Applies to Aiwyn Payments. These requirements apply when your practice management system emails invoices through Aiwyn. On Aiwyn Practice, you send invoices from Aiwyn itself. See Send a finalized invoice to the client.
This page lists every condition an invoice must meet before Aiwyn sends it to your client as an Aiwyn invoice email, for checking an invoice before you send it or working out why one didn't send.
Sending requirements
The requirements are listed in the order an invoice meets them, from your practice management system to your client. When Aiwyn receives an invoice email but can't send it, the daily bounced email report your firm receives lists it as not sent, with a reason. See Bounced and undelivered email reports.
| Requirement | Details | If it isn't met |
|---|---|---|
| The invoice exists in your practice management system | The system must be connected to Aiwyn. To check that Aiwyn has the invoice, look for it on the Invoices tab in the Firm Portal. | The invoice isn't on the Invoices tab. Aiwyn holds the invoice email, and sends it when the invoice reaches Aiwyn. A problem with the connection to your system is handled by Aiwyn Support. |
| The invoice is posted | Post the invoice in your practice management system. You can post before or after you send the invoice email. If you send first, Aiwyn holds the email indefinitely and sends it once the posted invoice reaches Aiwyn. See Get a held invoice email sent after you post the invoice. On CCH Axcess, a posted invoice reaches Aiwyn with the next data load from CCH Axcess, within 4 hours. |
The invoice isn't on the Invoices tab yet, and Aiwyn holds the invoice email until the posted invoice arrives. |
| The amount due is more than $0 | The invoice must be at least partly unpaid. | Aiwyn doesn't send it. A zero-dollar invoice shows only in the Firm Portal, with paid invoices. Clients never see zero dollar invoices. |
| The invoice email goes through your mail rule or to your Aiwyn inbound email address |
If your firm uses a mail rule, you send from your practice management system and the mail rule your IT team set up redirects the email to Aiwyn. The email subject line must match the mail rule, typically Invoice_Aiwyn. If your firm uses CCH Axcess, you don't use a mail rule. You send invoice emails directly to your Aiwyn inbound email address. See Invoice Email routing options. |
Aiwyn doesn't receive the invoice email. If the subject line doesn't match your mail rule, your practice management system sends the email to your client as a regular email, without the Aiwyn invoice email. |
| The Aiwyn inbound email address is exact and all lowercase | The address has the form yourfirm@inbound.aiwyn.ai. It's case sensitive, and every letter is lowercase. Your firm's Aiwyn Inbound Email address is in your Implementation Plan. | — |
| The invoice PDF is attached to the email | Attach one invoice per PDF file. Other attachments go out with the Aiwyn invoice email, but only the invoice PDF can be downloaded in the portals. | Aiwyn doesn't send the invoice email, and no PDF is available in the Firm Portal or the client portal. The invoice is still visible and payable. See Why the PDF you send is the PDF your clients see. |
| The PDF file name contains your delimiter and the invoice number | The delimiter is the fixed text before the invoice number, set for your firm during implementation. Aiwyn reads the invoice number from the file name, so the file name must contain the delimiter followed by the real invoice number, for example Invoice_12345. The delimiter is case sensitive and includes any spaces or symbols. See "Standard file name formats" below. | Aiwyn can't match the email to an invoice, so it doesn't send it. |
| The email has recipients Aiwyn can use |
Who receives the email depends on your firm's recipient setting. Usually, Aiwyn sends to the recipients in your original invoice email. If your firm uses CCH Axcess, Aiwyn sends to the billing contacts on file for the client in Axcess. See Invoice Email routing options. |
Aiwyn doesn't send the email. |
What the invoice PDF must contain
Aiwyn doesn't read the invoice PDF, so it doesn't check these items when you send. Missing or wrong details reach your client as they are.
| Item | Requirement |
|---|---|
| Client ID | Printed on the invoice. See Why Aiwyn requires the Client ID on your invoices. |
| Invoice Number | Printed on the invoice, and the same number used in the PDF file name. |
| Posted Date | Printed on the invoice. |
| Invoice amount | Matches the amount due for the invoice in your practice management system. Aiwyn shows clients the amount due from your system, so a different amount on the PDF shows your client two numbers. |
For the template changes to make in your practice management system, see Changes to the Invoice Template in your Practice Management System.
Standard file name formats
Each practice management system names invoice PDFs in its own way, so the delimiter depends on your system. Your firm's delimiter can differ from the standard, so check your Implementation Plan.
| Practice management system | Standard delimiter | Example file name |
|---|---|---|
| CCH Axcess | INV_ |
INV_12345 |
| CCH ProSystem | Invoice_ |
Invoice_12345 |
| Deltek Maconomy | Invoice_ |
Invoice_12345 |
| Karbon | None | 12345 |
| PracticeCS | Invoice # |
Invoice #12345 |
| PracticeEngine |
Invoice (with a space) |
Invoice 12345 |
| PracticePro365 |
Invoice - (with a space after the hyphen) |
Invoice - 12345 |
| Sage Intacct | Set in your practice management system | — |
| STAR | None | 12345 |
Limits
| Limit | Value | Applies to |
|---|---|---|
| Duplicate invoice emails | If Aiwyn receives a second email for the same invoice within 20 minutes of the first, it doesn't send it. This applies to any recipients, so a second email to a different recipient is blocked too. Aiwyn discards the second email entirely, and it isn't listed in the Email Delivery Hub. A second email sent more than 20 minutes after the first is sent, even if the first is still held for posting. | All firms, however the email reaches Aiwyn |
| Invoice PDFs in one email | Fewer than 20. Emails with too many invoice attachments may not reach the client. [SME to confirm: the limit, and whether it applies to CCH Axcess.] See Send multiple invoices to one billing contact in a single email. | All firms |
| Posting delay | Usually within about 4 hours of posting, with the next data load from CCH Axcess. It can take longer when CCH Axcess is delayed. | CCH Axcess |
Related
- How Aiwyn invoice emails work
- Why the PDF you send is the PDF your clients see
- Invoice Email routing options
- Aiwyn invoice emails using the mail rule
- Changes to the Invoice Template in your Practice Management System
- Why Aiwyn requires the Client ID on your invoices
- Get a held invoice email sent after you post the invoice
- Send multiple invoices to one billing contact in a single email
- Resend an invoice after correcting the PDF
- Bounced and undelivered email reports
- How CCH Axcess works with Aiwyn Payments