The steps below explain how to add an escalation contact for Satago users responsible for managing customer contacts and automated communications, such as credit controllers and accounts receivable teams. This process ensures that the correct contacts receive automated reminder emails, particularly for overdue payment issues.
How to add an escalation contact for a customer in Satago?
Please follow these steps:
Add the contact to your accounting package
Ensure the contact is first added in your accounting software (e.g., Sage, Xero, QuickBooks).
Satago will import the new contact during the next data sync
You can also complete a manual import, here is a guide to help you.
Access the customer record in Satago
Go to the Customers page in Satago.
Click on the customer’s name to open their record.
Navigate to Contacts & Addresses
Select the Contacts & Addresses tab.
Here you’ll see all contacts imported from your accounting package.
Edit the contact type
Click Edit next to the contact you want to set as the escalation contact.
In the contact type dropdown, select Escalation Contact.
Click Update Contact to save your changes.
Additional Information
Escalation contacts are typically included in Reminders 3 to 5.
Only contacts set as “Primary” or “Escalation” will receive automated reminder emails. Contacts set to “None” will not receive emails.
Who can I contact for help?
If you are still experiencing issues or have questions about your account, please reach out to our customer success team via the Satago Help Centre