Payments & billing
The appointment management agent is suitable when appointments are to be scheduled, changed, or canceled by phone. Around the clock and without employees 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 handles incoming 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 requests, it captures all relevant information and prepares it for handoff to the responsible team. Callers receive clear feedback on how their request will be processed further. After each conversation, the content is documented in a traceable way.
Briefly explained: How to set up the use case
Create agent & refine profile
Create an agent and enter the most important data (e.g. IBAN, billing address) in the description in the Configuration section under Company Profile so that the agent has it ready when needed.
Create playbook
Under Playbooks, create separate guides for different requests. For example, questions about invoices could be handled as follows:
Playbook "Question about invoice":
Condition: "Caller asks a question about an invoice"
Task: ask for invoice number
Task: ask about request
Closing action: announce callback
Store knowledge
Knowledge base: Upload your terms and conditions, payment terms, or price lists here as a PDF.
Customer questions: Store targeted answers here to "outlier" questions such as "Can I pay by PayPal?" or "Where do I send the receipt?".
Enable notification
Email summary: Under Configuration > "Summary recipients", enter an email address. After the call, you will receive all the details and call the customer back to confirm.
Webhooks (optional): Send the data in a structured way to your CRM or a tool like Zapier to automatically create tickets.
Assign phone number
During the test phase, you will receive free phone numbers from us to test. However, so that your agent remains reachable after the trial period, you must assign it a phone number.
Benefits at a glance
The agent handles every payment question and relieves your team of standard queries. This leaves more time for complex cases that require real advice. 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 keep coming up and where processes or explanations can be improved before they become permanent pain points.
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