Payment & billing

The payment & billing agent is suitable when appointments need to be scheduled, changed, or canceled by phone. Around the clock and without staff having to be permanently reachable. It records appointment requests in a structured way and significantly reduces administrative effort.

What exactly does the agent handle?

The agent answers calls and recognizes whether the issue is an invoice, a payment status, or general payment terms. It answers common questions about payment terms, payment methods, or formal details directly. For individual concerns, it collects all relevant information and prepares the handoff to the responsible team. Callers receive clear feedback on how their request will be handled next. After each conversation, the content is documented in a traceable way.

Briefly explained: How to set up the use case

1

Create agent & refine profile

Create an agent and fill in the most important data (e.g. IBAN, billing address) in the description under Company profile in the Configuration area so the agent has it at hand when needed.

2

Create playbook

Under Playbooks, create separate guides for different concerns. For example, questions about invoices could be handled as follows:

• Playbook "Invoice Question":

  • Condition: "Caller asks a question about an invoice"
  • Task: ask for invoice number
  • Task: ask about the concern
  • Closing action: announce a callback

3

Store knowledge

• Knowledge base: Upload your terms and conditions, payment terms, or price lists here as a PDF.
• Customer questions: Store targeted answers here for outlier questions such as "Can I pay by PayPal?" or "Where should I send the receipt?"

4

Enable notification

• Email summary: Enter an email address under Configuration > "Summary recipients". After the call, you will receive all details and call the customer back for confirmation.
• Webhooks (Optional): Send the data structured to your CRM or a tool like Zapier to automatically create tickets.

5

Assign phone number

During the test phase, you will receive free phone numbers from us for testing. However, so that your agent remains reachable after the trial period, you still need to assign it a phone number.

Benefits at a glance

The agent handles every payment question and relieves your team of standard questions. This leaves more time for complex cases that require real consultation. Especially during periods of high inquiry volume (beginning of the month, after invoices are sent, during closings), the service remains reliable. Documentation and analysis make it visible which topics come up repeatedly and where processes or explanations can be improved before they become chronic issues.