You may, from time to time, receive a notification in Kolleno that a type of communication could not be sent to your customer.
If an email could not be sent, Kolleno will create a task for you to review. The task will display like the following:
EMAIL in the workflow 'Overdue Workflow' could not be sent.
On your customers' timeline, you will see a note that has been automatically pinned reading something like:
EMAIL in the workflow 'Overdue Workflow' could not be sent. Likely due to a missing or invalid email address.
Here is how we diagnose an issue like this. On the customer timeline, use the filter to find the respective email, SMS or note in question.
Click the yellow "Automated" button which will take you into the exact area of the workflow where the issue arose.
Step 1: Check the customer contacts and ensure there is a contact in the customer's profile.
Step 2: Check the workflow has been setup to capture the correct customer contact field e.g. primary contact vs other contact within the email node configuration.
Step 3: If an invoice was attached to the email, can it be downloaded from the timeline? If yes, move to step 4. If no, ensure the email templates being used in the workflow have the following setting toggle on: "Send if invoice PDFs are not available". The workflow will re-attempt sending the email with the invoice as a PDF. Problem solved.
Step 4: Open your customer tab (from the main tab) and add the filters of the workflow criteria one line at a time. e.g. customer balance is greater than 0, customer is not paused for chasing.
Step 5: Repeat the filters on the Invoices tab to test the criteria of the invoice filters.
If your customer does not meet these workflow criteria within the customer or invoice list from steps 4 or 5, then it is not meeting the workflow criteria and an update to your workflow needs to be made.
If the first three steps have been completed, and the final two steps are met, then please send the customer code and the workflow code from the URL to Kolleno support. We will do a deeper diagnoses.
Customer URL code: 👇
Workflow URL code: 👇
NOTE: If you do not want the workflow to restart. Add a Node at the bottom that has an action e.g. assign to portfolio is an easy one. Once you've added the node, ensure to add a filter in the workflow that excludes that portfolio(s). e.g. customer portfolio is not one of XYZ before saving the workflow so no customer ever returns to the workflow.