AI Debt Collection Calls

The scenario

You run Vello, a billing SaaS. Your customer Bobby purchased 1,000 SMS credits for $154.56. The invoice was due May 25 and Bobby hasn't paid.

Instead of chasing Bobby manually, you fire a single API call. The voice agent calls Bobby, explains the outstanding balance, and handles whatever Bobby says - agreement to pay, a request for more time, a dispute, or a flat refusal.

The call is recorded, the outcome is reported back via webhook, and you never had to pick up the phone.

The API request

Send a single POST to kick off the call:

curl -X POST https://voice.talktomyagent.io/v1/calls \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
  "to": "+14165550199",
  "targetName": "Bobby",
  "triggeredBy": "vello-billing-system",
  "maxDurationSecs": 180,
  "task": {
    "goal": "Collect payment of $154.56 from Bobby for 1,000 SMS credits (invoice due May 25).",
    "script": "debt-collection",
    "facts": {
      "customer_name": "Bobby",
      "amount": "$154.56",
      "product": "1,000 SMS credits",
      "due_date": "May 25",
      "company": "Vello",
      "invoice_id": "INV-2026-0547",
      "payment_link": "https://pay.vello.io/INV-2026-0547",
      "support_email": "billing@vello.io"
    },
    "escalation": "If Bobby disputes the charge or becomes hostile, thank them and offer to have a human representative call back within 24 hours."
  }
}'

Key fields

• to - Bobby's phone in E.164 format.
• targetName - the agent greets Bobby by name.
• triggeredBy - logged for audit; not spoken aloud.
• maxDurationSecs - hard cap at 3 minutes; most collection calls finish in under 2.
• task.script - references the debt-collection playbook profile (see below).
• task.facts - injected into the conversation so the agent knows the specifics.
• task.escalation - fallback behavior for edge cases.

What Bobby hears

Outcome branches

• ✓ Agrees to pay - the agent reads out the payment link and confirms Bobby will follow up.
• ⏳ Needs more time - the agent asks when Bobby expects to pay, logs the date, and closes politely.
• ✗ Refuses - the agent acknowledges, mentions that billing@vello.io can help, and ends the call.
• ? Disputes the charge - the agent does not argue; offers a human callback within 24 hours and ends the call.

Playbook script profile

Add this block to your voice playbook. The agent loads it automatically when task.script matches debt-collection.

#### debt-collection

**Opening**: Greet the customer by name. State your company, the outstanding
amount, the product/service, and the invoice ID. Ask if they can take care
of it today.

**If the customer agrees to pay**:
Read out the payment link slowly. Confirm they have it. Thank them and
end the call.

**If the customer needs more time**:
Ask when they expect to be able to pay. Log that date. Let them know
you'll follow up if the balance is still open. Close politely.

**If the customer refuses to pay**:
Do not pressure or threaten. Acknowledge their position. Mention the
support email for further discussion. End the call.

**If the customer disputes the charge**:
Do not argue or attempt to resolve the dispute on the call. Offer to
have a human billing representative call them back within 24 hours.
End the call.

**Hard limits**:
- Never threaten consequences (legal, credit score, service suspension)
- Never offer discounts or modified payment terms
- Never accept payment information over the phone
- Keep the call under 3 minutes
- One attempt per customer per day

Compliance tips

• No credit-score threats. The agent must never imply that non-payment will affect the customer's credit rating or result in legal action.
• No discount promises. Payment terms belong to your billing team, not the voice agent. The agent collects - it does not negotiate.
• Business hours only. Schedule calls between 8 AM and 9 PM in the recipient's local time zone. The API does not enforce this - your integration should.
• One-party consent. Check your jurisdiction's recording-consent laws. The agent can disclose that the call is recorded if required - add a line to the playbook opening.
• One call per day. Do not retry the same customer more than once in a 24-hour window. Use the webhook outcome to decide next steps.