If your workflow emails didn’t send at the expected time, there are two common reasons.
1. The “Customer Follow up” workflow is waiting for invoices
This is expected behaviour in Kolleno.
What this means
In workflows where emails are part of a bulk communication, Kolleno checks if the customer has relevant invoices before sending. If no qualifying invoices are found at the time of execution, the email node does not send and waits until invoices become available.
What you can do
Check if the customers in the workflow have invoices at the time the workflow was triggered.
Review the workflow structure: is the email node directly dependent on invoice availability?
If you’re unsure, contact Kolleno Support (support@kolleno.com) with the workflow link.
2. The email was sent later than the time set on the step
What this means
The time set under “When should we send this communication?” is the earliest time the email can be sent, in your company’s timezone. It is not a single fixed send time.
The sending window opens at that time and stays open for about 1 hour 45 minutes.
Anything that reaches the step during the window is sent on the next workflow run (every 30 minutes).
Anything that reaches the step after the window has closed waits until the same time the next day.
Example: with a 9:30 AM send time:
An invoice created at 8:00 AM is sent at 9:30 AM.
An invoice created at 10:50 AM is sent the same morning, on the next run.
An invoice created at 2:00 PM is sent at 9:30 AM the next day.
What you can do
Check the time set on the email step and that your company timezone is correct.
If you want emails to go out in a tighter batch, contact Kolleno Support (support@kolleno.com) to set a closing time on the step.