Collections
A due-date reminder, with a written trail for every call.
Debt collection is where a badly made automated call costs more than the debt does. What can be automated is the early part: a polite reminder of an approaching or freshly missed due date, dialled inside the legal window, with everything said recorded.
The assistant dials debtors from a list you supply, inside the calling window you configure, reminds them of the due date and the amount your system reported, records the promise to pay as a structured result, and hands any dispute or payment-plan request to a human operator.
What can be dialled and what cannot
The older the debt, the less suited the call is to an assistant. The early stages are repetitive and predictable. The late ones are a negotiation.
A reminder before the due date
The most useful call in the list, because it is not yet collection, it is a service.
The first reminder after it
Short, without pressure, with the payment options you already publish.
Confirming a promise
When the debtor names a date, it is recorded exactly, as a date rather than as free text.
Updating contact details
A wrong number costs more than the call does, and correcting it is cheap.
A dispute or a payment plan
Handed over immediately. The assistant has nothing to discuss here.
How a wave of payment reminders is dialled
In a collections campaign the mechanism that matters is not the call but the list of reasons a contact was not dialled. That is the document read during an inspection.
- 01 Upload the list Debtors, amounts and due dates. The amounts come from your system; the assistant neither calculates nor corrects them.
- 02 Set the legal window and the suppressions Days, hours, suppression list, people who refused calls, and the maximum attempts. Anything outside the rules is not dialled.
- 03 The assistant reminds It identifies the person, says why it is calling, states the amount and due date as it holds them, and offers the published payment options.
- 04 Record the promise, or hand over If the debtor names a date, it is written as a date. If they dispute, ask for a plan or turn hostile, the call goes to an operator.
- 05 Close with the full trail Transcript, recording if it is on, structured result and ended reason, all tied to the contact in the list.
What is left for each debtor
In collections the written trail is not for reporting, it is for the moment somebody asks who called, when, and what was said.
| The call outcome | Promise to pay with a date, refusal, dispute, or not contacted, as structured output with fixed values. |
|---|---|
| The reason for the ones not dialled | One of the campaign fixed values: outside the window, suppressed, opted out, too many attempts. |
| In your system | Through your own HTTP tool, or as rows in a sheet, depending on where the department keeps its record. |
| The recording and transcript | Kept for as long as you configure, in your own storage if you want it there, deleted on schedule. |
What it does not do, and what it does not take off you
This section is longer than on other pages, because here the difference between what the product does and what you answer for is the easiest to confuse.
- It collects no money It takes no payment on the phone, processes no cards and confirms no payment. The Stripe connector is read-only by design.
- It does not negotiate or discount It agrees no payment plan, waives no penalty and settles nothing. Those are decisions, and decisions stay with people.
- It gives no legal advice It does not explain what happens if you do not pay, mentions no consequences and makes no threats. An assistant improvising here is a risk, not an advantage.
- It does not take over compliance The calling window, the basis, the frequency and the tone are your obligations. The product gives you the means to respect them and writes down what it did, but the switch that overrides the rules exists and the liability stays yours.
- It does not decide who is a debtor The list, the amounts and the due dates come from your system. A wrong amount dialled a thousand times is still a wrong amount.
What collections teams ask us
Is it lawful to call about a debt with an automated agent?
We cannot answer that for you, and you should not trust a vendor who says yes while knowing nothing about your situation. What we can state is what the product offers: a calling window, a suppression list, opt-out marking, an attempt limit, recording, and a written reason for every contact not dialled. The rest is a legal assessment you make.
What does it do if the person becomes aggressive?
It stops and hands over. It is configured not to persist, not to repeat the request and not to match the tone. An escalation on a collections call is exactly the moment a person has to step in.
Can it talk to somebody other than the debtor?
It should not, and it is configured explicitly that way: if somebody else answers, the assistant does not say what the call is about, mentions no amount, and only asks to call back. This is the most common mistake in telephone collections and it is avoided by writing it into the prompt.
How do I prove what was said on a call?
Through the transcript and the recording, which can be written straight into your own storage with a configured retention period and scheduled deletion. The recording announcement the caller hears is written by you.
How much of a portfolio is worth dialling automatically?
The early part. The older and more disputed the debt, the more the call needs a person. We have no figures of our own here and we are not inventing a percentage, because we have not run the product against a real portfolio.
Where to go next
Outbound campaign
Contacts, pacing, window, compliance, start, report.
Telephony
Numbers, trunks, dial plan, queues, operators and campaigns, in one system.
Security
Isolation, roles, audit, redaction, your own storage. And an honest list of the gaps.
Pricing
Components at their published price, the platform on top, and what we cannot price yet.
Notes
-
1
The tools named on this page are the ones in
App\Services\Integrations\ConnectorRegistrycarryingimplemented. Anything that is only in the catalogue, without that flag, is not named here as though it worked. - 2 The calling rules, the suppression list and the fixed reasons for undialled contacts are described in the outbound-campaign guide. The switch that allows the national rules to be overridden exists and is documented as such.