Overview
The Suspension Workflow allows an agent to suspend a customer's services on a specific date. It can be used for seasonal and delinquency suspensions, including internet, television, and phone services. Everything is handled directly within gaiia — billing, account status, and client communication.
The Suspension Workflow is only for temporary suspension. If the client wishes to stop the service entirely, perform a service cancellation.
Once the suspension is over and the client wants services restored, use the Reactivation Workflow.
How to suspend a customer account
To create a Suspension Workflow, go to the client account → Workflows → + Add → Suspension → Fill in the information → Submit.
This is what happens behind the scenes:
- The Suspension Workflow is created. A charge is generated and invoiced within seconds.
- If autopayment is OFF, the invoice remains unpaid, and the workflow is flagged with an issue. Services are still suspended.
- If autopayment is ON, we process the payment:
- If the payment succeeds, this is the golden path — the invoice is paid, and the service is suspended.
- If the payment fails, the invoice remains unpaid, and the workflow is flagged with an issue. We retry the payment several times over the next few days. Services are still suspended.
The agent creating the workflow should check if it’s flagged with an issue before letting the customer leave. All steps happen within seconds.
It is optional to set a reactivation date when creating the workflow. If set, a Reactivation Workflow will be created automatically when the suspension ends.
Reschedule a suspension
To reschedule a Suspension Workflow, it must still be ongoing. Use the Actions button → Cancel workflow, then create a new Suspension Workflow.