Turning Gary on for a customer
Gary only calls customers you've switched him on for. Nobody is called automatically.
How to switch Gary on
- Open the Approvals page. It lists your overdue customers — what they owe, how many invoices, and their phone number.
- Find the customer and flip the Gary switch on.
From then on, Gary follows up that customer's overdue invoices for you. Flip the switch off any time to stop.
How often Gary follows up
Once a customer is switched on, Gary works through a queue — he places each call only when it's allowed, never in a rush:
- One call at a time. Gary calls customers one after another, not all at once. The rest wait in the queue.
- Only during your calling window — by default 8am to 6pm on weekdays, in the customer's timezone, and never on a public holiday.
- He keeps following up until the invoice is paid or the customer asks to stop.
Setting your follow-up rules
On the Approvals page, open How Gary follows up customers to set the rules for your whole account. Pick a style — gentle, standard or firm — then fine-tune:
- Which invoices Gary chases — how many days past due before the first call, and a minimum invoice amount to skip the small ones.
- How persistently — the most calls Gary makes about one invoice, the most per customer each week, and the gap between calls.
- Your calling window — the earliest and latest times, and which days.
Whatever you set, Gary always stays within the legal calling hours for the country he's ringing — your window can only tighten those, never widen them. Only admins can change the rules.
Opting out
If a customer asks not to be called again, Gary stops straight away and won't call them — they're added to your do-not-call list.
"I can't switch a customer on"
A customer needs a phone number before Gary can call them. If the phone column shows No phone, add one to the contact in Xero (or in Gary) and it becomes available at the next sync.
A customer on the do-not-call list can't be switched on — that's deliberate.
Calling someone right now
If you'd rather place a single call yourself, open the invoice and use Get Gary to call. That's an explicit, one-off call and doesn't need the switch.