Every call, a recorded outcome
The agent verifies the account holder, informs them of what is outstanding, sends them the payment link and records the outcome, without anyone having to listen to the call.
AI outbound campaigns · Calls and WhatsApp
AI outbound campaigns: collections, sales and loyalty
The voice agent calls your customers or messages them on WhatsApp to remind them of outstanding payments, present offers and win back those who have not been in touch with your company for some time. It verifies that it is speaking to the account holder, sends the payment link and records every outcome in your panel: the result, the promise to pay and the details the customer updates.
Module included in the plan at €300 + VAT a month · Campaign calls at €0.65 + VAT per minute · Free integration consulting
3
campaign types: collection, offer and promotion
4
combinations of call and WhatsApp
11
possible outcomes for each collection contact
Who it is for
For companies that need to contact large numbers of customers, and to do so rigorously
An outbound campaign is a list of customers whom the voice agent calls or messages on WhatsApp with a specific goal: collecting outstanding payments, selling or building loyalty. Every contact ends with an outcome recorded in your panel, which your team reviews without listening to the calls.
Debt recovery and telephone collections
Large-scale reminders of unpaid debts at the amicable stage: account holder verification, payment link, promises to pay with amount and date, and cases that require negotiation handed over to your team.
Telecoms and utilities
Returned direct debits and outstanding fees from thousands of customers, handled within permitted hours, with their phone numbers, email address and postal address updated on every call.
Sales teams
Offers for customers who have agreed to receive them. Anyone who shows interest enters your sales funnel, and your team receives an alert to take the sale forward.
Loyalty and reactivation
Promotions for your customers and campaigns for those who have not been in touch with you for some time, selected by funnel stage, customer type or source.
Campaign types
Collections, offers and promotions, from the same panel
Each campaign is prepared as a draft: the panel shows you how many customers it reaches, who is left out and why. Nobody is contacted until the account owner launches it, and it can be paused at any time.
Collection
Collections and debt recovery
It reminds customers who owe money of their outstanding payments, verifies that it is speaking to the account holder and records the outcome. It reaches customers with overdue invoices, and you can limit it by how long the debt has been overdue and by minimum amount.
Offer
Sales and customer acquisition
It presents an offer to customers who have agreed to receive it and moves anyone who shows interest into the sales funnel. The agent knows its terms, its validity and the key points you give it.
Promotion
Loyalty
It announces a promotion, with its terms and link, to customers who have agreed to receive it. On WhatsApp, the customer replies with a button: “I'm interested”, “No, thanks” or “Stop receiving these”.
Collections management
A collection call, step by step
The agent follows the same protocol on every call, courteously and without pressure, and records what happens so that your team only has to step in when a case requires it.
-
1
Outstanding invoices come in automatically
From your system’s API every few hours, from a CSV or Excel file, or from your webhook. Each invoice is linked to the customer’s record by their reference, ID number or phone number.
-
2
It introduces itself and verifies the account holder
It introduces itself as your company’s virtual assistant and states that the call is transcribed. Before mentioning amounts or invoices, it checks the full name and one detail from the record: ID number (DNI or NIE), date of birth, postcode, customer number or invoice number.
-
3
It informs the customer courteously
It explains which invoices are outstanding, their amount and their due date, and asks the customer to bring their account up to date. If the campaign includes it, it gives them the credit bureau notice, once only.
-
4
It sends the payment link by WhatsApp
The link to the invoice itself or one from your company’s payment gateway, while it is still on the line. Card details are never requested by voice.
-
5
It records the outcome
Promise to pay with amount and date, payment already made, request to pay in instalments, disputed debt or inability to pay, with the reason. Instalment plans and disputes are left for your team to resolve.
-
6
It updates their contact details
It confirms with the customer and updates their phone number, other phone numbers, email address, postal address and preferred contact method. The activity log shows which details changed.
