Plan: Growth and above (portal).
From the portal home, Send us a message opens a short form addressed to your business name. There is a character limit; the customer submits and sees confirmation that the message went to you.
Shortcuts that prefill a reason
Under the main actions, the portal may offer:
- I’ve already paid — let you know so you can match the payment.
- Ask them to stop chasing — a stop request path for you to accept or decline in Activity.
- This isn’t me — wrong-person signal for triage.
- I dispute this — customer-facing wording; formal dispute handling is completed on your side (invoice / Activity). Treat the message as a signal, then raise or resolve properly in the app.
After they send
- The message appears for your team (Activity replies / message surfaces).
- Reminders are designed to pause until you deal with it — so automation does not talk over an open conversation.
- Use one-tap triage where offered (for example already paid, disputed, resume) so the invoice state matches reality.
Your reply
Answer from the debtor or invoice tools in the app. Keep the tone professional; you are still the sender of record. Firm and Final template steps remain subject to approval defaults.