⚠️ To use adaptive templates, you’ll need to connect your own email domain so that messages are sent directly from your email address.

For setup instructions, please refer to our help guide:
Send emails from Adfin using your Microsoft 365 or Gmail address.

💡 More personal chasers = faster payments!

Step-by-step guide to adaptive templates

Create adaptive templates

Adaptive templates are predefined messages that Adfin uses when communicating with customers. You can easily copy and paste any existing messages you already use (for example, the reminders you typically send when an invoice due date is approaching or your standard overdue notice), or you can create new templates directly within Adfin.

Below is an example email that may be similar to the email you typically have to manually send to your customers when their invoices are overdue.

Dear Ms. Taylor,

I hope you’re well. This is a friendly reminder that Invoice #INV-1047, dated September 10, 2025, for the amount of £2,450.00, is now 15 days overdue.

We understand that delays happen, but we’d appreciate it if payment could be made as soon as possible. Please find the invoice attached for your reference.

Payment Details:
Amount Due: $2,450.00
Due Date: September 30, 2025

Payment Method: Bank transfer or credit card (see invoice for details)
If payment has already been made, please disregard this notice. Otherwise, we kindly ask that you settle the balance by October 20, 2025 to avoid any late fees.

Please let me know if you need any additional information or a copy of the invoice.

Thank you for your prompt attention to this matter.

Best,
Jane

This example email will be used in the following steps to show how you can turn an existing message into a adaptive template in Adfin.

Steps to create an adaptive template

Open Adaptive templates
In your Adaptive templates settings, click “Add adaptive template.”
Add a title and message
Give your template a title (for example, Standard Overdue Notice) and either paste in your existing email or create a new one from scratch.
Publish the adaptive template
Click “Publish” to save your template.
Edit or delete anytime
You can return to edit or delete adaptive templates at any time.

How adaptive templates are categorised

When you publish a template, Adfin automatically assigns it a type: Payment reminder, Mandate reminder, Payment updated or Informational. The type decides where the template can be used, for example only payment reminder templates appear in the payment reminder dropdown.

The type can't be edited directly. It's re-assessed each time you publish, so a clear title and wording that matches the job (for example "Overdue payment reminder") will keep it in the right category. If a template isn't appearing where you expect, please contact us on live chat and we'll help.

Send a message using your adaptive templates

Steps to use adaptive templates

Go to the Payments view
Navigate to the ‘Payments’ view, select the relevant invoice, and open the Activity log.
Send a message
From the Activity log, click ‘Send message’.
Choose a template
Select the adaptive template you want to use.
Review auto-filled details
Adfin intelligently detects and extracts placeholder text from the template (e.g., customer names or invoice amounts) and automatically pre-fills these details for your review before sending.
Send the message
Click ‘Send Message’, and the email will be sent to your customer directly from your email domain. The message will include the relevant payment details and will use your custom template, ensuring the communication matches your brand’s tone and feels highly personalised - helping you just get paid.
Review sent messages
You can revisit the Activity log at any time to review the messages sent to the customer, as all communications are automatically logged there.

Set up adaptive templates in your customer agents

Open your customer agent
1. Go to your customer agent settings here:
  https://console.adfin.com/customer-agents
Create or edit an agent
1. Choose an existing agent to edit, or
2. Create a new agent from scratch.