Aiwyn invoice emails

Summary

The Aiwyn invoice email is first generated and sent from your practice management system. When you send a posted invoice through the Aiwyn mail rule or to your Aiwyn inbound email, Aiwyn picks it up, wraps it, and sends it to the intended recipients or the billing contacts (depending upon your settings).

The following article contains commonly asked questions, tips for sending, and methods for sending Invoice Emails.

Included in this article:

• Requirements to send an Aiwyn invoice email
  • Invoice must be posted
  • Email recipients
  • Zero dollar invoices
  • Invoice PDF must be included in the email
  • Invoice PDF file name
  • Aiwyn inbound email address
• Example invoice sending scenario for firm using mail rule
• How to load invoice PDFs into the portals without actually sending to clients
• Invoice date
• Bulk invoice emails
• CCH Axcess: Resending invoice emails

Requirements to send an Aiwyn invoice email

• The invoice must be posted
• The recipients must exist in the practice management system OR be included in the original outgoing email
• The invoice must not be zero dollars
• The invoice PDF must be included in the email as an attachment
• The invoice PDF file name must match your "inbound_email_attachment_invoice_delimiter" (documented in your Implementation Plan's configuration table)
• The invoice PDF file name must also include the real invoice number
• The invoice email must be sent to your Aiwyn inbound email address (documented in your Implementation Plan's important links tab) and note the email address is case sensitive. If you use a mail rule, this is routing to that email already. If you do not use a mail rule (CCH Axcess systems do NOT use a mail rule) then be sure the recipient is your exact Aiwyn inbound email address.
• If an Aiwyn invoice email bounces, the client's email will show on your daily Bounced Email Report.

Invoice must be posted

You can send the invoice email as you were taught during implementation and then post the invoice in your practice management system. Or you can post the invoice and then send.

This send/post or post/send action depends on your practice management system. As long as both actions occur, once the invoice is recognized in our system as being posted, and the email was received into our email system, the wrapped Aiwyn invoice email will go out to the appropriate recipients.

Not sure if the invoice was posted or want to check if it is being recognized in Aiwyn?

1. Go to your Aiwyn Firm Portal.
2. On the Invoices tab, if you do not see the invoice then that means Aiwyn is not recognizing it, either due to it not being posted, it is not recognized as being posted yet (CCH Axcess has a delay), or there is a database connection issue.

If you suspect a database connection issue, please contact support@aiwyn.ai immediately. 

Email recipients

The majority of firms using Aiwyn have the configuration "maintain_recipients_ingested_email" to TRUE, meaning the invoice email you send goes to the email recipients you've entered in the original invoice email you've sent from your PM system or from your email system.

Firms using CCH Axcess however, have this set to FALSE, which means the invoice email instead sends to the billing contacts that are on file for this client in Axcess.

Zero dollar invoices

Aiwyn will only send invoices if the amount due is greater than zero dollars. Even if you post and send a zero dollar invoice correctly, Aiwyn will not route the zero dollar invoice to the client.

Zero dollar invoices show only in the Firm Portal under the paid Invoices section. Clients do not ever see zero dollar invoices.

Invoice PDF must be included in the email

For many Aiwyn firms, they have a parameter in their Mail Rule that is looking for both the subject line of the email and the attachment file name of the email. Your specific Mail Rule parameters are documented in your firm's IT Checklist used during Implementation. CCH Axcess firms do NOT use a Mail Rule and can disregard this section.

Some firms do not have this Mail Rule parameter, either because there is no static (unchanging) wording in your Invoice PDF file names, or because your email system does not have file name attachment wording as a possible parameter. 

Regardless of this, if the Invoice PDF was not included in your original invoice email sent from your PM system or from your direct email (such as outlook) then the Invoice Email WILL NOT SEND to the client, nor will their PDF be downloadable in the Firm or Client portal.

The ONLY way for an Invoice PDF file to be downloadable in the Client or Firm portal is for it first to be sent to Aiwyn's Inbound Email address (your specific Aiwyn Inbound Email address is documented in your Implementation Plan's Important Links section). 

Remember, your Invoice data is always going to be located in the Firm and Client portals, regardless of whether or not the Invoice Email was sent. However if no Invoice PDF was ingested by Aiwyn, then the Invoice PDF will not be downloadable in either the Firm or Client portals.

Invoice PDF file name

The file name of the Invoice PDF is a crucial component of the invoice email process. Both the static (unchanging) wording and the exact Invoice Number are two pieces that must be in the Invoice PDF's file name.

Your invoice PDF File always includes "Invoice_" - this is your delimiter. Any invoice PDF you route to Aiwyn must include this delimiter in the file name. 

The other parameter is that the PDF file name must also include the actual invoice number.

For example: Invoice_12345 - the first part includes the delimiter, the second part includes the actual invoice number. 

Your firm's actual invoice delimiter is documented in your Implementation Plan on the configuration tab. 

Aiwyn inbound email address

Most firms using Aiwyn route invoices to their Aiwyn inbound email address through a mail rule setup by your IT admin during Implementation. Firms on CCH Axcess DO NOT use a mail rule, and instead send their invoices directly to their Aiwyn inbound email address.

However in either scenario, the Aiwyn inbound email address is case sensitive. You cannot capitalize any letter in the Aiwyn inbound email address - the entire address must be all lowercase letters. 

For example: abcaccouting@inbound.aiwyn.ai

If this had instead "ABCAccounting" - the invoice email will NOT work because all the letters must be lowercase to match your system's naming structure.

Your Aiwyn inbound email address is documented in your Implementation Plan's important links tab.

