This article explains how to set up and manage automated communication workflows in Fease, allowing schools to efficiently send out follow-up actions like reminders and letters of demand to debtors.
The Workflows allows you to create and manage automated sequences of actions.
Navigate to the Workflows tab in the main menu.
You will see existing workflows, such as the "Standard" workflow, which includes a number of automated actions and the total accounts associated with it (e.g., 7 Actions, 1,059 Accounts).
You can create custom workflows tailored to your school's needs.
Go to Configuration > Workflows.
Click New to start creating a new workflow.
Note that an account can only belong to one workflow at a time.
Name the Workflow: Enter a descriptive name for your workflow (e.g., "Aggressive Workflow").
Automatic Option: Check the "Automatic?" box if you want the workflow to run automatically.
Add Follow-up Actions: Click "Add" to define steps within your workflow.
Description: Provide a description for the follow-up action (e.g., "Pay Now Reminder").
Age Bracket: Select the age bracket for outstanding balances this action applies to (e.g., "31-60 Days").
Days Outstanding: Specify the exact number of days outstanding for this action to trigger (e.g., "33 days").
Prerequisite Action: If applicable, select a prerequisite action that must occur before this action can run.
Action Type: Choose the type of action to send (e.g., "Send Email").
Fallback Actions: Navigate to 3 dots on the far right hand side and select Add Fallback. The fallback action will look at if the recipient received communication from the primary action and if it fails then the fallback action will be executed. For example, if recipient 1 received an email but it failed due to no email address, then they will receive a sms if you have added a fallback sms to the primary action.
Recipients: Select who should receive the communication (e.g., "Accountable Person," "Parent 1," "Parent 2"). To note: Public schools in South Africa should send Section 41 letters to both parents.
Templates: Select the appropriate email or SMS template for the communication in English and Afrikaans. You can preview the templates.
Click Save & Close or Save & New to add more actions.
Workflow actions can be duplicated, disabled and deleted by navigating to the 3 dots on the far right.
Save Manually: After setting up your workflow and its actions, remember to click the "Save manually" button to apply your changes.
View Workflow Details: Click on an existing workflow (e.g., "Standard") to view its configured follow-up actions. Each action shows its criteria (e.g., 31-60 Days Outstanding), the number of Outstanding accounts it applies to, Scheduled accounts, Completed actions, and a Success rate.
You will be able to automate workflow actions individually too, for example automate sending all friendly reminders to accounts that fall within that age bracket, but waiting for manual action to be taken on paid actions such as Section 41 letters.
Fallback Actions: users will be able to add fallback actions to all workflow actions. This is where a fallback email or fallback sms could be sent if the initial action fails. Fallback actions take only the account holder actions into
The total amount of accounts in a column refers to all accounts that are outstanding in a specific age period.
The number of the accounts in the “To Do” column refers to all outstanding accounts where the admin user still needs to take action on and schedule / send follow-ups.
Please note that these columns in the workflow refers to all accounts in a specific age bracket and it does not take into account the category that is selected for that specific follow-up action.
Disable/Enable Individual Workflow Actions: If you don't want a specific action (e.g., a "Friendly Reminder") to be sent, you can disable it from the workflow configuration page. Go to Configuration > Workflow,, click the three dots next to the action (far right), and select "Disable". A "DISABLED" tag will appear.
Scheduling Follow-Up Actions:
Schedule All: To schedule all available follow-up actions within a workflow, click the Schedule All button. A pop-up will show a summary of actions to be scheduled, including estimated costs. You can toggle off specific actions if you don't want them included in the current bulk schedule. Click Schedule All to confirm.
Once scheduled, a success message will appear. The number of Scheduled accounts for each action will update.
Managing Missing Information: Workflows may indicate if some accounts have missing contact information that prevents actions from being scheduled. A "View" link will guide you to details in d6+ Finance.
View Scheduled Actions (Bulk): Navigate to Reports > Actions. This page displays all the action on all accounts that has ever been taken.
You can see the account, action type (e.g., "Email Letter Of Demand (61-90 Days)"), recipients, status, and scheduled date.
Filter actions by Scheduled, In Progress, Completed, Failed, or Cancelled status.
Send Actions (Bulk):
Select individual actions using checkboxes or click "Select all" to choose all available actions on the page.
Click the Send button. A message will confirm the bulk send.
View Individual Action Details: Click View next to an action to see its scheduled details, including the intended recipient and the content that will be shared (e.g., a Letter of Demand).
Status Updates: Once actions are sent, their status will update to "Completed". If an action fails (e.g., due to a missing email address), it will show as "Failed".
Important note: To avoid charges for actions like Registered Letters of Demand, review and rectify all failed actions by updating contact details. Consider pausing accounts until updated, as incorrect information (e.g., wrong email, full inbox) will incur costs.
By leveraging Workflows, your school can automate key communication processes, ensuring timely follow-ups and efficient debtor management.
This FAQ addresses common questions about managing debtor accounts within the Fease platform, including navigating, filtering, and interacting with individual account details.
What is the "Debtors and Accounts" section in Fease used for? The "Debtors and Accounts" section allows you to view and manage all your individual client accounts at a glance.
How can I filter accounts in the Debtors section? You can filter accounts in several ways:
Side Filter: Filter accounts by age bracket (e.g., "Highest Age Bracket").
Workflow Filter: Filter accounts by their current workflow status (e.g., Active, Paused, Disabled).
What information is available when I "drill into" an individual account? When you select an individual account, you can access comprehensive details including:
Account Status: View and change the current workflow status (e.g., Active, Paused, Disabled).
Contact Information: Displays contact details such as email and mobile number.
Balances Tab: Shows current financial balances for the account.
Learners Tab: Lists associated learners (children) with their respective total balances.
Notes Tab: Allows you to add Text Notes, Promises to Pay, and Internal Notes. Text Notes and Promises to Pay will appear on the debtor's statement.
Actions Tab: Displays scheduled or completed follow-up actions.
Transactions Tab: Provides a detailed list of all financial transactions.
Timeline Tab: Offers a chronological view of all communications, payments, and actions.
Can I record a "Promise to Pay" from a debtor? Yes, you can record a "Promise to Pay" under the "Notes" tab of an individual account. This allows you to log the date, promised amount, and communication type.
How do I preview or send statements and follow-up actions from an individual account? You can preview a statement directly from the individual account view. From there, you can also schedule and send follow-up actions like a Letter of Demand. The system will indicate the cost for such actions. Ensure that you have enabled the Email statements under Configuration > Settings > Email Statements
Where can I see an overview of all scheduled actions across different accounts? All scheduled actions can be viewed under Reports > Actions. From this report, you can send individual actions or perform bulk sends.