient instead. See [Send emails to a custom field address](/en-us/core-entities/contacts/custom-field-email-recipients). #### Subject Last but not least, type in your action’s content! Start with customizing your email Subject. #### Content Then, the content: You can use our [collection tag inserter](/en-us/collection-and-collaboration/workflows-customize-your-collection/collection-tag-inserter) for more personalization. #### Attach invoices From your [workflow](https://app.upflow.io/organization/-/settings/workflows) templates, for your automatic and manual actions, you can select which invoices you wish to attach by default to your email reminders: The option is by default "None". You can update it at any times and save. It can also be a different option per email reminder within the same workflow, or depending on the workflow. Read more about attachments [here](/en-us/collection-and-collaboration/workflows-customize-your-collection/add-attachments-to-my-emails). Do not forget to ***Save*** your work! ### Calls For a phone call, select the recipients, and draft a script to be followed or read through by your action’s assignee. Read more [here](/en-us/collection-and-collaboration/live-calls/live-calls-from-upflow). ### Tasks Right down the steps your team must follow at this stage of your customer collection. ### Letters Personalize the content of your letter, and attach the invoices you wish to sent along. Read more [here](/en-us/collection-and-collaboration/letters/send-postal-reminders). 💡 If you are happy with an Action, you can ***Duplicate*** it (it will be fully updatable, of course). And no worries, any outdated Action can also be *Deleted*! Do you still have a question? [Submit a Support request](https://support.upflow.io/hc/en-us/requests/new)! # Sending automatic actions Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/sending-automatic-actions Automate emails, SMS and letters across your Upflow workflows so they trigger on the scheduling time set for your organization, freeing your team from manual sends. You can set up various types of actions within your workflows: emails, calls, SMS, tasks, and letters. It also applies when you [Send Invoices From Upflow](/en-us/collection-and-collaboration/send-invoices-from-upflow/overview-legacy). For emails, SMS, and letters, you can send them automatically and save some time. ## How does it work? ### When are automatic communications sent? * All the automatic actions are sent daily depending on your [organization's scheduling time](https://app.upflow.io/organization/-/settings/company). * It is by default 8:30 AM (24h format). * At that time, the system will look at all the communications that should be sent and do it. * The communications only happen on business days (Monday to Friday). ### How do you set up automatic communications? Hit the checkbox to *Send automatically* when available (email, letter, sms). Capture D’écran 2026 05 29 À 09 49 09 Select which sender should be used to send the communication. You can use specific users, groups (all or assigned), or the owners\*. If there are several owners, we will use the one assigned first to the customer. Capture D’écran 2026 05 29 À 09 46 36 If you wish for automatic emails to be sent from a generic or group email address, we recommend creating and using a dedicated [Alias](/en-us/collection-and-collaboration/workflows-customize-your-collection/aliases). *\*Both a specific member or a verified alias can be set as default sender for automated emails. For manual emails, only a verified alias can be. If you set another member than your own profile for manual emails, the latter will be sent from your email address.* *Don't forget to save the action, and you are done.* ## How to identify automatic communications? You can see the differences across the app: in the customer's timeline, the actions list views, the workflows. #### From your customers' timelines The automated communications are identified with a lightning icon. To see what sender is used, you can expand the message content in the timeline and look at the "From" field. #### From the Actions list view > All section From there, you can filter on the Trigger: Automated. You will see the automatic actions that will be sent and the ones that have already been sent. You can also visually identify them thanks to the little A on the envelope icon. Note that automatic actions will not be displayed in your Actions To do list, as they do not require manual attention, unless the customer's contacts are missing or invalid. #### In the Analytics You can see the automatic actions in the [Team activity dashboard](https://app.upflow.io/organization/-/analytics?dashboard=teamActivity). *Note that the billing emails are not **yet** included in this analytics widget.