Send a Message from a Receivable Account to keep the communication with the Customer's collection work. You can queue it now or choose a future send time.
Before you start
You need collection write access in the Customer's Business Unit. That Unit needs a healthy sending Email Identity, and the Customer needs saved Customer Contacts with email addresses.
The composer selects saved Contacts. Typing an address in the recipient field searches those Contacts; it does not create a new Contact.
Compose and send
- Open Receivable accounts and select the Customer.
- Open Account actions → Compose Message.
- Under To, choose one or more saved Contacts. Use Cc if another saved Contact should receive a copy.
- Enter the Subject and write the Message. Check the recipients and text before continuing.
- If needed, select Attach files. The composer accepts up to five PDF, TXT, CSV, PNG, or JPEG files, with a combined size limit of 2 MiB.
- Select Send to open the delivery-time step.
- Choose Send now, or Schedule send and enter a Send date and time.
- Select the final Send now or Schedule send button.
- Read the Message queued or Message scheduled confirmation, then select Done.
The first Send button opens the timing step. The final button submits the Message.
Check delivery and reply
Open the account's Messages tab to review the conversation and Delivery State. A queued Message is waiting for sending; it is not proof of delivery. Check the later result before assuming the Customer received it.
To reply to an inbound Message, use its Reply action in the conversation. This retains the reply context rather than starting an unrelated conversation.
If sending is blocked or the result is uncertain
Read the composer notice. A missing or unhealthy sender, blocked Contact, stale Ledger data, or a collection hold can prevent sending. Final checks also run when a scheduled Message becomes due.
If the send response was lost and the composer offers Retry send request, use that saved request. It retains the original recipients and content. Avoid composing a second copy while you check the first Message's result.
If no saved Contacts appear, or Compose Message is missing, ask your Organization Owner or Organization Admin to check the Contact records and your access.