Implementation FAQs (for Firms New to Aiwyn) – Firm Help Center

The testing phase with your Firm can begin as soon as a day after your Aiwyn system is deployed, configured, and tested internally by the Aiwyn Implementation team.

How is "deployment" defined by Aiwyn?

see also:

What does deployment mean?

Deployment is simply turning on the flow of data from your Practice Management System into our Aiwyn database.

We start by bringing in all of the existing data from your Practice Management System into Aiwyn and then we ensure the flow of new data from your Firm's system continues to flow into Aiwyn in real time (or if using CCH Axcess data loads in from Axcess to Aiwyn once every 4 hours).

No clients are aware of this change. Clients can't accidentally get anything related to Aiwyn, and they would have no way at all to access their Aiwyn client portal or know about Aiwyn at all in this stage of the Implementation process.

No firm staff outside of your Implementation team leads are aware of this change. As part of their tasks, your IT team will restrict access to the Aiwyn Firm Portal to just identified Firm staff who should have access to the Aiwyn Firm Portal at this point of testing. Who you inform, and which staff are granted access to the Aiwyn Firm Portal, is entirely up to you.

No changes will be made from Aiwyn into your Practice Management System. The standard, initial starting point of deploying Aiwyn at your Firm is such that Aiwyn does not have access to make changes in your Practice Management System.

The access Aiwyn has to your Practice Management System is one way and read only - data from your system flows into ours but nothing automatically from Aiwyn goes into your system.

Custom development must completed later on in order for you to allow actions made in Aiwyn to flow into your Practice Management System, because at a base level we have no way of making changes to any of the data in your system through this initial deployment.

When is my Firm's Aiwyn system deployed?

Your Aiwyn system is deployed within five (5) days of receiving a completed submission of each of the four (4) required forms (IT Form, Firm Info Form, Configuration Options Form, and Upload Logo Form).

Additionally, Aiwyn must confirm the database connectivity using the credentials your Firm IT provided through their submission of the IT Form in order to proceed with deployment.

Only one submission of each form is needed on your Firm's behalf (or one per brand if you have multiple branded portals add-on) in order for Aiwyn to proceed with deploying your system. Access your firm's required forms through your Implementation Resource Room.

If you are unsure of the status of your form submissions or need help accessing the forms, contact support@aiwyn.ai (emails to support during your firm's implementation will route to your Implementation Manager automatically).

When do we get access to our Aiwyn system?

Once your system is deployed. Deployment is simply turning things on so that we can proceed with testing.

We want to start with a module other than Payments & Collections

In order to deploy your system at all, we must have certain items that are tied to the "Payments & Collections" module, even if you intend on "Going Live" to Clients with something other than "Payments & Collections", such as "Billing" or "Client Engagement Automation" modules.

The very foundation by which your Aiwyn system can be tested and used at all for any product, relies on the completion of key IT, Marketing, and Finance team tasks. These tasks all fall under the standard "Payments & Collections" implementation. So even if you choose to not launch "Payments & Collections" to Clients first, you will need to complete those critical Implementation tasks as a Firm in order to proceed with any other module.

What is the process for testing?

When your system is deployed, Aiwyn will provide your Implementation team leads with their specific setup for testing instructions.

Aiwyn Implementation also customizes the exact testing steps to be conducted by your Firm based on certain specifications and your Practice Management System.

At a high level, the following items are intended to be tested during the Live Session(s) with Aiwyn Implementation and your key identified firm staff.

Test Client(s) can receive a 1-click Aiwyn Invoice Email (of a test invoice, from your PM system)
Test Client can access their corresponding Client Portal and make a real payment of $1 using a credit card (payment is refunded later).
Firm staff receive appropriate payment notification emails
Firm staff can access the Aiwyn Firm Portal
Test check payment applied to test invoice, then unapplied/cancelled/voided (as if to simulate an NSF). We must test ALL aspects of your payment reconciliation to invoice process.
Setup Collections in Firm Portal, then do self check after live session to confirm Smart Statements are accurate. No reminders are actually sent to clients- this is just for testing purposes.
Firm staff can reconcile payments made through Aiwyn back into their Practice Management System using their prescribed method (import if possible, manually if not based on your PM system).