* ### Troubleshooting: #### Can I send a scheduled automated email/action in advance? If an automated action (email/letter) is scheduled for later for a customer, but you'd like for it to be sent immediately, head to your Actions list view > All tab ([see here](https://app.upflow.io/organization/-/actions-list?page=0\&filters=%7B%22state%22%3A%7B%22in%22%3A%5B%22TODO%22%5D%7D%7D\&search=)). There, filter on "Action state contains To do" + "Customer contains *customer name*". Select the action, click the Actions button at the top right > then Perform. The action status should move from To do to Done. #### Why was the email sent from a different sender than the one set in the workflow? If your workflow email template is configured to send from a specific group / user (i.e. "Owners" or "Cash Collectors (owners)"), but the email is ultimately sent from another profile (often the organization owner), it usually means that the configured sender couldn’t be identified at the moment the email was generated. **Fallback logic** When the configured sender can’t be found, Upflow falls back to **Finance users**. Example: the workflow email is meant to be sent from **Owners**, but the customer had **no owner** when the email was sent → fallback applied → sender becomes **a finance user / the organization owner**. #### Why is my automatic email displayed in my Actions to do list? It can happen for an email reminder, initially planned as automatic, to be displayed in a user's to do list. This is related to the customer's contacts: either missing or invalid. Here's what to check 1. Check the pending action's name and the related workflow. 2. Go to the workflow and check the action's recipients fields: is it meant for the main contact? All? A specific position? 3. Then check the customer's contacts, specific position if needed. → Does the customer have no contacts? → Is the necessary contact marked as invalid? 4. Correct the customer's contact(s) for the email's automation to be regenerated. The email will then be sent the following business day. If none of the configured recipients exist on the customer, the workflow's [Recipient fallback](/en-us/collection-and-collaboration/workflows-basics/recipient-fallback) setting decides what happens: **Main contact** sends the email to the customer's main contact, while **None** leaves the action as a manual task with an in-app callout asking you to pick a recipient. Do you still have a question? [Submit a Support request](https://support.upflow.io/hc/en-us/requests/new)! # Test your email templates Source: https://docs.upflow.io/en-us/collection-and-collaboration/workflows-customize-your-collection/test-your-email-templates Send a preview email to yourself from any Upflow workflow action to validate content, formatting and dynamic tags before reminders go out to your customers. While configuring or optimizing your collection process, send yourself a test email to see how emails sent via Upflow look. Use it to refine the content and formatting of your emails. ## Test an email template In the workflow section, hit the Send a test email button from any email action template. Select which customer you would like to use to fill in the tags. The email will use the Main contact information to fill in contact-related tags. It will not include Cc or Bcc. You will then receive the corresponding email in your inbox, regardless of the template set up sender (alias, for example). This email doesn’t impact your workflows, nor can it be seen in the timeline or the actions performed. ## Test an email campaign You need to send an [email campaign](/en-us/collection-and-collaboration/run-your-collection/action-campaigns) to one or multiple customers and see how it'll look on the receiving end? Once you configured your email campaign, click *Send test email* to see how it'll look like, before sending the campaign to your customers. It needs a bit more customization? Update it! It looks good? Send you email actions! # Ask Upflow AI Source: https://docs.upflow.io/en-us/essentials/get-started/ask-upflow-ai Ask Upflow's AI assistant questions about your receivables, customers, actions, and collections from anywhere in the app, with answers based on your own data. Ask Upflow is an AI assistant built into the app. Ask it a question in plain language and it answers from your own Upflow data and from the Upflow documentation. It is available to all organizations, with no setup required. Image ## Open the assistant Click the **Upflow AI** button in the bottom-right corner of any page. The assistant opens in a panel docked above the button, so you can keep working while you chat. The panel stays open as you navigate between pages. From the panel header you can: * **Expand** the panel to fill the page for longer conversations, or shrink it back down. * **Start a new chat** or reopen a past conversation from the history picker. You can search your past conversations by title. * **Close** the panel. Your conversation is saved, so you can pick it up where you left off. ## What you can ask Ask anything about your receivables, customers, actions, and collections. For example: * "Who are my top debtors?" * "What is my aging breakdown?" * "Why has our DSO gone up?" * "Which due actions should I prioritize?" * "How do invoice workflows fire?" The assistant looks up your invoices, customers, payments, workflows, analytics, and more to build its answer. Questions about how Upflow works are answered from the Upflow documentation. Each answer links to its sources so you can verify it. ## Data access The assistant is read-only. It can look up and report data, but it cannot create, change, send, or delete anything in your account. It is scoped to your organization and your permissions, so it only sees what you already see. ## Rate the answers Under