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This is the setup for having your agent ring customers about unpaid invoices and text them a payment link. It recovers money nobody on your team has time to chase. It is also the setup with the most rules attached, so read the rules section before you build it rather than after.

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What this setup does for you

Your agent works through a list of customers with overdue invoices, calls each one, explains what is outstanding, and texts a payment link so they can pay immediately. Customers who dispute the amount or want to arrange something are passed to a person. Everything that happened is on the call record.

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What good looks like

  • Every overdue account contacted, rather than the ten your team got to.
  • A payment link in the customer’s hand during or immediately after the call, since that is what turns a reminder into a payment.
  • Disputes reaching a person quickly, because an agent arguing about an invoice damages the relationship.
  • A record of every contact, which matters if the debt escalates later.

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Before you build: check the rules

Chasing money is regulated more tightly than any other job in these guides, and the rules differ by country and sometimes by state. Settle these four before your first call:
  1. Whether you may call these customers at all, and on which number.
  2. The hours you are allowed to call.
  3. What your agent may say, particularly to somebody who is not the account holder. Discussing a debt with the wrong person is the mistake to design out.
  4. Whether the call must be disclosed as recorded or automated.
Start with Calling rules you should know, and take proper advice for your jurisdiction. Nothing on this page is legal advice.

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What to put in your instructions

Paste this into your agent’s Prompt tab and change everything in square brackets.
The identity check in the second paragraph is the most important instruction on this page. Everything else is recoverable.

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What your agent needs to know

  • What the invoice was for, in terms the customer will recognise.
  • Your payment methods and how the link works.
  • Your policy on payment plans, if you have one, and if not, that a person handles those.
  • Who to transfer disputes to.
  • Nothing about other customers. Upload only what this job needs.

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What to let your agent do

Set up the campaign itself with Start a calling campaign, and control the timing with Choose when calls go out.

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What to test before you go live

Run the whole thing against five of your own numbers before any customer hears it.
  1. A normal reminder. Does the payment link arrive, and does it work?
  2. Answer as the wrong person. Does it refuse to discuss the account?
  3. Dispute the amount. Does it stop chasing and hand over?
  4. Say you cannot afford it. Does it soften and offer a person, rather than pressing?
  5. Say you already paid. Does it accept that gracefully?
  6. Listen to all five recordings. Would you be comfortable if a customer shared one publicly?
That last question is the real test for this setup.

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Rules to know

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FAQ

Yes, using an outbound campaign, which needs Starter or above. The rules about who you may call, when, and what you may say are stricter for money than for anything else, so settle those first. See Calling rules you should know.
No. Your agent cannot take card details. Text a payment link instead, which is safer, faster for the customer, and gives you a record of when it was sent.
Yes, during the call so the customer can confirm they received it. That is what makes this setup work: a reminder without a way to pay is a wasted call. See Send a text or email.
It should stop chasing immediately and hand over to a person. Write that instruction explicitly, because an agent that argues about an invoice costs you more than the invoice is worth.
Your agent must confirm identity before discussing anything and end the call politely if it is somebody else. This is the single most important instruction in this setup and the one to test hardest.
Only if your list reflects that. Rebuild or refresh the list before each run rather than reusing last week’s, because calling somebody about an invoice they have already paid is the fastest way to lose them.
Yes, by scheduling a callback during the call, and you can also restrict when calls go out. See Choose when calls go out.
Import it as contacts, then point a campaign at it. Include the invoice number and amount as contact fields so your agent can state them. See Import your contact list.
Usually you have a lawful basis to contact your own customers about their account, but the specifics vary and debt collection is often regulated separately. Take advice for your jurisdiction rather than relying on this page.