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Kolleno Product Feature Library

Detailed guides for advanced configuration and platform wide features.

Filters

All you need to know about filters in Kolleno

Why is the filters’ setting different even though you did not change it?
How do filters work across the Kolleno platform?
How to Find Invoices Not Yet Sent Out in CommunicationIdentify invoices send or not to your customers.
How to Filter by Deactivated UsersFilter your users by looking at records linked to deactivates team members.
Understanding "Empty" vs "F" in NetSuite Boolean FiltersUse "is not T" for checkbox fields to match both F and empty — they behave differently in NetSuite.
How to Find Customers Missing Contact DetailsUse this filter to find customers with no email or phone number saved in their profile.
Filter Customers by Email Sent and Email ReceivedSearch Customer emails by subject or body using “Email Sent/Received Content” with the Contains operator.
Filter Customers by Last Company Communication Date Sent to ThemFind customers with no emails or calls from your team within a specific date range.
How to Use “Days Due” and “Invoice Days Overdue” Filters in the Invoice TableTrack invoice due dates and overdue status.
Dynamic Filters for Customer Portal and StatementsGuide to setting up and saving dynamic filters to control which invoices, credit notes, and payments customers see in the Customer Portal and Statements
Workflow Filters - Customer & GroupTarget workflows at customer or group level to manage balances, escalate chasing, and personalise communication.
Workflow Filters – PayoutsAutomate reconciliation of outgoing payouts to review provider settlements and fees.
Workflow Filters – Emails, PersonReact to incoming emails and route communication to the right contacts automatically.
Workflow Filters – Payment Plans & Promise to PayAutomate workflows for instalments and payment commitments to reduce defaults and improve collection outcomes.
Workflow Filters – Payments (PSP) & Payments (ERP)Use Payment filters to track PSP transactions and ERP-recorded payments for retries, allocations, and reconciliation.
Workflow Filters – Invoice & Credit NoteManage invoices and credits in workflows to keep balances accurate and escalate reminders effectively.
Dynamic Date FiltersDynamic date filters in Kolleno to view time-based data that automatically updates with each day.
Inv. Days Latest Note Modified FilterInv. days latest note modified filter to identify invoices based on the most recent note modified.
Filter Customers by Customer Group Workflow StatusFilter customers based on whether their customer group is part of an active workflow.
Days Before / After Next Installment is DueLearn how to use the “Days before / after next installment is due” filter to view customers based on the due date of their next unpaid installment.
Days Before / After Any Unpaid Installment is DueLearn how to use the “Days before / after any unpaid installment is due” filter to identify overdue or upcoming payment plan installments.
Customer Activity Date and Days FiltersFilter customers based on when key activities happened using fixed dates or rolling days since today.
Communication

Instructions on how to initiate communication and the different communication types available on the platform

Sending CommunicationsSend SMS, emails, or make phone calls directly from Kolleno.
Phone calls and the automated attendantsHow to respond to automated attendants while making a call on the platform
Using Smart Fields in written communicationSeveral different automatic prompts can be input to bring data directly from the system to save you from having to manually insert the data.
Spell checkI cannot see any spell check tool on the platform
SMS Failed to sendWhat happens if an SMS fails to send?
Email failed to sendWhat happens if an email fails to send?
How to Verify a Phone Number in KollenoCheck if a phone number is valid, mobile, landline, or VoIP in Kolleno.
What to do when I change email addresses in my Kolleno system?This article will go through how to forward emails from your old email address to the new email address you have connected to Kolleno
Disconnecting Your Email AccountDisconnect your email account from Kolleno in just a few simple steps.
Troubleshoot phone call issues: check browser audio settingsFix call issues via audio settings
How to Edit The Rich Text EditorThis article will take you through how to edit the HTML for buttons in Kolleno
Attaching ERP Files to Customer EmailsRetrieve and manually attach ERP files from storage when sending an email to a customer.
Display All Tags on a Record in TemplatesShow tags assigned to customers, invoices, or other records directly in your templates.
Emails

