How to Process Customer Email Replies and Collections Feedback in My DSO Manager

Segunda-feira, Junho 1 2026 por My DSO Manager

Have you activated the

MAIA Emails feature, which allows you to integrate your customers' replies directly into your My DSO Manager platform?

If not, contact us today to take advantage of this feature that streamlines communication with your customers:

Request MAIA Emails Activation

MAIA Emails owes its name to MAIA, our artificial intelligence dedicated to credit management?

This feature processes incoming emails before they are integrated into your platform to extract essential information.This feature processes incoming emails before they are integrated into your platform to extract essential information. Starting in September 2026,

MAIA will take a further step by offering customer feedback interpretation and automatic items qualification, even when multiple situations are mentioned in the same email (payment promises, disputes, etc.).

How to process customer email replies?

Go to the Collection Agenda, then open the "Replies & Comments" tab, or access the customer account directly:

After reviewing the customer email analyzed by

MAIA and, if necessary, the initial follow-up email, click the green "Validate this reply & change status" button to confirm the customer feedback and categorize the relevant items, and optionally consulting the original collection email, click the green button to validate the reply and qualify the related invoices and items:

Customer reply following collection email

In this email, the customer refers to a payment promise and a dispute concerning other invoices.

Processing the Payment Promise

Update the invoice status using the information received:

At step 3, where you define the collection strategy, two green buttons are available: "Validate" and "Validate and Finish":

Click "Validate" to continue qualifying items within the same workflow.

Recording the Dispute

A pricing dispute is created based on the customer's feedback regarding two invoices:

At this stage, only invoices that have not yet been qualified during this workflow are displayed. The invoice qualified as a payment promise has disappeared. Five invoices remain available for qualification.

Finally, when returning to step 3 of the item qualification process, you can now click the "Validate and Finish" button to close the workflow:

Results and Conclusion

In the customer account, you can see the qualified items with their statuses and comments, along with the corresponding follow-up actions. All the information has been successfully processed:

Based on email responses, My DSO Manager allows for several successive qualification steps to take into account all the information provided by the customer. The original email remains stored in the customer record, while the relevant information is integrated and structured directly within My DSO Manager to facilitate tracking and use.

Find the complete tutorial on

MAIA Emails by clicking this link.