Applies to Aiwyn Payments.
Invoice emails reach Aiwyn in one of two ways. The route depends on the firm's practice management system and the configuration set during implementation.
Routing options
| Option | How it works | Who uses it |
|---|---|---|
| Mail rule | The firm emails invoices from its practice management system. A mail rule redirects matching messages to the firm's Aiwyn inbound email address. Aiwyn then sends the Aiwyn 1-click invoice email to the client. | Most firms |
| Direct to Aiwyn | The practice management system, or a firm user, sends the invoice email directly to the firm's Aiwyn inbound email address. | CCH Axcess firms, which do not use the mail rule |
The mail rule matches the outgoing email's subject line, typically Invoice_Aiwyn. If an email does not match the rule, it goes directly to the client as a regular email. Aiwyn does not receive it or send the standard Aiwyn invoice email.
Recipient routing
Aiwyn uses one of two recipient settings configured for the firm:
- Keep the original recipients. The Aiwyn invoice email goes to the addresses in the original email's To field. Firms using the Mail Rule use this option.
- Use billing contacts on file. The Aiwyn invoice email goes to the client's billing contacts from the practice management system, regardless of the original recipients. Firms using the Direct Send method use this option.
During implementation, the firm also chooses whether the outgoing message keeps the original sender or uses one fixed firm address, and whether original CC recipients are kept or replaced by fixed CC and BCC addresses.
Change a recipient setting
A firm can change its recipient routing setting after implementation, but the change can affect how invoice emails reach clients. Discuss the request with your Customer Success Manager, original Implementation Specialist and Aiwyn Support before changing it. Contact support@aiwyn.ai to begin the conversation.
Duplicate suppression
If Aiwyn receives another email for the same invoice within 20 minutes of the first, it blocks the additional outgoing email. The 20-minute window is fixed for all firms and applies whether the message arrived through a mail rule or directly at the Aiwyn inbound address.
A different recipient or corrected PDF does not reset the window when the email is for the same invoice. For example, if the first message arrives at 6:20 AM and another for the same invoice arrives at 6:38 AM, the second is not sent, even if it names a corrected recipient or includes a corrected PDF. A blocked message is not recorded and does not appear in the Email Delivery Hub.
There is no override. Wait more than 20 minutes before resending the same invoice from your practice management system.
Related
- How Aiwyn invoice emails work
- Requirements for an invoice to send
- Anatomy of the 1-click invoice email
- Resend an invoice after correcting the PDF
- Bounced and undelivered email reports