Chasing

How Workflow escalation works

A Workflow is a series of steps with day offsets and tones. You control the wording. Firm and Final always wait in Activity → Approvals — that hold is not optional.

13 of 15 in Chasing

Plan: First Workflow on every plan. Extra Workflows and packs need Growth+. SMS and letters are gated. Firm/Final human hold is on every plan and cannot be switched off.

Tones

PayBlah uses four tones: Friendly, Standard, Firm, and Final. Stay inside those labels. Wording comes from templates you select and version, not free-form generated copy. Firm and Final always wait in Activity → Approvals. Wording that names legal action, court, or enforcement is held the same way.

How a Workflow runs

  1. An invoice is enrolled on a Workflow (default Workflow, or after you resume a paused invoice).
  2. Each step waits its day offset, then queues one action per channel you selected.
  3. Email sends through your connected mailbox when due. Text (SMS) only if the four SMS switches are on. Letter stays queued for Preview/Download and Mark sent — PayBlah does not post it.
  4. Paid in full, dispute, promise, pause, Never chase, or an untriaged reply holds or stops later steps. An open portal stop request does not.
  5. Firm/Final steps always enter Approvals. That is not a setting you can turn off.

Editing

  • Open Workflows to see Workflows, steps, and which invoices use each one.
  • Add, edit, or remove steps; Save Changes / Add this step. Restore defaults if you need the stock Workflow back.
  • There is no tenant Publish button. Changing a template is a scoped Save new version.

While a payment plan runs

If the invoice is on a Payment Plan, follow-up follows the instalment schedule instead of this Workflow until the plan ends. Broken-promise resume is a human Acknowledge & resume on Activity → Promises — not an automatic legal step-up.

Expected result

Tones step through the days you configured. Later steps do not fire after a real stop state. Firm and Final sit in Approvals until a person presses Approve & send.

What the Workflow will not do

  • Send as a third-party collector — messages go in your business name.
  • Auto-threaten legal action.
  • Treat a portal stop request as an automatic halt.
  • Keep going after payment in full or an open dispute.

Related guides

Approve Firm and Final messages Record a promise to pay Set up a payment plan How disputes stop chasing When a payment is detected

PayBlah is accounts-receivable automation software. You remain the creditor. Confirm local rules with your own advisor for your territory (US, UK, Ireland, or Australia). Last reviewed 13 August 2026.

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