Customer Hub
View and manage customer profiles, balances, contacts, timelines, and collection activity.
99 articles
Configuration
Configure & setup the customer
- Customer contactsLearn how to add, edit, and manage customer contacts in Kolleno.
- Contact positions & Contact primaryThis article will explain what it means to have a customer marked as the primary contact and how to change this setting.
- Linked CustomerLearn how to link customer accounts to manage shared invoices and communication.
- Assign contacts to an an invoiceSend emails to separate invoice contacts
- How to mark a contact as inactiveYou can find any inactive contacts in the Incorrect Contacts Report
- New version of the platformAlways click "Refresh now" when available
- Add Custom fields to your Kolleno CustomersCapture extra customer data using custom fields in multiple formats.
- Group Similar Contacts for a Simplified ViewOrganise contacts by email and position for a more efficient and readable layout.
- Understanding Timeline References (Invoices, Credit Notes, Payments & Attachments)Learn what invoices, credit notes, payments, and attachments mean in your customer timeline.
- Customer TimelineLearn how to track all customer interactions, invoices, payments, and communications in one place.
- How to Export a Customer TimelineLearn how to export a customer’s timeline to PDF for reporting or sharing.
- Reassign Timeline EventsLearn how to reassign inbound timeline events such as emails or SMS messages to another customer.
- Set the Parent of a Customer GroupDecide who is the ultimate parent of a Customer Group, useful for your workflows.
- Copy Deep Link to an EmailCopy a direct link to any email from the Customer Hub timeline, or build one with workflow smart fields.
- Understanding the Customer DashboardLearn how to interpret key metrics and columns in your Customers Dashboard.
- How to Create an Export of Your Customers PageLearn how to export and download your customers list from Kolleno.
- Data Filters in Customer DashboardLearn how to filter, customise, and export customer data from the dashboard.
- Customer DashboardIn this article, we will be sharing with you some of the functions available in the customer dashboard.
- Where to find your customer's statement of accountWith one click, you can download or send the statement of account
- Draft emailsYou can now save draft emails in Kolleno
- How is "Average Days Late (Weighted)" Calculated in Kolleno?Weighted average of days late, giving more impact to larger invoices.
- How to Pause Chasing for a Customer GroupYou can pause a Customer Group without affecting the Customers. Useful for Customer Group Workflows.
- Customer Group Credit Limit and View Credit UtilizationPause chasing or manage credit limits for customer groups directly from the Customers list.
- Pause Chasing for a Customer until a Specific DateTemporarily stop automated chasing for a customer, either indefinitely or until a specific date.
- Viewing Credit Intelligence in Customer InsightsTrack credit scores, limits, and utilization to make informed credit decisions.
Files Storage
Upload, link, manage, and share customer files internally and via the Customer Portal.
- Files Storage Overview and Files TypesEasily upload and manage customer files in Kolleno, with tags, invoice links, and visibility control.
- Linking an Invoice to a FileClicking the invoice value opens the table to filter and link invoices directly to the file.
- Files from ERP (NetSuite)Sync file fields from NetSuite to Kolleno. Setup required—contact Support to enable.
- File Bin: Temporary File StorageDeleted files go to the Bin for 30 days. You can restore or permanently delete them during this time.
- Viewing Uploaded Files from the Invoice TableView and download additional files linked to an invoice directly from the download button dropdown.
- Viewing Files in the Customer PortalCustomers can view invoice files or open the Files tab for documents linked to their profile.
- Automatically Attach Files in Workflow CommunicationsAttach invoice or customer files (from storage) in workflows using tags and toggle options in the Automation template.
- Attaching Files from Storage in EmailsAttach stored files to emails via the paperclip icon. Only files marked visible to customer are sent.
- Upload and Reuse Global Documents in KollenoHow to upload standard documents once and reuse them across templates and workflows.
Customer Portal & payments
Configure the Customer Portal experience and payment-related settings, including request-to-apply Credit Notes/Payments.
- Customer PortalThis article will be looking into the customer portal feature
- Understanding the Credited Invoice StatusLearn when Kolleno marks an invoice as Credited, how it differs from Paid, and how to track credit activity using the Amount Credited column and filter.
- Unable to Pay via Open BankingFix Open Banking payment failures by completing your bank account setup with required legal entity details.
