Pay/Get Paid
Installments/Mobile
Workflow: Email & Chat
Bonus!
100

 What is Melio get paid?

Allows SMBs to receive payments from their clients/customers. 

100

What are three indicators that will tell you a support ticket came from the Melio mobile app?

SDK tag, mobile_app_ticket article tag, and mobile app ticket checkbox.

100

What are the same two steps that are a part of your email AND chat workflow?

Logging into ZD and selecting "start day"

100

What are three features that are available on the web but are unavailable within the mobile app?

Recurring payments, bulk/batch payments, installments, international payments, no self recovery flows

200

Guess who?
I can edit bank details and connect to A/S sync, but I need approval to make payments.

Accountant

200

True or False; any employee at an org can apply for installments.

False: Only owners can apply for installments.

200

What tools should you have ready when ramping up for chats or emails? Name at least 2.

Forest, Postmark, Fullstory, IKB, Slack, HC

200

Who can invite new Users?

Owners and Admins 

300

What are the 4 essential items that will get you a fully functioning Melio Pay account? 

  • verify funding source

  • vendor contact 

  • bill

  • legal details


300

Can you manage your collaborators in the Mobile app?

No. They need to go to melio.com.

300

When navigating inquiries, what are the four questions you should ask to uncover the root cause?

1. Are you a payor or vendor?

2. Are they using Pay, Get Paid, or both?

3. Is the issue related to account management or payment specific

4. What is happening vs. what is meant to happen?

300

In Forest, bills, funding source, and vendors are all pieces of information that pertain to which type of user? 

Pay user

400

What are the steps of the A/R Workflow when a user has an A/S sync? 

Sync to Melio, invoice populates in dashboard, vendor sends customer a payment request, payor pays payment request and payment reconciles

400

True or False: Credit Key uses a hard credit pull during the underwriting process, meaning, this could affect the users FICO credit score.

False

400

What are the 3 consequences of not closing a chat appropriately?

Reopens solved tickets

Skips the chat line

Bad user experience

400

Where in Forest can you find an Org's Get Paid profile?

Owned Vendor tab

500

What are the 3 ways to add vendors?

Scheduling a bill, Add a bill, and from the vendor tab, import vendors from CSV

500

User wants to pay off the rest of their loan. How can they pay off their balance? 

Not available at this time.

500

How do you verify a user in messaging?

Send them a verification code by switching to email and sending the macro: Messaging::Customer Verification

500

What items do you need to include when closing an email or messaging interaction? (There are 3).

- Thank the customer for their business or for reaching out

- Provide CX chat hours of operation 

- Provide the support email address

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