For your exact setup for testing steps or items to be tested, please review the separate article User Testing. You may also want to refer to your Firm's Implementation document, shared in your resource room and directly through emailed tickets to your Firm through this implementation process prior to testing.

Are we testing in a test Aiwyn System?

No. It is not a test Aiwyn system.

What we deploy and test with you will be your "production" environment, using test client/invoice data you add to your Practice Management as part of the setup and testing activities assigned to your Finance Team Lead prior to the testing session.

Are we testing in a test version of my Firm's Practice Management System?

No. Your Aiwyn system is uniquely connected and integrated with your Firm's live and active Practice Management System. This is the only way to ensure your connection and data flows from your real system into Aiwyn accurately.

Who should be involved with testing?

IT Team Member who can create/enable Exchange Admin Mail Flow Rules (unless you use CCH Axcess or your Firm is not using Mail Rule)
Finance Team Member (or lead) who can Create, Post, and Send Invoices via email from PM System
Finance Team Member (or lead) who can Create and Edit Clients and/or Contacts in PM System
Finance Team Member (or lead) who can post/apply a Check Payment to a Test Invoice in PM System
Your Firm's Main Point of Contact(s) for Finance, and Aiwyn (if different).

What exact tasks must be performed for testing during the live session and by who?

Please review the Testing tab in your Implementation document for a 50+ point list of items that are tested, when, and by who.

The Testing tab is where your testing progress will be maintained.

Actual live testing session activities or testing self work items assigned to your Firm staff may differ based on a multitude of factors and are therefore subject to change during the sessions. This is also why we must refer you to your Firm's individualized Implementation document where everything related to testing for your Firm is maintained - we want to ensure we account for your Firm's unique circumstances and uniquities when testing.

Training FAQs

Who should attend the live training session of Payments & Collections?

After testing is complete and before going live with Payments & Collections, a one hour training session is provided by Aiwyn and recorded.

The following Firm staff should attend:

Those who send invoices to clients via email
Those who may assist clients with payments, payment questions, or refunds
Those who reconcile payments
Those who need to see Invoice or Payment history data for all clients
The main point(s) of contact for Finance during implementation

What Topics are Covered during the Payments & Collections training Session?

How to send invoices to clients via email using your Firm's prescribed Aiwyn method
The Client experience receiving the email, paying the invoice through the portal
Accessing the Firm Portal
Navigating the Firm Portal
Accessing a Client Portal from the Firm Portal
How to make a payment on behalf of a client / how clients make payments (optional)
How to setup a recurring or auto payment plan on behalf of a client / how clients can set them up
How to link client accounts for a payment portal user
How to make refunds (optional)
How to reconcile Aiwyn payments
How to access ongoing Aiwyn support for you and clients

Go Live FAQs

What do I need to do on Go Live Day for Payments & Collections?

Ensure Mail Rule is Enabled (excluding CCH Axcess)
Update Invoice Template. Review the separate article: Changes to the Invoice Template in your Practice Management System
Update subject line of outgoing invoice emails. Review the separate article: Changes to the Invoice Template in your Practice Management System
Ensure that your firm's website has created and published a Bill Payment Landing Page that includes a link to your firm's Aiwyn Client Portal URL (your Client Portal URL is located in your firm's Implementation Plan's important links section, contact support@aiwyn.ai if you need this information). This is a page your firm's website manager must create or edit, Aiwyn only hosts your firm's unique Client Portal URL.
Schedule a Launch Support meeting with your Implementation Manager, they will provide you with a link to do so or will work directly with you to schedule this brief meeting.

Did we miss anything? Leave a comment on this article with your question.

Testing FAQs