Payment by link, without hanging up
Once the account holder has been verified, the agent sends the payment link by WhatsApp while still on the line. If the customer pays through the gateway, their invoices are marked as paid and the contact is closed automatically; with the invoice’s own link, your system simply needs to report the payment.
If someone else answers, the agent does not mention the debt or the specific reason for the call: it says that it is calling on behalf of your company about an account matter and asks when it can speak to the account holder. After two failed verification attempts, the outcome is recorded as “Identity not verified”.
Sales and loyalty
Offers and promotions for those who want to receive them
Marketing campaigns only reach customers who have agreed to receive them on that channel. The agent presents the offer, answers questions and, if the customer is interested, moves them into your sales funnel.
Only with consent
Each customer’s consent is stored in their record, per channel, with its date and the text accepted. Anyone who has not consented or has asked not to be contacted is left out of the campaign.
You choose who receives it
By funnel stage, customer type and source, or only those who have had no contact with your company for a given number of days. Before launching it, you see how many customers it reaches and a sample of the recipients.
The offer, with its terms
Title, description, terms, validity date and link. You write the introduction, the key points and the closing; if you leave a text empty, the default one for your sector is used.
Interested customers go into the funnel
The interested customer moves to the “Capture” stage of your sales funnel, with what they are interested in, and your team receives an alert to call them.
If they prefer a person
If the customer wants to speak to someone on your team, this is recorded as “Wants to speak to a person” and, on WhatsApp, the conversation is passed to your team.
Immediate opt-outs
If the customer asks not to receive marketing, the opt-out is applied immediately and their number is added to the exclusion list. On WhatsApp, this also happens when they reply “BAJA” or “STOP”.
Each interested customer continues in the sales funnel, with their conversations and the AI’s analysis.
Discover the AI sales funnelChannels, hours and limits
Call, WhatsApp or both, with hours and limits designed with people in mind
You choose the channel for each campaign. If the customer does not respond on one, the agent can try the other, always within the campaign’s hours and limits.
- Call only
- WhatsApp only
- WhatsApp, then a call if there is no reply
- Call, then WhatsApp if there is no answer
Considerate hours
Monday to Friday, from 09:00 to 21:00 in your company’s time zone. Each campaign can narrow these hours with its own time slots, up to four, but never extend them.
Without insisting
At most one call per day per customer, three call attempts and one WhatsApp message per campaign, with the number of hours between attempts that you choose.
WhatsApp with approved templates
A template approved by Meta is sent. In collection campaigns, the customer can reply with a button (“More information”, “I have already paid” or “Please call me”) or write a message, and the agent replies.
Compliance
What the agent always does and what it never does
The rules for each call do not depend on the script: the platform applies them, so that no campaign can bypass them.
Always
- Introduces itself as a virtual assistant and states that the call is transcribed.
- Verifies the account holder’s identity before discussing a debt.
- Respects the exclusion list and requests not to be contacted, including in collection campaigns.
- Calls and messages only within the campaign’s hours.
Never
- Reveals a debt to anyone other than the account holder.
- Asks for card details by voice.
- Threatens, pressures or reproaches the customer, or mentions consequences that are not set out in the campaign.
- Offers promotions to anyone who has not agreed to receive them on that channel.
Credit bureau notice, only with a declaration
A collection campaign only includes this notice if the account owner declares in the panel that the debt is genuine, overdue and enforceable; that payment was requested beforehand, with a warning of possible inclusion in the bureau, on the date stated; and that your company reports unpaid debts to that bureau. The wording is fixed:
“We would like to remind you that, if the debt is not settled, [your company name] may report it to a credit information bureau, which could affect your credit history.”
The agent says it only once per call, and never to anyone who has not been verified or after the customer has indicated that the debt is disputed.
Exclusion list
No campaign calls or messages the numbers on your list: the Robinson list (do-not-call register) that you upload, the opt-outs requested by customers, which are added automatically, and the numbers your team adds.
Only the account owner can launch and resume campaigns.