Anything related to receiving/sending emails

Email bounced back saying an error occurred when delivering to recipientThis article will go through the multiple reasons emails bounce back when being sent through Kolleno.
DMARC PolicyThis article will go through, what is DMARC, how it can help you and how it is setup.
Why are my emails going to spam?This article will go through the possible reasons your emails are landing in spam and how you can minimize this from happening.
Auto-forward the emails receivedSet up auto-forward on emails that would usually be received by the Kolleno platform.
Replying or forwarding an email does not contain the threadMissing the email thread with your Microsoft emails integration.
How to re-establish your email connectionIf you receive a pop up asking to reconnect your emails
Attach Credit Notes/Invoice PDFs to your manual emailsWhen sending manual emails, you can attach the credit notes and/or invoice PDFs.
How to send manual emails even if PDFs are not availableYou do not want your manual emails sendings to be blocked because your ERP is not returning the PDF.
Assigning Customer Portfolios to Email ProfilesLimit access to Email Profiles to specific Customer Portfolios.
Assigning Users to Email ProfilesLimit access to Email Profiles to specific Users.
Managing Multiple Email Profiles in KollenoSet up multiple email profiles, enabling you to connect different email accounts with distinct settings tailored to your specific needs.
Choosing an Email Signature when Composing an EmailPick the right signature depending on the situation.
Understand the Reason an Email was Assigned to a CustomerFind out the history of why an email received is present on a Customer timeline.
Microsoft Exchange: admin approvalGet your admin to approve the Kolleno app in your Microsoft tenant.
How to connect an Email Address for sending onlyIf you want to connect your inbox account only for sending, not receiving emails.
Download the actual Email Sent or ReceivedGet the original email file received in Kolleno.
How to Connect a Dummy Email Address for Testing in KollenoAdmins can connect a test inbox via Email Profiles > Select profile > Connect > Kolleno Email Account.
How Kolleno Assigns an Email to a CustomerAutomatically assigning emails to the right customer using reply chains, tags, and content analysis.
Email Link Tracking in KollenoTrack email link clicks by default to see when customers engage.
Why You Can’t Reply to Emails from onmicrosoft.comReplies to @onmicrosoft.com addresses are blocked as they aren’t monitored or customer-facing.
Troubleshooting Email Errors with Invoice PDF AttachmentsError sending invoice email due to PDF attachment issue—check ERP or contact your admin.
Will Kolleno log my reply if I was CC’d on an email sent from Kolleno?Replies from your personal business email address are logged if the Kolleno address stays in the recipients list.
Why Email Read/Unread Status May Be InaccurateEmail read status uses a 1-pixel tracker and may be wrong if images auto-load or are blocked.
Email Sending Blocked Due to Blacklisted RecipientsEmail will not send if any recipient is blacklisted; clear all recipients first.
Google Email Connection – Required ScopesScopes required to connect your Gmail account with Kolleno.
Intelligent Email Drafting with Multilingual SupportInstantly generate professional replies in multiple languages.
Difference Between Manual and Workflow Emails With BOUNCE or COMPLAINT Contacts (Custom DNS Only)Understand how manual and workflow emails handle BOUNCE/COMPLAINT contacts and how to fix blocked workflows.
Resolving Email Integration Disconnection in KollenoReconnect your email integration to restore automated communications.
Reconnecting Your Microsoft Exchange InboxReconnect your Gmail to Kolleno for sending and receiving emails.
Reconnecting Your Gmail InboxReconnect your Gmail to Kolleno for sending and receiving emails.
Reconnect Your IMAP/SMTP InboxReconnect your IMAP/SMTP to Kolleno for sending and receiving emails.
How to Send a Manual Email with Attached InvoiceManually send an email from Kolleno and attach customer invoices.
How to Manually Send an Invoice from Local Storage as an Email AttachmentThis article explains how to manually attach an invoice (or any relevant file) to an email and send it to your customer.
Email customer statement attachmentsAttach customer account statements to emails for clearer balance visibility and faster payment reconciliation.
Display Tags with Dates in Email TemplatesDisplay the exact date a specific tag was added to a record using smart fields in templates.
Payments

Manage payment methods, automatic charging, refunds, and payment provider integrations.

Do you have a customer who is experiencing issues making card payment?A customer is struggling to make payment online via customer portal
Payment MethodsLearn how to add and manage payment methods for your customers in Kolleno.
How to Connect Open BankingThis article will take you through how to set-up your account to accept open banking payments via the customer portal
Payment Method Priority - Automatic Charging
How to connect my Blink Account?In this article, we will discuss the benefits of connecting a Blink account and how to connect your account on the platform
How to upload a Fastpay bounce file?This article will go through the simple steps to upload a FastPay bounce file into your Kolleno system.
How to export a Fastpay CSV file?This article will go through the simple steps to export and download a FastPay CSV file from your Kolleno system.
Stop a Customer or Invoice to get paid automaticallyStop a specific customer or invoice to get charged on the payment method on file.
What Exchange Rates are used?This article explains what exchange rates are used in Kolleno.
Who triggered the payment?Find out who or what triggered a payment going through Kolleno.
View Payment Synchronization StatusCheck the synchronization details about payment charges and your ERP.
How to issue a refund from KollenoYou may need to refund a customer for a payment, you can do that via the Kolleno Payments tab within your customer
Understanding Open Banking Testing with Modelo SandboxOpen banking payments made through the Bank Modelo Sandbox environment will remain in "PENDING" status by design, as this testing environment is built to validate your integration rather than complete…
Viewing Payment Service Provider (PSP) PayoutsQuickly view PSP payouts and check synchronization with your ERP system.
Viewing Kolleno Payments (PSP Payments)Easily access PSP payments and manage refunds or ERP synchronization.
Viewing ERP PaymentsQuickly access and review payments as recorded in your ERP system.
Capturing Overdue Invoices Automatically During Payment RunsSet how many days past due to include overdue invoices in automatic payment runs.
Payment Report and Invoice Balance Breakdown DetailsClick the three-dot menu on an invoice and select "Payment report" to view payment details.
Add Preferred Method of PaymentSet a preferred payment method in the Customer Hub or Portal under Payment Methods settings.
Charge Card or Direct Debit on FileProcess saved payment methods and apply surcharges
Can I Increase the Payment Limit for All Payments?Payment limits are set by your provider (e.g. Stripe). Contact them to request an increase.
Blocking Invoice Payments Over the Open BalanceControl whether customers can submit payments higher than the remaining invoice balance.
Why Are My Invoices in "Payment – Pending" Status?Find out why your invoice shows "Payment – Pending" and how to check payment sync status after it's paid.
View Payout Synchronization StatusCheck the synchronization details between payouts and your ERP.
Excluding invoices from automatic chargingKeep flexibility with payments by excluding specific invoices from auto-charge, such as those disputed or paid via bank transfer.
Charge Payment Method on Customer PortalAllow your customers to charge the apyment methods on file,
Auto-charge payment methodUnderstand how to set the auto-charge payment method on file between Auto detect,
Request for Automatic Notes for Successful Payment ChargesRequest support to enable automatic notes for successful payment charges.
Managing Refunds in SFTP-Connected EnvironmentsRefunds via Kolleno interact with invoices and how to automate synchronization using API or workflow integrations.