> For the complete documentation index, see [llms.txt](https://help.sipgate.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.com/documentation/en/use-cases/zahlung-and-abrechnung.md).

# Payment & billing

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

### **What exactly does the agent handle?**

The agent answers calls and recognizes whether it is about 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 records all relevant information and prepares the handoff to the responsible team. Callers receive clear feedback on how their concern will be handled next. After each conversation, the content is documented in a traceable way.

### **Briefly explained: how to set up the use case**

{% stepper %}
{% step %}
**Create agent & refine profile**

Create an agent and enter the key data (e.g., IBAN, billing address) in the description under Company Profile in the configuration area so that the agent has it at hand when needed.
{% endstep %}

{% step %}
**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 has a question about an invoice"
  * Task: ask for invoice number
  * Task: ask about the concern
  * Closing action: announce callback
    {% endstep %}

{% step %}
**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 via PayPal?" or "Where should I send the receipt?".
  {% endstep %}

{% step %}
**Enable notifications**

* **Email summary:** In Configuration > "Summary recipients", enter an email address. After the call, you will receive all details and can 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.
  {% endstep %}

{% step %}
**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.
{% endstep %}
{% endstepper %}

**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 (start of the month, after invoices are sent, during closing periods), 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 persistent issues.


---

# Agent Instructions
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