Example invoice sending scenario for firm using mail rule

The firm has the following configurations in place:

• Invoice attachment delimiter is "Invoice_"
• Maintain recipients ingested email is true - meaning invoice email will send to whomever you entered as the recipients of your email
• Mail rule is looking for the subject line "Invoice_Aiwyn"
• Mail rule is looking for the attachment file name to include "Invoice_"
• Mail rule is redirecting messages to the recipient "abcaccounting@inbound.aiwyn.ai" 

In the practice management system, the firm admin is ready to send the invoice email. They do the following:

1. Post the invoice (not a zero dollar invoice)
2. Prepare the invoice email in their practice management system
3. Ensure the billing contacts are loaded into the TO field of their invoice email
4. Ensure the subject line of the outgoing message matches their mail rule "Invoice_Aiwyn"
5. Send the invoice email
6. They can check to see that the invoice was sent by either viewing it in their billing email inbox, or by going to the Aiwyn Firm Portal and viewing the Invoices tab. If you see the invoice PDF available for viewing, that means the invoice email was sent correctly.

How to load invoice PDFs into the portals without actually sending to clients

If you want to make the invoice PDF available in the Client Portal, but do not want to send the client an invoice email, there are some workarounds you can employ.

For this workaround, you must confirm that "maintain recipient ingested email" is true for your firm (check your Implementation Plan or contact support for confirmation). If you use CCH Axcess, this workaround WILL NOT WORK, instead proceed to the next section below. 

Then you can send the invoice email from your practice management system and direct it to yourself (and not the client). This will allow the PDF to be ingested by Aiwyn, thus making the PDF available for download in the Client Portal.

Other alternatives include downloading all the various invoice PDF files, ensure the PDF file name includes your delimiter and the invoice number, attach 10-20 PDFs to a single email in Outlook, send it to your own email, and then the subject line must match your mail rule. Please reference your Implementation Plan's Important Links section for your mail rule (generally it is Invoice_Aiwyn but please confirm for your own firm by checking your plan).

Invoice date

Keep in mind if you employ the Invoice Load steps above to load up old invoice PDFs, be careful you don't unintentionally update the invoice date.

Check your Implementation Plan's configuration setting for the invoice date; if the start date of the invoice is posted date, then the invoice load technique outlined above will work fine.

However if you chose to have the date of the Invoice equal the send date, then before you do your invoice load project, let your Implementation Manager know so they can temporarily change your configuration setting to posted date.

Bulk invoice emails

You have the ability to send the same billing contact one invoice email that includes multiple Invoices, even invoices from multiple different client accounts where the billing contact is the same person. Some practice management systems allow for sending multiple Invoices at one time. For those practice management systems where this is not available, you can still send multiple invoices in a single email from your email system (outlook).

Please limit the number of invoices attached to a single email to under 20. Large amounts of metadata due to too many invoices attachments have been known to not properly send to clients.

How to send bulk invoice emails from Outlook (non-CCH Axcess firms):

1. All invoices must be posted, and not yet fully paid
2. Download all invoice PDFs and ensure the file name includes your delimiter and the invoice number
3. Compose an email in your email system (outlook)
4. In the "TO" field, enter one or more email recipients
5. The subject line must meet your mail rule (usually "Invoice_Aiwyn" but please refer to your Implementation Plan for the exact wording used to set up your mail rule)
6. Attach no more than 20 invoice PDFs to the email
7. Body of email can be left blank
8. Send the email
9. The recipients you sent the email to will receive a single Aiwyn Invoice Email with all of their invoices attached and a "Pay Invoices" button located in the body of the email.
10. Your BCC firm email will also receive a copy of the email. If you did NOT receive a copy of the email, this means the client did not receive their bulk invoice email and it is likely due to the number of attached invoices. Please reduce the number of attachments and try the above steps again.

How to send bulk invoice emails from Outlook (CCH Axcess firms):

1. All invoices must be posted, and not yet fully paid
2. Ensure the client contacts in Axcess are the same email for all client accounts you are adding invoices to the email for.
3. Download all invoice PDFs and ensure the file name includes your delimiter and the invoice number (e.g. INV_12345)
4. Compose an email in your email system (outlook)
5. In the TO field enter your Aiwyn Inbound Email, for example "abcaccounting@inbound.aiwyn.ai" - it IS case sensitive, use ONLY lowercase letters.
6. Subject line: Anything is ok - it will not actually be seen by the client.
7. Attach all invoice PDFs to the email
8. Send
9. The client will receive a single one click invoice email for all the invoices you originally sent.

CCH Axcess: Resending invoice emails

If you notice that the Invoice PDF was not ingested, but the invoice email was sent, it's possible that the Aiwyn inbound email address included uppercase letters. While you should fix this in Axcess for any affected client records in Axcess, you can also employ the following workaround to send the invoice email to the real billing contacts for the client in the meantime.

1. Go to the Firm Portal
2. In the Invoices tab, search for the Invoice (remember, you have a 1 day delay between posting in Axcess and seeing the data in the portals - the steps below will only work no sooner than 1 day after posting)
3. Under the actions column, select the three small dots and select "View Invoice"
4. Download the invoice and name it "INV_#####" replacing the # signs with the actual invoice number
5. In your email, such as outlook, create a new email
6. In the TO field enter your Aiwyn inbound email, for example "abcaccounting@inbound.aiwyn.ai" - it IS case sensitive, use ONLY lowercase letters.
7. Attach the invoice PDF (be sure it is named INV_##### with the actual Invoice Number in place of the # signs)
8. Subject line: Anything is ok - it will not actually be seen by the client.
9. Send the email
10. What happens: Aiwyn inbound email receives the Invoice, recognizes what invoice it is and then looks for the associated client and their subsequent contacts. It creates the Aiwyn invoice email and sends it to the client contact(s) directly. The client(s) receive the email, and the Invoice PDF is ingested and shows in the Client and Firm portals.