Payment & billing
The appointment management agent is suitable when appointments are to be arranged, changed, or canceled by phone. Around the clock and without employees having to be permanently available. 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 the issue 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 it to be passed on 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 fill in the most important data in the description under Configuration in the company profile (e.g. IBAN, billing address) so that the agent has it at hand if needed.
Create playbook
Under Playbooks, create separate guides 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 the request
Closing action: Announce a 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 for outlier questions such as "Can I pay by PayPal?" or "Where do I send the receipt?".
Activate notification
Email summary: Under Configuration > "Summary recipients", enter an email address. After the call, you will receive all details and call the customer back for confirmation.
Webhooks (optional): Send the data in a structured format 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 for testing. However, so that your agent can still be reached after the trial period, you need to assign it a phone number.
Benefits at a glance
The agent handles every payment-related question and relieves your team of standard queries. 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 recurring issues.
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