EEngage
Make the first contact easy to answer.
What this step does
The first message sets the tone for everything after it. Make it easy to answer: specific, polite and clear about what happens next.
What good looks like
- It includes the invoice number, amount, due date and how to pay.
- It asks one clear question.
- It reads like it came from a person.
Common mistakes
- Generic dunning that reads like a template.
- A blaming or threatening tone.
- Burying the request in the middle of a long email.
Who does what
- The Copilot
- Drafts and schedules well-timed messages.
- You or your team
- Approves tone and policy, and handles key accounts personally.
A first message
Hi [Name], a quick check on invoice [number] for [amount], which was due on [date]. Could you let me know when we can expect payment, or if anything is holding it up? Happy to resend the invoice or sort out any questions. Thanks, [Your name]
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