Payment reminder outreach
Invoices coming due get a friendly text. Invoices past due get a call. Your team gets involved only when a conversation needs judgment.
Trigger
An invoice due date approaches or passes, tracked as a date field on the contact.
Built from
Why teams set this up
Most late payments are forgetfulness, and chasing forgetfulness is a poor use of a person.
Most late invoices resolve without staff
A consistent, polite escalation path
Humans handle only the judgment calls
How the automation runs
Rent reminders go out on the 27th, and on the 8th the AI calls the four units still outstanding. Two pay that day, one commits to Friday and gets a reminder for Friday, and the genuine hardship case routes to the property manager with full context.
- 1CRM update
Due dates live as fields on the contact
- 2Outbound SMS
Three days before due: a friendly heads-up with the amount
- 3Wait step
The due date passes
- 4Outbound call
Five days late: a polite call that records a promised payment date
- 5Conditional branch
Disputes and hardship cases route to a human immediately
The same workflow in different businesses
Property management
Rent reminders and late follow-ups run identically across the portfolio, every month.
Accounting firms
Invoice chasing stops consuming admin hours, and partners only hear about disputes.
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
Combine behavior, sentiment, service history, and conversation data into proactive retention workflows.
See the journey →Churn risk intervention
Route each at-risk customer into a playbook based on value, issue, urgency, and preferred channel.
See the journey →Renewal journey automation
Coordinate education, value review, objections, approvals, offers, and signatures before the deadline.
See the journey →Common questions
How does the payment reminder outreach workflow start?
An invoice due date approaches or passes, tracked as a date field on the contact.
Which channels does this use?
This workflow runs over sms, outbound voice. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →More from billing and collections
Polite, persistent money conversations that run themselves until a human needs to decide.
Failed payment recovery
A failed card kicks off a recovery cadence measured in hours: a text with the update link, an email, then a call before the next billing cycle.
Invoice question hotline
Callers asking about a balance, a charge, or a due date get the real answer from your billing data, on the first call, with no hold music.
Refund status updates
Where-is-my-refund stops being a phone queue. Callers get live status, and status changes text the customer before they think to call.