Channels

Fynex supports four communication channels. Each must be configured in Settings > Channels before you can use it in strategies and campaigns.

Language-aware dispatch: On every channel—voice, SMS, WhatsApp, and email—the effective language is resolved with the same cascade as in Settings (manual override → contact language → organization locale → country default → es). That language drives which templates and wording are selected for the interaction.

Email (Resend)

Fynex uses Resend to send emails.

Setup

1. Go to Settings > Channels and find the Email card.
2. Enter your sending domain (e.g., notifications.yourcompany.com).
3. Fynex will show you DNS records (TXT, CNAME) that you need to add to your domain registrar.
4. Click Verify once the DNS records are in place.
5. After verification, emails will be sent from your custom domain.

How it works

• Emails are sent via the Resend API with your verified domain.
• Delivery status (sent, delivered, bounced, opened) is tracked via Resend webhooks.
• Each email interaction is logged in the account timeline.

SMS (Twilio)

Setup

1. Go to Settings > Channels and find the SMS card.
2. If your organization uses self-managed credentials (configured in the Provider Credentials card above), provision a phone number or enter an existing one.

How it works

• SMS messages are sent via the Twilio Messaging API.
• Delivery and reply status updates arrive via Twilio webhooks.
• Phone numbers must be in E.164 format.

WhatsApp (Twilio)

Setup

1. Go to Settings > Channels and find the WhatsApp card.
2. WhatsApp requires a Twilio-registered WhatsApp sender. Configure this in your Twilio console.

How it works

• Messages are sent via the Twilio WhatsApp Business API.
• Template messages are used for outbound initiation.
• Free-form messages are used once the debtor replies within the 24-hour window.

Voice (Twilio + ElevenLabs)

Voice is the most feature-rich channel, using Twilio for telephony and ElevenLabs for the AI voice agent.

Setup

1. Go to Settings > Channels and find the Voice card.
2. Assign or purchase a phone number for outbound calls (Twilio).
3. Click Configure to open Voice settings (organization defaults for AI calls).
4. Default voice — pick from the curated list or paste a custom ElevenLabs voice ID. Choose Auto to let the platform pick from your organization locale.
5. Voices by language (optional) — if you contact debtors in several languages, assign a voice per language so accents stay natural (e.g. different Spanish variants).
6. Default call opening — Callee speaks first (default, less talk-over at pickup) or Agent speaks first (immediate greeting TTS).
7. LLM model — choose the conversational model; it is applied on every outbound call automatically (no separate “re-sync” step).
8. ElevenLabs agent
   • Managed by Fynex: click Create Agent to provision the agent. When you provision, Fynex automatically registers your Twilio number with ElevenLabs for outbound calls — you do not need to copy a “phone number ID” from the ElevenLabs dashboard.
   • Bring Your Own Provider (Custom plan): enter your own ElevenLabs agent ID in the dialog; provisioning uses your API key and your Twilio credentials for number registration when needed.

How it works

• Fynex initiates a Twilio call to the debtor.
• The call connects to an ElevenLabs conversational AI agent.
• Voice and language are resolved per call: Fynex selects the appropriate voice for the contact's language (using your default voice, optional per-language voice map, and locale defaults) so the agent speaks with a natural accent. When no specific voice is available for a language, the AI adapts automatically from the prompt text.
• Call opening is configurable at organization (Settings), strategy, individual strategy steps (voice steps), or per manual AI call (confirm dialog). Unless you choose agent speaks first, the agent typically waits for the person to answer (e.g. “hello”, “hi”) before speaking, then follows the strategy's voice configuration (tone, language, per-call instructions).
• During the call, the agent can register payment promises, schedule callbacks, escalate, register disputes, or mark opt-out using built-in tools.
• After the call, the full transcript, summary, and call analysis (disposition, sentiment, willingness to pay) are logged automatically. If post-call data is not received (e.g. due to a webhook failure), you can click the Fetch transcript button in the interaction drawer to retrieve it from ElevenLabs.
• The interaction drawer shows structured Call Details including duration, contact result, disposition, sentiment, willingness/cooperation scores, tools used by the agent, and call cost.

Agent behavior

The AI agent follows a structured conversation flow (greet → verify identity → build rapport → inform → negotiate → confirm → close) and adapts to each scenario:

• Wrong person or wrong number — The agent does not reveal any debt information. Before ending, the agent asks if they have a correct number for the debtor and captures it if provided. Then ends the call politely.
• Debtor refuses to pay — The agent asks once for the reason and acknowledges the refusal before ending the call.
• Hostile or abusive behavior — The agent stays calm, does not respond to insults, and ends the call immediately.
• Debtor is evasive or not serious — The agent tries to redirect the conversation up to two times, then ends the call.
• Debt dispute — The agent does not insist on payment, registers the dispute, and ends the call.
• Bankruptcy or attorney — The agent stops collection immediately and ends the call.
• After a promise, opt-out, or escalation — The agent confirms the action and ends the call.

