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Custom Automation

Overview​

Custom automation allows you to schedule events in ChargeOver automatically. For example, you can send an email to a customer when they update their payment method or send a new customer your link to the customer portal with an event. There are loads of possible options here.

Access custom automation​

You can access custom automation on any page where the Page Settings dropdown button is visible. To get started, click on Page Settings and select Automations from the list.

Supported objects​

We support the following objects and their associated events. Each event represents a specific change that can occur to the object, such as when a customer is created or updated.

Customer​

  • is created
  • is updated
    • This event triggers every time an existing customer is updated

Contact​

Invoice​

  • Is created
  • Is updated
  • Status changes
    • This event triggers every time an invoice's status changes
    • We support the following invoice statuses:
      • Unpaid
      • Overdue
      • Void
      • Paid
      • Collections
      • Unapproved
  • Ages
    • This event triggers every time an invoice's next scheduled nightly event processes

Subscription​

Transaction (Payment, Credit, Refund)​

  • is created
    • This even triggers every time a transaction (whether that be a payment, credit, or refund) is created
  • status changes
    • This event triggers every time a transaction's status changes
    • We support the following transaction statuses:
      • Success
      • Failed (decline)
      • Authorized
      • Failed (unknown)
      • Void
      • Pending
      • Pending Batch
      • Pending Settlement
      • Pending Refund

Credit Card​

  • is created
    • This event triggers every time a new credit card is added to a customer
  • is updated
    • This event triggers every time an existing credit card is updated
  • is approved for autopay
    • This event triggers every time a credit card is approved for autopay

ACH/eCheck Details​

  • is created
    • This event triggers every time a new ACH/eCheck account is added to a customer
  • is updated
    • This event triggers every time an existing ACH/eCheck account is updated

Examples of possible custom automations​

There are a few different use cases that are fairly popular with our customers. They are listed below.

info

Keep in mind that if you want your emails to send you certain information that relates to your custom automation, you will need to enter in merge tags into the body of your email or the message box.

Receive an email notification when a new customer is created​

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select Customer is created
  4. Click Continue
  5. Under ... for all customers, click Continue...
  6. Select Send an email from the action dropdown
  7. Customize the email message with your own text or merge tags
  8. Click Save

Receive an email notification when a transaction is declined​

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select Transaction (Payment, Credit, Refund) is created
  4. Click Continue
  5. Under ... only for some transactions, click Continue...
  6. Select When all of the conditions below match from the first dropdown
  7. Select The transaction status from the second dropdown
  8. Select is from the third dropdown
  9. Select Failed (decline) from the fourth dropdown
  10. Click Continue
  11. Select Send an email from the action dropdown
  12. Customize the email message with your own text or merge tags
  • Example: Hello Team, {{transaction.customer_id}} from {{customer.company}} has had {{transaction.transaction_id}} fail on {{transaction.transaction_date}}
  1. Click Continue
  2. Click Save

Send a contact instructions to set up their customer portal login​

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select Contact is created
  4. Click Continue
  5. Under ... for all contacts, click Continue...
  6. Select Send an email from the action dropdown
  7. Fill in the To: blank with this merge tag {{ user.email }}
  8. Customize the email message with your own text or merge tags
  9. Click Save

Here's our best practice for setting up the email

  • From - (enter the email address you want new the email to be sent from)
  • Sends an email to - {{user.email}}
  • Subject - (enter the subject line of the email)
  • Message - fill in your message text

Get an email alert when an ACH or eCheck account is added​

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select ACH/eCheck Details is created
  4. Click Continue
  5. Under ... for all ACH/eCheck details, click Continue
  6. Select Send an email from the action dropdown
  7. Fill in {{user.email}} in the To: email address blank
  8. Customize the email message with your own text or merge tags
  9. Click Save

Send automatic emails to select customers​

If you have some emails you only want to send to some customers and don't want to use dunning to do this, you can set up a customer custom automation.

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select Customer is created
  4. Click Continue
  5. Under ... only for some customers, click Continue
  6. Select your rules for when the event should be triggered
  7. Click Continue
  8. Select Send an email from the action dropdown
  9. Fill in {{user.email}} in the To: email address blank
  10. Customize the email message with your own text or merge tags
  11. Click Continue
  12. Click Save

Notify different people based on payment success or failure​

Let’s say we need to notify different teams based on a payment’s outcome. If a payment succeeds, notify the accounting team, so they can update records and reconcile the books. If a payment fails, notify the sales representative, so they can follow up with the customer and arrange payment.

  1. On the custom automation slideout canvas, select New Custom Automation
  2. Give your custom automation a name
  3. Select Transaction (Payment, Credit, Refunds) is created
  4. Click Continue
  5. Under ... only for some transactions, click Continue
  6. Select All from the first dropdown
  7. Select The transaction status from the second dropdown
  8. Select is from the third dropdown
  9. Select Success from the fourth dropdown
  10. Click Continue
  11. Select Send an email from the action dropdown
  12. Customize the email message with your own text or merge tags
  13. Click Continue
  14. Select Send an email from the action dropdown
  15. Customize the email message with your own text or merge tags
  16. Click Save

Custom automations are very customizable. You could set your custom automation up by customer name to allow for more versatility if all the customers you are sending an email to do not have a commonality. You could also group them by shipping address, a custom field you create and more.