Smart workflows automatically adjust reminder steps when a customer makes a payment, ensuring reminder tone stays aligned with the account’s true overdue position.
How reminders behave without smart workflows
Without smart workflows enabled, Collect assigns reminder steps based on the oldest overdue invoice on an account.
If any overdue invoices remain unpaid, the workflow continues escalating
Invoice age does not matter — escalation continues while anything is overdue
Once all overdue invoices are paid, the account resets to the start of the default workflow
This behaviour does not change in response to partial payments.
How Smart Workflows Change Reminder Behaviour
Smart workflows adjust reminder positioning after each payment, so the reminder tone better reflects the customer’s actual overdue position.
When smart workflows are enabled, Collect reassesses the account whenever the invoice driving the current reminder is paid.
How Smart Workflows Adjust Reminder Steps
When the oldest overdue invoice is paid, Collect will:
Identify the new oldest overdue invoice on the account
Recalculate the most appropriate workflow step based on that invoice’s age
Move the account backwards in the workflow if required
Reset the account to the start of the default workflow if no overdue invoices remain
This prevents reminders from continuing to escalate when the account’s overdue position has improved.
What Smart Workflows Don't Change
Smart workflows only affect which reminder step is assigned.
They do not change:
Reminder schedules
Templates
Linked workflows or timing rules
All existing reminder settings continue to run as configured.
Example: Smart Workflow Adjustment
A customer account is currently at Reminder 4 because its oldest invoice is 42 days overdue.
The customer pays that invoice
The next oldest invoice is now 24 days overdue
Reminder 2 normally applies at this age
With smart workflows enabled, Collect immediately moves the account back to Reminder 2, ensuring the reminder tone matches the true overdue severity.
Why this matters
Smart workflows help ensure reminder communications stay proportionate.
More accurate tone
Reminders reflect the real overdue age of the accountImproved customer experience
Reduces friction caused by unnecessary late‑stage reminders
Enabling Smart Workflows
Smart workflows can be enabled from:
Settings → Reminders → Smart workflows
Frequently asked questions
Can customers still receive over‑escalated reminders?
No. Smart workflows are designed to prevent forward escalation that does not match the account’s overdue age.
When the oldest overdue invoice is paid, the account will:
Stay at the same reminder step, or
Move backwards to an earlier step
It will never move forward to a more severe reminder as part of smart workflows.
Do I have to enable smart workflows?
No. Existing Collect customers can choose whether to:
Continue using the current workflow behaviour, or
Enable smart workflows
For new customers, smart workflows are enabled by default and the legacy workflow behaviour is not available.