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Workflows & Outreach

How Stuut decides when to contact a customer, who it sends from, and how to pause or shape outreach.

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How workflows run

A customer’s stage is set by their most overdue open invoice. The oldest invoice always wins.For example, if a customer’s oldest invoice is 95 days past due and a newer invoice reaches your 60-day stage, Stuut doesn’t send a separate 60-day email for the newer invoice. The customer stays on the stage their oldest invoice has reached.To change this, set a max overdue days limit on the workflow. Invoices older than that limit are ignored when choosing the stage, so the remaining invoices decide it.
Because the oldest invoice sets the stage (see above), a customer with a very old backlog lands straight on your later, firmer stages. Two options:
  • Set a max overdue days limit so very old invoices don’t drive the stage.
  • Send everyone a friendly first touch with a scheduled Account Statement workflow (see below).
Your CSM can help you pick the right approach for your go-live.
No. It waits for the next stage it reaches. To send everyone something on day one, schedule an Account Statement workflow for the next day. Statements are a separate kind of workflow and can be targeted to specific customers with segments.
Usually the next day, especially if today’s sending window has already started.
It moves to the next available outreach day. Weekends are skipped unless you’ve selected them as outreach days.
Yes, by setting the workflow’s sending window, which is at least 1 hour. The window must start after your daily data sync finishes, so Stuut is working with fresh invoice data. Once you move to auto-send, you can widen the window.To change the time for a single stage, use override workflow time on that stage.
Yes, both happen. Many teams override the email stage’s send time so the email lands after the call.
Invoice-created stages only run for new invoices that arrive after the stage exists. They don’t look back at invoices created before you added the stage.
We don’t recommend backfilling, because it could send reminders about invoices that have since been paid. Work with your CSM on a targeted catch-up instead.
Admins can duplicate a workflow to use as a starting point, and roll a workflow out to a percentage of its audience so you can test a change before applying it to everyone. If you don’t see these options, ask your CSM.

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Senders and content

Yes. Each stage in a workflow can have its own email sender. The picklist shows the mailboxes connected in your organization’s mail settings.
  • Shared mailboxes can be selected by anyone.
  • Personal mailboxes are only visible to their owner, so that person must edit the stage to choose their own mailbox.
  • Someone like your CFO needs to connect their mailbox first. It can be connected as personal and then made shared. Microsoft admins can connect any mailbox without delegation.
  • Replies go to the sender’s inbox.
Only if their mailbox has been connected in Stuut, for example by an admin. Only users with Stuut access can connect mailboxes.
Yes. Your FDE can bring the ERP field in as an invoice custom field and add an invoice filter to the workflow, for example to exclude refunds or a particular invoice type. The filter carries through to your templates.
Workflow emails attach the PDF of the invoice that triggered the stage. PDFs are attached individually rather than zipped, because zip attachments hurt deliverability. If attachments are very large, the email is held as a draft for you to review.
An Excel file of the custom table in your statement template.

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Pausing and stopping outreach

Outreach pauses for:
  • An open dispute on the invoice
  • An acknowledged promise to pay
  • An active payment plan
  • A paused dunning state on the customer, set manually or by the agent
An ongoing email conversation with the customer does not pause outreach on its own.
Move the customer to a paused dunning state. A default Third Party Collection state exists for this and excludes the customer from all outreach. To exclude only specific invoices, open a dispute on them or send your FDE the list.
Depending on your Playbook, the agent may record a payment promise on that invoice, which stops outreach on that invoice. If you allow the agent to change dunning states, it can pause the whole customer on requests like “don’t email me.” Either way, you’ll see a task noting the change.
By default, Stuut keeps following up on partially paid invoices. If you’d like to ignore small remaining balances, ask your CSM about setting a threshold.

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Not supported yet

Not yet. With auto-send off, drafts collect in your Collections Inbox for review.
Not yet. For now, reassign the customer or task, or CC internal contacts on outreach. Internal notifications are planned.
Not today.