Gestión Smart applies these rules to every call and every message, but does not provide legal advice: the legal basis for each campaign and the reporting of unpaid debts to credit bureaus are your company’s responsibility. Please validate your configuration with your adviser.
Results in the panel
Every contact, with its outcome and history
Campaign figures are updated with every call and every message: contacts, pending, handled, outside the campaign and errors, plus the count by outcome. Click an outcome to see only those contacts.
- How each contact was handled: the outcome, the promise to pay, the reason and the details that changed, and whether it was recorded by the agent or by a person.
- Their calls and messages: each call opens with its transcript, and the WhatsApp conversation opens in the inbox.
- Your team decides: it can correct the outcome recorded by the agent or mark the contact as closed.
- Campaign control: pause, resume or cancel at any time, and export the results as CSV.
Integration
Connected to your billing system and your CRM
Invoices come from your system and every outcome goes back to it. Integration consulting is free of charge, and additional integrations are ready within 3 weeks at most.
From your system to the panel
- API synchronisation every few hours: you specify the address, the credential and which field each value comes from. The credential is stored encrypted.
- Import from a CSV or Excel file, with a preview of how each row is read before it is imported.
- Notifications from your system by webhook: new or updated invoices and payments received, which close the contacts that no longer owe anything.
- Invoices that do not match any record are flagged in the panel.
From the panel to your system
- Every collection outcome, every change to contact details and every interested customer, as soon as they are recorded, through the panel’s connections.
- Export of each campaign’s results as CSV.
Frequently asked questions
Outbound campaigns: answers before the demo
The most common questions before launching your first campaign.
What happens if someone else answers?
The agent does not mention the debt or the specific reason for the call: it says that it is calling on behalf of your company about an account matter and asks when it can speak to the account holder. The outcome is recorded as “Not the account holder”.
Does the agent ask for card details during a campaign call?
No. Once the account holder has been verified, the agent sends them the payment link for their invoice, or from your company’s payment gateway, by WhatsApp, and the customer pays from their mobile without hanging up. If they pay through the gateway, their invoices are marked as paid and the contact is closed automatically.
Do I need my customers’ consent?
For offers and promotions, yes: only customers who have agreed to receive them on that channel are contacted, and their consent is recorded in their customer record. Reminding customers of an outstanding payment does not require marketing consent, but requests not to be contacted and the exclusion list are always respected. Gestión Smart does not provide legal advice: please validate each campaign with your adviser.
When does the agent call?
Monday to Friday, from 09:00 to 21:00 in your company’s time zone, or within the narrower time slots set for the campaign. At most one call per day per customer, three call attempts and one WhatsApp message per campaign.
Can I review and correct what the agent records?
Yes. From each contact you can open their call, with the transcript, and their WhatsApp messages. Your team can correct the outcome or mark the contact as closed, and a record is kept of who did so.
How much do outbound campaigns cost?
The module is included in the single plan at €300 + VAT a month. Campaign calls are billed at €0.65 + VAT per minute, separately from the plan’s minutes. WhatsApp messages are billed by Meta to your company, as the holder of the WhatsApp Business account.
How long does it take to get up and running?
Campaigns are enabled on your account on request. Invoices can be uploaded from a file the same day; synchronisation with your system is configured from the panel and, if you need an additional integration, it is ready within 3 weeks at most. On WhatsApp, each template must be approved by Meta before it is first sent.
Can I see it before signing up?
Yes. In a 30-minute demo we show you a complete campaign: how it is prepared, what the agent says and how the results appear in the panel. You can also call +372 699 1693 and talk to our own sales agent.
Free setup consultation
Prepare your collection, sales and loyalty campaigns with us
We help you set them up with your own data: where the invoices come from, what the agent says, on which channels and at what times. This consulting is free of charge.
Account holder verification before discussing the debt
Payment link by WhatsApp, never card details by voice
Every outcome, recorded in your panel