> ## Documentation Index
> Fetch the complete documentation index at: https://support.stuut.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflows & Outreach

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

# Workflows & Outreach

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

## How workflows run

<AccordionGroup>
  <Accordion title="How does Stuut decide which stage of a workflow a customer is in?">
    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.
  </Accordion>

  <Accordion title="We're onboarding customers with very old invoices. Why are they only getting our most serious messages?">
    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.
  </Accordion>

  <Accordion title="If an invoice is already past the first stage when we go live, does it get that first email right away?">
    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](/collections/segments).
  </Accordion>

  <Accordion title="If I turn on a workflow today, when does it start sending?">
    Usually the next day, especially if today's sending window has already started.
  </Accordion>

  <Accordion title="What happens if a stage falls on a weekend or a day we don't send?">
    It moves to the **next available outreach day**. Weekends are skipped unless you've selected them as outreach days.
  </Accordion>

  <Accordion title="Can I control what time drafts are ready each morning?">
    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.
  </Accordion>

  <Accordion title="If a call and an email are scheduled for the same day, do both go out?">
    Yes, both happen. Many teams override the email stage's send time so the email lands after the call.
  </Accordion>

  <Accordion title="Why didn't my 'invoice created' notification send for an existing invoice?">
    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.
  </Accordion>

  <Accordion title="Can Stuut catch up on outreach that was missed while a workflow was off?">
    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.
  </Accordion>

  <Accordion title="Can I copy a workflow, or try a new one on part of my customers first?">
    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.
  </Accordion>
</AccordionGroup>

## Senders and content

<AccordionGroup>
  <Accordion title="Can different stages send from different people — for example, our CFO for later stages?">
    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.
  </Accordion>

  <Accordion title="Can someone without a Stuut account be a sender?">
    Only if their mailbox has been connected in Stuut, for example by an admin. Only users with Stuut access can connect mailboxes.
  </Accordion>

  <Accordion title="Can I exclude certain invoices from outreach based on an ERP field?">
    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.
  </Accordion>

  <Accordion title="Why is only one invoice PDF attached when the email lists several invoices?">
    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.
  </Accordion>

  <Accordion title="What does 'attach Excel spreadsheet' on statements include?">
    An Excel file of the custom table in your statement template.
  </Accordion>
</AccordionGroup>

## Pausing and stopping outreach

<AccordionGroup>
  <Accordion title="What pauses outreach to a customer?">
    Outreach pauses for:

    * An open **dispute** on the invoice
    * An acknowledged **promise to pay**
    * An active [payment plan](/collections/payment-plans)
    * 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.
  </Accordion>

  <Accordion title="How do I stop outreach for a customer we're sending to a third-party agency?">
    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.
  </Accordion>

  <Accordion title="A customer says 'we already paid — stop emailing.' What does Stuut do?">
    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.
  </Accordion>

  <Accordion title="Can I stop outreach on an invoice that's almost fully paid?">
    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.
  </Accordion>
</AccordionGroup>

## Not supported yet

<AccordionGroup>
  <Accordion title="Can I see a queue of every email going out today?">
    Not yet. With auto-send off, drafts collect in your Collections Inbox for review.
  </Accordion>

  <Accordion title="Can a workflow send internal escalation emails, for example to sales?">
    Not yet. For now, reassign the customer or task, or CC internal contacts on outreach. Internal notifications are planned.
  </Accordion>

  <Accordion title="Can Stuut send physical mail?">
    Not today.
  </Accordion>
</AccordionGroup>