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Handle a reply and resume follow-up

Review the conversation, record the next step, and avoid sending an old held message.

1 min readUpdated September 13, 2026
01

Read the conversation

Open the reply in Inbox or on the invoice. Incoming and manually logged replies pause follow-up and hold unsent drafts and reminders so the team can decide what happens next.

02

Record the next step

Check whether the customer has asked a question, raised a dispute, promised a payment, or reported a payment already made. Record the relevant agreement or issue and correct accounting records at their source.

If a payment was reported, confirm the recorded payment rather than treating the message as proof that the balance is settled.

03

Resume when ready

  1. Open the invoice's Details.
  2. Choose Resume follow-up when the issue is resolved and outreach is appropriate.
  3. Prepare and approve a fresh reminder. Resuming does not send an old held message.
Illustrative workflow. Any company names and invoice amounts shown are examples.
Put this guide to work.

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KEEP GOINGTrack a payment promiseRecord an agreed amount and date without changing the invoice balance.Record payments and credits in the right placeKeep cash received, balance adjustments, and accounting ownership distinct.Prepare and approve your first reminderCheck the invoice, review the message, and approve it when it is ready.