- Apply Credit Notes and PaymentsAllow your customers to request to apply Credit Notes and Payments to Invoices6 articles
- Branding & layoutCustomize the portal look and structure (logo/branding, columns, and layout controls).4 articles
- Access, links & sign-inHow customers access the portal, how to share links, how smart fields differ, and how to invalidate links / enable sign-in.5 articles
- What customers can seeControl which invoices, balances, files, credit notes and payments customers can view in the portal, and how statuses appear.8 articles
- Paying invoices in the portalConfigure and manage portal payment behaviour: selecting invoices, one-time payments, limits, minimums, and payment-status display.7 articles
- StatementsManage customer statement download options and statement formats available in the portal1 article
Customer setup & configuration
Configure customer records, contacts, linked customers/groups, tags, custom fields, audit logs, and ERP shortcuts.
- Title as Contact Position in Business CentralImport the titles of your contacts from Business Central to Kolleno.
- NetSuite Deep Link to the Customer recordDirectly access the customer record in NetSuite from Kolleno without the need for a search.
- Viewing Customer Audit LogsEasily track changes to key customer fields made by users, systems, ERP, or workflows.
- One-Time Bulk Assignment of Customers to Account OwnersKolleno can assist with a one-time assignment of customers to account owners (users) via CSV on request.
- Linked Customers Use CasesThis article will describe the use cases for the linked customers feature in Kolleno.
- How Kolleno Handles Customers with Multiple CurrenciesUnderstand how invoices in multiple currencies are displayed and consolidated in Kolleno.
- One-Time Bulk Update of Invoice Tags via CSVKolleno can assist with a one-time assignment of tags to invoices via CSV on request.
- Customer Configuration in KollenoLearn how to customize and manage individual customer settings in Kolleno.
- Understanding Timezones in KollenoKolleno handles different types of date and time fields and how timezone settings affect what you see.
- One-Time Bulk Upload Customer Groups CSVLink customers into hierarchical customer groups quickly by uploading a simple CSV file.
- Viewing and Exporting Audit LogsTrack and export a complete history of changes made to customer records.
- One-Time Bulk Update of Customer Tags via CSVKolleno can assist with a one-time assignment of tags to customers via CSV on request.
- One Time Bulk Import of Persons (Contacts) via CSVRequest a one-time bulk import to create person records in Kolleno using a properly formatted CSV file.
- View customer and record level audit logsHow audit logs track changes across customers, invoices, credit notes, and payments in one consolidated view.
- View the date and time a contact was addedSee the exact date and time when a contact was imported, displayed in your browser’s timezone.
Chasing, credit & Promise to Pay
Manage chasing rules, credit controls, customer performance/insights, and Promise to Pay workflows and issues.
- Customer profileThis article will look at what the customer profile depicts and how to access it.
- Switching Customers for ChasingLearn how to manage customer chasing settings to control automated reminders and communications.
- Custom Note RemindersHow to Set Custom Reminders on Customer Accounts
- Set a Credit Limit for a CustomerDefine credit limits for your customers so you know what is the maximum open balance they can have.
- Promise to Pay error messageReceiving a red error at the bottom of the screen requesting you contact support
- Create a Promise to PayEasily record a Promise to Pay on invoices to stay on top of overdue payments and improve cash flow.
- How is "Average Days Overdue" Calculated in Customer insights KollenoAverage Days Overdue in Kolleno shows how long, on average, your customer’s open invoices are past their due date.
- How is "Average Days to Pay" Calculated in KollenoAverage Days to Pay in Kolleno shows how long, on average, it takes a customer to pay their invoices after the due date
- Customer Strike LevelsRank customers by payment performance to improve prioritization and collections.
- Promise to Pay (P2P) TrackingHow to Log and Track Promise to Pay (P2P) Commitments
- Creating a Task from a Customer ProfileLearn how to create and manage customer tasks directly from the profile timeline.
Timeline & activity
Understand and manage the Customer Timeline, including exporting, reassigning events, and logging communication activity.
- How to Assign Tags to EmailsEasily tag emails to organise communication by topic, customer type, or priority.
- How to Identify Which Email Addresses BouncedHover over the “Bounced” label to see which email address failed to deliver.
- How to Manually Log a Phone CallLog phone calls made outside Kolleno and keep your timeline complete.
Customers dashboard (All Customers)
Use the Customers dashboard to filter, export, and understand columns/metrics across your full customer list.