each answer you can: * Mark it as a **Good answer** or **Bad answer**. Your feedback helps improve the assistant. * **Copy** the answer as markdown. * **Try again** to regenerate the answer. # Contact our Support team Source: https://docs.upflow.io/en-us/essentials/get-started/contact-our-support-team Reach Upflow's Support team by emailing support@upflow.io or by submitting and tracking your requests from the Contact Support form in your profile. If you can't find the answer to your question and need assistance from our Support team, you can: * Directly contact [support@upflow.io](mailto:support@upflow.io) * Submit and track your support requests from your profile\* which we recommend :) #### \*To do so, click on “Contact Support” at the top right of the page: Contact Support button location You will see this page: Capture D’écran 2026 06 11 À 18 15 29 Once on the Request form page, you can simply submit your request, or first create/access your Profile to track all your Support requests. Capture D’écran 2026 06 11 À 18 14 10 Choose an email address and password, or use Google SSO. Please note that this profile is **independent** from Upflow, and can't be accessed with your usual Upflow credentials. Now, you can access your Profile or your existing requests by clicking on your name. If our Documentation [here](https://docs.upflow.io/en-us/essentials/get-started/contact-our-support-team) isn't enough to help answer your question(s), please share as many details in your request as possible, with examples, so our team has as much context as possible and can assist you at best. #### When looking at your existing requests, you can see different statuses: * **Open:** We received your request and are investigating. We are doing our best to get back to you quickly and efficiently. * **Awaiting your reply:** We replied to you and updated your ticket. We might need more information from you, or confirmation that everything is working as expected. * **Solved:** Your ticket was resolved. If you need to continue on a solved request or the issue is happening again, you can reopen it or create a follow-up: * Solved less than four days ago: you can add comments that will reopen the thread for our team * Solved more than four days ago, you can create a follow-up request # 🚀 Upflow Onboarding Guide - Introduction Source: https://docs.upflow.io/en-us/essentials/get-started/onboarding-guide-introduction Walk through Upflow's six-step onboarding journey, from initial setup to go-live, with most teams completing the full configuration in a few days to weeks. Welcome to Upflow! This guide will walk you through your configuration from setup to go-live. ⏱️ Most teams complete this over **just a few days or at most a few weeks.** ## 📍 How to use this guide * Focus on **one step at a time** * Each step includes tasks to complete, key decisions, and validation * Some steps are **blocking** — don’t skip ahead * 🆘 If you get **stuck** at any step: * refer to your **onboarding checklist** * [Ask AI](https://docs.upflow.io/en-us) Download [**Contact the support team**](https://support.upflow.io/hc/en-us/requests/new) ## 🧭 Your Progress | Step | Topic | Est. Time | | :- | :- | :- | | **Step 1** | [🔌 Sign up & sync your data](/en-us/essentials/get-started/step-1-sign-up-sync-data) | 30–60 minutes (+ time for the initial sync to complete) | | **Step 2** | [👥 Manage your team](/en-us/essentials/get-started/step-2-manage-your-team) | 30–60 minutes | | **Step 3** | [⚙️ Configure your settings](/en-us/essentials/get-started/step-3-configure-your-settings) | 1-2 hours | | **Step 4** | [💳 Collect online payments](/en-us/essentials/get-started/step-4-collect-online-payments) | 30-60 minutes | | **Step 5** | [📝 Configure workflows & automation](/en-us/essentials/get-started/step-5-configure-workflows) | 2–4 hours | | **Step 6** | [🚀 Go live (and final checks)](/en-us/essentials/get-started/step-6-go-live) | 30–60 minutes | **Tip:** Follow along with your onboarding checklist and check each step as you go. If you have not received a dedicated onboarding checklist, please get in touch. 👉 Let's get started: [**Step 1 - Sign up & sync your data**](/en-us/essentials/get-started/step-1-sign-up-sync-data) # 🔌 Step 1 — Sign up & sync your data Source: https://docs.upflow.io/en-us/essentials/get-started/step-1-sign-up-sync-data Connect your billing or ERP system to Upflow so customers, invoices, and contacts become visible — the first step of the onboarding before going live. **Goal:** Connect your billing or ERP system so your customers, invoices, and contacts are visible in Upflow. ⏱️ **Estimated time:** 30–60 minutes (+ time for the initial sync to complete) ### Before you start **Upflow starts in Test Mode.