# Payments & billing

The appointment management agent is suitable when appointments need 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 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 captures 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.

### **Brief explanation: How to set up the use case**

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

Create an agent and enter the most important data (e.g., IBAN, billing address) in the description under Company Profile in the configuration area so that the agent has it ready 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 "Question about invoice":**
  * Condition: "Caller asks a question about 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 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?".
  {% 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 for confirmation.
* **Webhooks (optional):** Send the data in a structured way to your CRM or a tool like Zapier to create tickets automatically.
  {% endstep %}

{% step %}
**Assign phone number**

During the test phase, we provide you with free phone numbers for testing. However, so that your agent remains reachable after the trial period, you must 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 need real advice. Especially during periods of high inquiry volume (start 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 chronic issues.


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