Collections and payments
Handle the Easy Reminders Without an Agent.Automated payment reminder calls, from live balance lookup to promise to pay.
Most reminder calls follow the same script: confirm who answered, read out the balance, ask if they’ll pay. This flow handles that part on its own, records the answer, and hands the call to your team only when someone disputes the amount or needs terms.
- Live balance read aloud
- Promise to pay posted
- Disputes go to a person
How a call moves through it
- Screened firstDo Not Call and business hours
- Balance looked upLive from your ledger
- Amount read outThe real figure and due date
- Pay, arrange or disputeOne key press decides
- Disputes to your teamWith the balance on screen
Most Reminder Calls Are the Same Script.
An agent dials, waits, confirms who answered, reads a figure off a screen, asks the question and types the answer back in. The conversation that needs a person is the one where someone disputes the amount or needs to arrange terms. Automated collection calls take the rest.
Disputes and payment arrangements reach your team. Simple payments are handled and recorded without them.
The amount and due date come live from your ledger, so callers hear their own figure, not a generic message.
The stage moves when the call ends, so nobody calls the same person again later in the week.
Eleven Steps from Dial to Promise to Pay.
Each step names the node it uses, so you can rebuild this flow in the call flow builder and change what you need.
Screen the Number First
Federal DNC CheckCheck the federal Do Not Call registry before anything else, so a listed number never reaches the rest of the flow.
Only Call in Allowed Hours
Business HoursYour business hours are checked in your organization’s timezone. Outside the window, the call doesn’t go ahead.
Confirm You Hold This Person
If Existing LeadIf the number doesn’t match a record, there’s no balance to quote, so the flow takes a different path.
Fetch the Live Balance
Trigger WebhookAsk your ledger for the amount owed and the due date. If it doesn’t answer within five seconds, the failure path takes over.
Say the Amount Out Loud
Playback AudioRead the real figure and date to the caller in your saved brand voice, not a generic please-call-us message.
Ask the One Question That Matters
Route to IVRPaying today, arranging terms or disputing: one key press, three paths. The path decides whether a person is needed.
Take the Reference Number
Capture DigitsOn the paying-today path, the caller keys in the account or reference number from their statement.
Post the Promise to Pay
Trigger WebhookSend the reference and amount to your payment provider or ledger, and keep whatever it sends back.
Act on the Processor’s Answer
Match Webhook VariableAccepted, declined or unavailable each take their own path. Only one of them needs an agent.
Record the Outcome
Update Lead StageThe stage on the record moves by itself, which stops the same person being called again later in the week.
Hand Over What Needs a Person
Route to TeamDisputes and arrangements go to the team that handles them, with the record open and the balance on screen.
What the Flow Remembers, and What to Watch For.
Variables the Flow Carries
Saved during the call and usable by every later step, including spoken messages and requests to your own systems.
AMOUNT- The balance owed, fetched from your ledger and read to the caller
DUE_DATE- When it was due, read out in the same message
ACCOUNT_NO- What the caller keys in, sent on to your payment provider
PAY_STATUS- What the provider sent back, used to choose the next path
What to Watch Out for
- Never read a card number back to the caller, and never put one in a prompt.
- Read the reference back before acting on it. One extra message prevents a payment posted to the wrong account.
- Give the ledger lookup a failure path. If the balance doesn’t come back, apologize and pass the call to a person instead of quoting nothing.
Questions About This Flow, Answered.
What is an automated payment reminder call?
A call that reminds a customer about a balance without an agent on the line. It reads out the amount and due date, asks whether they’ll pay, records the answer, and passes the call to a person when needed.
Can a collections IVR read out each customer’s real balance?
Yes. A lookup step asks your ledger for the amount and due date during the call, and the message reads them back in your saved voice.
What happens when a customer disputes the amount?
They press the dispute option and the call goes to the team that handles disputes, with the record open and the balance on screen.
Do these calls check the Do Not Call list?
The flow starts with a federal Do Not Call check and your business hours, before anything else happens. DNC checks are billed per lookup from your wallet. This is general information, not legal advice; check with your own counsel.
What do I need from my ledger or payment system?
A web address the flow can call (an API) that returns the balance and due date, and one that accepts a promise to pay. Someone who knows that system sets it up; drawing the flow needs no code.
What if the ledger is down during a call?
Every lookup waits up to five seconds, then takes its failure path. Send that path to a person, so nobody hears a balance that never arrived.
Is this a call flow template I can change?
It’s a worked example. Every step names the node it uses, so you can rebuild it in the call flow builder and change the prompts, branches and lookups to fit. The builder also has ready-made starts, such as an auto attendant.
Can I build this call flow on the free trial?
Yes. Call flows come with every seat, and the 14-day free trial needs no credit card. Draw the flow, walk a test call through it, then publish it to your number.
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