The A/R Inbox is a shared mailbox with workflow tools purpose-built for accounts receivable and billing work. With the A/R Inbox you can both send and receive emails from customers without having to leave Invoiced. The A/R Inbox improves team collaboration and visibility into customer billing inquiries.
A/R Inbox gives you new capabilities in addition to the standard Invoiced email capabilities:
A/R Inbox is already enabled with most accounts depending on your plan. If your account has A/R Inbox then you will see this reflected with the Inbox page in the main navigation. There is no required configuration to start using A/R Inbox. Please keep following for recommended configuration to adopt best practices.
You can configure Invoiced to send email using your email server instead of the Invoiced email infrastructure. This typically results in better delivery rates to your customer's mailbox because emails are coming directly from you instead of a third party (Invoiced). This is not required to take advantage of A/R Inbox.
The Emails Guide has instructions on how to set this up.
Steps to set up an email alias:
You can send a transactional email, such as an invoice, account statement, or payment receipt, to a customer by following these steps.
You can send a non-transactional email to a customer by following these steps.
On the Inbox page you can see all customer conversations, resolved and unresolved. Conversations are grouped into the categories: Open, Pending, Closed, All, or Sent. The Open, Pending, Closed, and All categories are based on thread status. The Sent tab contains a list of all outgoing emails sent through , including automated and non-automated notices.
If you click on a conversation from the Inbox page you can see all the emails in that conversation, use the workflow tools, view or create private notes, and send a reply.
You can also find conversations from the Recent Emails card on the customer detail screen. This will give you a list of recent conversations with the ability to see all email history for that customer.
Invoiced will set the initial thread status depending on the context. Incoming emails set the thread status set to Open. The thread status is Open regardless of whether the incoming email is added to a new or existing thread.
Outgoing emails that cause a new thread to be created will set the thread status will be Closed. If an outgoing email is added to an existing thread then the thread status will be unchanged.
If you want to change the status of any thread then you can follow these steps.
Conversations are not assigned to any individual by default. An unassigned conversation implies that anyone in the team can respond to the inquiry. You have the ability to assign the conversation to any Invoiced user (including yourself) to indicate who will be responsible for replying to and resolving the conversation.
If you want to assign a thread to an individual then you can follow these steps.
You have the ability to reply to any email within the Inbox by following these steps.
You can create private notes visible only to Invoiced users on any email conversation by following these steps.
Newer accounts have A/R Inbox enabled out of the box. If your account was created prior to the availability of the A/R Inbox feature then you are using the legacy commenting system, which allows customers to leave comments on invoices in the customer portal. A/R Inbox retains this capability and adds many more.
It is recommended to switch to A/R Inbox to gain these benefits:
The migration to A/R Inbox is easy. In order to migrate you go to Settings → Emails and click Enable A/R Inbox. It will only take a few seconds to complete.
Migrating to A/R Inbox will result in the below changes:
These will NOT change after the migration:
If you wish to see emails sent to your primary billing email address (i.e. email@example.com) in your A/R Inbox, then it is recommended that you set up a mail forward from your company billing email address to your A/R Inbox email address. The "Create an email alias" section in the setup steps explains how to do this.