Chasing

Templates and tones

Open Workflows → Templates to read the library by tone, then attach a version to a Workflow step. Saving a change is a scoped new version — not a silent overwrite.

4 of 15 in Chasing

Plan: Every plan can browse and can create custom email templates (Admin). SMS templates need Growth or higher plus the four SMS switches (estate default off). Phone-call scripts need Pro or Business. Standard users see “You can view templates. Only an Admin can create or change them.”

Templates are the words a Workflow step sends. The heading on this page is still Workflows; the active tab is Templates. The intro says every edit creates a version and asks exactly where it should apply.

Tones you will see

  • Friendly — light touch, early nudges. Approval is optional (step tick, or the Reminder defaults switch for new Friendly/Standard steps).
  • Standard — clear professional reminders. Same optional hold as Friendly.
  • Firm — direct payment request. Always waits in Activity → Approvals. This is not optional.
  • Final — last automated reminder style. Always waits in Activity → Approvals.

Use only those four labels. The product refuses the word that collection agencies lean on. Tone is a product category, not a legal rating. Wording that names legal action, court, or enforcement needs an extra logged confirm even on other tones.

Subjects and bodies may use catalogue merge fields such as invoice number, due date, amount, and business name. Unknown {{fields}} are refused.

Browse templates

  1. Open Workflows → Templates.
  2. Use the tone pills: Friendly, Standard, Firm, Final. Your default tone is noted on the row.
  3. Read the subject and preview. Admin presses Edit version; everyone else can View full message.
  4. To attach wording to a step, open the Workflow, edit the step’s What it says group, and press Save Changes.
  5. To add a custom email template, press New template, fill name, channel, tone, subject, and message, then Create template.

Channels

  • Email — every plan. Sends only through a verified mailbox the tenant owns (Google, Microsoft, or live tenant SMTP).
  • Text (SMS) — the gallery can show SMS cards. A filled body must fit one segment. Create needs Growth+. Live send also needs territory, tenant SMS, and the estate switch (default off). This is gated product, not “coming later with no UI”.
  • Phone call — Pro or Business, plus the other voice gates.
  • Letter — designs in the shared library are classic, branded, and final (not Classic / Modern / Compact). Letters waiting to print appear in Activity → Letters. PayBlah does not post or track them.

Expected result

You can read the library without sending anything. Custom email templates appear with a Custom badge. SMS cards show a segment chip. Firm and Final still cannot auto-send.

If a create is refused

  • SMS: “SMS templates need Growth or higher. Upgrade under Settings → Plan & billing.”
  • Voice: “Phone-call scripts need Pro or Business.”
  • Threat wording: confirm the extra lexicon step (logged) or rewrite.

What this does not do

  • Opening the library does not send mail or SMS.
  • It does not silently overwrite every Workflow. That is the version-scope step on Customise a template.
  • It does not turn PayBlah into the collecting party.

Related guides

Customise a template Manage workflows Preview before customers are contacted How chasing works Reminder letters (print and mark sent)

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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