Agent tools during the call

The agent can take real-time actions during a conversation:

• Register payment promise — Records the debtor's commitment to pay.
• Schedule callback — Books a return call at the debtor's preferred time. The strategy step is paused until the callback fires.
• Send debt summary — Sends a detailed balance summary via WhatsApp or email while still on the call.
• Capture alternate number — Records a new phone number (e.g., provided by a third party at a wrong number).
• Set channel preference — Records if the debtor prefers to be contacted via email, WhatsApp, or another channel.
• Register dispute / hardship / opt-out / escalation — Logs the corresponding event and updates account status.

Multi-call continuity

Fynex maintains context across multiple calls to the same debtor:

• Callbacks — When the debtor requests a callback, the agent opens the next call by acknowledging: "You asked us to call at this time."
• Dropped calls — If a call is interrupted, the next call opens with: "We were speaking earlier and got disconnected."
• Alternate numbers — When calling a new number provided by a third party, the agent treats it as a first contact (identity not yet confirmed).
• Follow-up after information sent — If a debt summary was sent via WhatsApp or email, the agent references it: "We sent you some information recently."
• Cross-channel awareness — The agent knows about recent WhatsApp messages, emails, and SMS sent to the debtor, and can reference them in conversation.

Phone number rotation

If the primary phone number is invalid or belongs to a wrong contact, Fynex automatically tries alternate numbers captured during previous calls. Disconnected numbers are excluded, and wrong numbers are deprioritized.

TIP

Use Live Calls to monitor active voice calls in real time, view the live transcript, and start supervised calls.

Debtor Self-Service Portal

In addition to the four communication channels above, Fynex offers a self-service portal where debtors can view their accounts, make payment promises, file disputes, and manage preferences on their own. Chat is a portal-embedded channel: when you enable the AI Chat Assistant in portal settings, debtors can converse with an AI assistant inside the portal during an active session. The AI voice agent can send portal access links during a call, and portal_link can be used as a channel in strategy action sequences. See Debtor Portal for details.

Strategy engine and delivery outcomes

Outbound touches that come from an automated strategy are driven by the execution engine:

• Hard delivery failures — Email bounce (Resend), SMS/WhatsApp failed / undelivered (Twilio), or a voice call initiation failure (before a conversation starts) mark the interaction failed, clear conflicting pending queue rows for that account, and advance the strategy to the next step. Manual sends from the dashboard are not tied to this flow.
• Same-step retries — On voice and WhatsApp strategy steps you can set Max retries and retry delay so the engine repeats the step after no answer, a dropped call, or a step timeout before advancing. See Strategies.

More detail: Execution — Delivery failures, Execution — Promise follow-up, and Strategies — Action sequence.

Credential Modes

Credential mode is configured once for the entire organization in the Provider Credentials card at the top of Settings > Channels. It applies to all channels — you do not choose a mode per channel.

Mode	Description
Managed by Fynex	Fynex manages the provider credentials. Simplest setup. Available on all plans.
Bring Your Own Provider (BYOP)	You provide your own API keys. Full control over billing and configuration. Available on Custom plan only.

Managed by Fynex (default)

All provider accounts (Twilio, ElevenLabs, Resend) are managed by Fynex. You purchase phone numbers, configure agents, and send messages entirely from the Fynex interface. No external account setup required.

Bring Your Own Provider (BYOP)

Available exclusively on the Custom plan, BYOP lets your organization connect its own provider accounts. All credentials are entered in the Provider Credentials card in Settings > Channels.

Twilio (Voice, SMS, WhatsApp)

1. Create a Twilio account at twilio.com
2. Navigate to Console > Account Info to find your Account SID and Auth Token
3. In Fynex, open Settings > Channels and find the Provider Credentials card
4. Switch to Self-Managed mode and enter your Account SID and Auth Token

What you need: Account SID (ACxxxxxxxxx) and Auth Token.

ElevenLabs (Voice AI)

1. Create an account at elevenlabs.io
2. Go to Profile > API Key to generate your key
3. In the Provider Credentials card, enter your ElevenLabs API Key

What you need: ElevenLabs API Key.

Resend (Email)

1. Create an account at resend.com
2. Go to API Keys and create a key with sending permissions
3. In the Provider Credentials card, enter your Resend API Key

What you need: Resend API Key.

TIP

All provider keys are saved together in the Provider Credentials card. After switching to Self-Managed and entering your keys, each channel card below will automatically use your credentials.

Provider Documentation

Provider	Documentation
Twilio	twilio.com/docs
ElevenLabs	elevenlabs.io/docs
Resend	resend.com/docs