Your collection agents can email your customers from your own email address, in your own words. You write each message once, or start from Adfin's recommended wording, and we adapt it to every customer when it's sent. Any message you're happy with can be kept in your saved messages, so you can reuse it in other agents or send it to a customer as a one-off.
Saved messages replace what used to be called adaptive templates in Settings. Your messages now live inside your collection agents, right next to the step that sends them.
To send messages from your own email address, you'll need to connect it first. See Send emails from Adfin using your Microsoft 365 or Gmail address.
What do we mean by adapted?
This is how one saved message becomes the right email for each customer. Adfin's recommended wording uses placeholders like [Name], [Number], [Amount], [Date] and [Link]. When the message is sent, your collection agent detects placeholders, adjust the wording, and fills in the right details for that customer, such as their name, invoice number, amount and due date.
You can keep the placeholders as they are, reword around them, or paste in an email you already send. Any links you add yourself, for example to your website, are kept exactly as you typed them.
Saved messages work in emails only. SMS and WhatsApp messages always use Adfin's standard wording.
Write a message in a collection agent
Every email step in a collection agent has a Sender:
Adfin email: Adfin's standard email, sent from [email protected] in your branding, with an optional custom message.
My email: your own subject and message, with adapted text, sent from your connected email address.
To write your own:
Go to Collection agents and open the agent you want to edit.
Under Communication, click the pencil icon on the step you want to change
Under Sender, select My email.
Edit the Subject and Message as you wish
Click Done then Save changes.
You can write your own messages for:
Optimised chasing: Set a message for Before due date and After due date.
On Demand steps: Initial delivery, Reminder or Overdue notices
Auto Collect steps: Mandate request, Card on file request, Send newly issued invoices or Use On Demand if retries fail.
Statements: under Skills, Statements.
Send a test to yourself
Click Send test to yourself in any message to email yourself a copy straight away. It's sent from your connected email address to the email address you log in to Adfin with. It uses an example customer and invoice rather than real ones, and the subject starts with [Test]. Nothing is sent to your customers.
Save a message to reuse it
You don't need to save a message for your agent to use it: whatever you write in a step is what that step sends. Save a message when you want to use the same wording somewhere else, or send it to a customer as a one-off.
In any message, open Saved messages and:
click Save as new template and give it a name, to add the current message to your saved messages
pick a saved message from the list to load it into the step
click Save changes to update a saved message you've loaded
Any adaptive templates you created in Settings before this change are already in your saved messages.
Send a one-off message
Open a customer, invoice or payment request and click Send message.
Choose one of your saved messages.
We adapt the message to that customer. Review the To, Cc, Subject and message, and edit anything you need.
Click Send message, then Send now.
Pricing
Sending from My email is an enhanced feature, marked with the Enhanced badge. When you get paid using an enhanced feature, an additional fee is charged. You can find the rate at www.adfin.com/pricing or in your order form. Mandate requests and card on file requests sent from your email are never charged, and neither are test emails.
Common questions
Where have my adaptive templates gone? Your messages now live in the collection agent that sends them, and anything you want to reuse is in your saved messages. Settings > Adaptive templates now shows a notice with a Go to collection agents button.
Do I have to save every message? No. A message you write in a step is used by that step straight away. Saving is only for reusing it elsewhere or sending it as a one-off.
Can I use adaptive text in SMS or WhatsApp? Not at the moment. It's email only, and SMS and WhatsApp use Adfin's standard wording.
Why did my customer get an Adfin email instead of one from my address? First check that the step's Sender is set to My email. If it is, open the customer's Activity log: a Failed adaptive notification will show the reason, usually an expired email connection or your provider's sending limit