** Test Mode is a safe onboarding state that prevents anything from being sent to your customers while you're still setting everything up. Manual actions are blocked, automation can't be enabled, and a banner stays visible so it's always clear you're in a safe state. You'll exit Test Mode in Step 6 when you're ready to go live. Testmodebanner Learn more: [Test Mode](https://docs.upflow.io/en-us/upflow-configuration/organization-configuration/test-mode#test-mode) ### Actions * Sign up and connect your integration * Validate that your data has synced correctly * (Optional) Connect your CRM (Salesforce or HubSpot) * (Optional) Connect your bank account for Cash Application ### Connect your integration Head to the [sign up page](https://app.upflow.io/signup) and select your integration. Follow the setup guide for your system: Sync * [NetSuite](/en-us/integrations/netsuite/connect) * [Sage Intacct](/en-us/integrations/sage-intacct/connect) * [QuickBooks Online](/en-us/integrations/quickbooks/connect) * [Stripe Billing](/en-us/integrations/stripe-billing/overview) * [Chargebee](/en-us/integrations/chargebee/connect) * [Pennylane](/en-us/integrations/pennylane/overview) * [Xero](/en-us/integrations/xero/connect) * [Zuora](/en-us/integrations/zuora/connect) * [Upflow API](/en-us/technical-documentation/api/integrating-with-the-upflow-api) Don't see your integration? Contact [Upflow Support](https://support.upflow.io/hc/en-us/requests/new). **One important note for multi-entity setups:** if you use subsidiaries (NetSuite, Sage Intacct, Xero), create one Upflow organization per subsidiary. ### Connect your CRM (Optional) Upflow connects to Salesforce or HubSpot to both import data into Upflow (contacts, account owners, custom fields) and export collections data back to your CRM for wider team visibility. * **Salesforce** — see the full setup guide: [Connecting Salesforce to Upflow](/en-us/integrations/salesforce/connect) * **HubSpot** — see the full setup guide: [Connecting HubSpot to Upflow](/en-us/integrations/hubspot/connect) *Using a different CRM? Reach out to our team to explore your options.* ### Connect your bank account for Cash Application (Optional) Cash Application matches incoming bank transactions to your open invoices, so payments are reconciled without manual work. To do this, Upflow needs regular access to your bank transactions — the recommended way is a **bank feed**, which imports them automatically every day through **Plaid**. * Go to **Settings > Cash Application**, click **Add bank or account**, and authenticate through your bank's secure login. * Transactions import at least once per day, and duplicates are filtered out automatically. * Plaid supports over 12,000 institutions. If yours isn't listed, you can import transactions from a CSV file instead. See the full setup guide: [Connect your bank account for automatic transaction import](/en-us/cash-application/bank-feed/connect-your-bank-account-for-automatic-transaction-import) ### Validation — Required to continue Once your integration is connected, confirm the following before moving on: * Customers, invoices, and contacts are visible in Upflow * Data is syncing correctly * No major gaps or inconsistencies in amounts, due dates, or contact details * (Optional) If you connected a bank account, transactions are importing and appear in Cash Application Do not move forward until your data looks right. Everything in Steps 2–6 depends on the accuracy of what's synced here. 👉 Next: [**Step 2 — Manage your team**](/en-us/essentials/get-started/step-2-manage-your-team) # 👥 Step 2 — Manage your team Source: https://docs.upflow.io/en-us/essentials/get-started/step-2-manage-your-team Add team members to Upflow with the right roles and assign account managers to customers before configuring workflows and automation in later steps. **Goal:** Add your team to Upflow and make sure everyone has the right access before you configure workflows and automation. ⏱️ **Estimated time:** 30–60 minutes ## Actions * Add your team members with the right role and position * Assign account managers to their customers (can also be done before Step 5) ## Key decisions * **Who owns collections day-to-day?** This determines who gets assigned as action assignee in your workflows — get this right before you configure them in Step 5. * **Does everyone need to see all customers, or should visibility be restricted?** Account Managers with a Member role can only see their assigned customers. If your sales or CS team is involved in collections, this matters. * **How will you assign users to customers?** Manual assignment works for small teams or one-off changes. For larger teams, consider a CSV upload, Smart Rules, or Salesforce if it's your source of truth for account ownership. ### Add your team Invite the team members who will collaborate in Upflow. Each user needs both a **role** (what they can configure) and a **position** (what data they can see). You must invite users to each Upflow organization separately in a multi-entity setup. The table below shows how roles and positions combine to define what a user can do and see: | | **Assignee** | **Admin** | **Member** | | :- | :- | :- | :- | | Manage settings, integrations, workflows | ✓ | ✓ | — | | Perform collection actions | ✓ | ✓ | ✓ | | Complete assigned tasks | ✓ | ✓ | ✓ | | Transfer organization ownership | ✓ | — | — | | **Position** | **Who sees what** | **Notes** | | :- | :- | :- | | Finance User | All customers | May be used as a fallback assignee for actions and notifications — expect more notifications for this position. | | Account Manager | Assigned customers only (if Member role) | If given Admin role, sees all customers. Best for sales or CS teams involved in collections. | | Accountant | All customers | Similar to Finance User but not involved in collections. | **How to add a user:**