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121 CRM

121 CRM feature · Invoicing

Connect the request for payment to the relationship and the work it relates to.

Issue and track approved invoices in customer context, while keeping accounting, tax and collection decisions properly owned. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.

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Fictional product demonstration

See invoicing in the context of real customer work.

This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.

121

Northstar Joinery

Keep payments and customer records connected

AR
OverviewPaymentsInvoicesOrdersProducts

Keep payments and customer records connected

See invoices, orders and products alongside the customer journey while keeping reconciliation visible.

Recorded this month

£2,240

Illustrative total

Open invoices

2

One draft, one sent

Orders

3

Across three customers

ReferenceCustomerIssuedTotalStatus
INV-1048Marlow Works8 Oct£1,240.00Sent
INV-1047Oakfield Homes6 Oct£680.00Paid
INV-1046Bramble Studio2 Oct£320.00Draft
Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Invoices

Creates, sends and tracks supported one-off or recurring invoice payment journeys.

How it works
Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it
Keeps billing status visible with the customer relationship rather than a separate manual list.
Plan for
Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns
A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.
Capability 02

Payment providers

Connects a supported merchant provider before the sub-account can accept eligible payments.

How it works
Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it
Keeps payment processing under an explicit merchant account and provider relationship.
Plan for
Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns
A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.
Capability 03

Contacts

Stores a person or lead with contact details, activity, ownership and related records.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Gives a team one place to understand who a customer is and what has happened.
Plan for
The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns
A data owner must define the record model and resolve quality, ownership and access exceptions.
Capability 04

Actions

Performs supported steps such as sending a message, updating a record, assigning work or calling a connected service.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Coordinates routine execution across the customer journey.
Plan for
Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns
A process owner must approve, test, monitor and pause or correct faulty automation.

Use it with purpose

What good invoicing looks like

A fictional maintenance company issues an invoice after a completed job and routes overdue exceptions to accounts for review. The useful outcome is a record that another person can understand and continue, not simply another automated event.

Create from approved facts

Use confirmed customer, line-item, tax and due-date information.

Keep status visible

Record whether the invoice is draft, sent, paid, overdue or otherwise resolved.

Handle exceptions carefully

Route disputes, corrections and hardship conversations to a person.

Configuration decisions

Decide the operating rules before switching invoicing on

A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.

Confirm financial ownership

Agree who may issue, amend, credit or chase invoices.

Set accounting boundaries

Decide which system is the authoritative ledger and how records reconcile.

Human review point

Design reminders

Choose timing, channel and stop conditions that reflect the customer relationship.

From configuration to daily use

Keep the rule, the owner and the exception visible

The second view shows how the capability connects to work a person can review and continue.

121 CRM · Workflow sequence

Enquiry received

Capture source and customer

Acknowledgement

Set a clear response expectation

Human review

Check fit, consent and exceptions

Owner assigned

Name the person responsible

Follow-up due

Remind the owner, not the customer blindly

Illustrative exampleA conceptual workflow. Triggers, messages, delays and exceptions need configuration and testing.

Practical example

Follow one example from signal to next action

A fictional maintenance company issues an invoice after a completed job and routes overdue exceptions to accounts for review. The example shows the role of the CRM while keeping the consequential decision with a person.

Work confirmed

The service record is marked complete after review.

Invoice approved

Accounts checks the customer and line items.

Human judgement

Request sent

The invoice is issued through the configured process.

Exception handled

A query pauses reminders and is owned by a person.

Boundaries and checks

Plan for the limits of invoicing

Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.

Data and context

CRM invoice status may not replace the accounting ledger.

Account and provider setup

Payment provider, tax and usage arrangements need separate confirmation.

Keep a person accountable

Human responsibility

Automated reminders should stop for disputes, vulnerabilities or manual arrangements.

Questions about this page

Useful answers, without the sales fog.

1. Is invoicing confirmed as included in every 121 CRM account?

No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.

2. What should we decide before configuring invoicing?

Start with three decisions: confirm financial ownership, set accounting boundaries, design reminders. Then test ordinary, missing-data and exception cases with fictional records.

3. What is a practical way to measure whether invoicing is helping?

Measure whether the intended customer work becomes visible and owned. For this page, review create from approved facts, keep status visible, handle exceptions carefully rather than treating clicks, sends or record counts as proof of business value.

4. Can invoicing be fully automated?

No. Automated reminders should stop for disputes, vulnerabilities or manual arrangements. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.

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Continue the journey

PaymentsPayment linksWorkflow exception handlingRecurring subscriptions

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