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

# Payment & Billing

The agent for payments & billing is suitable when appointments need to be scheduled, changed, or canceled by phone. Around the clock and without employees needing 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 records all relevant information and prepares it for 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**

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

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

{% step %}
**Create playbook**

Create separate guides under Playbooks for different concerns. 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 concern
  * Closing action: announce callback
    {% endstep %}

{% step %}
**Store knowledge**

* **Knowledge base:** Upload your terms and conditions, payment terms, or price lists here as PDFs.
* **Customer questions:** Store targeted answers here for "outlier" questions such as "Can I pay by PayPal?" or "Where do I send the receipt?"
  {% endstep %}

{% step %}
**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 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 can still be reached after the trial period, you 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 inquiries. This leaves more time for complex cases that require real consultation. Especially during periods of high inquiry volume (start of 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 recurring problems.


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