Strategies

Strategies define the rules for how AI agents contact debtors: which channels to use, how often, in what order, and when to escalate.

Creating a Strategy

1. Go to Strategies and click Create Strategy.
2. Give it a name and select a type.
3. Build the action sequence (see below).
4. Configure escalation criteria.
5. Optionally configure negotiation parameters and voice agent settings.
6. Save. The strategy starts as a Draft — activate it when ready.

Strategy Types

Type	Best for
Early Collection	Recently overdue accounts, gentle approach
Medium Collection	30-60 day overdue, balanced frequency
Intensive	90+ days overdue, high frequency, multiple channels
Promise Follow-up	Accounts with existing promises, reminder-focused
Recontact	Previously contacted accounts that didn't respond
Soft Approach	Sensitive accounts, low frequency, cordial tone

Action Sequence

The action sequence is the core of a strategy. It defines a series of steps that agents execute for each account:

Each step specifies:

• Channel — WhatsApp, email, SMS, voice, or portal_link (sends a self-service portal access link via the debtor's preferred channel — see Debtor Portal).
• Action type — Reminder, notice, follow-up, urgent, formal notice, offer, or confirmation.
• Wait days — How many days to wait before moving to the next step.
• Template — Which message template to use (optional — agents can use free text).
• Opening (voice steps only) — Optional override for who speaks first on that step. If unset, the strategy and organization defaults apply. See Channels.
• Same-step retries (voice and WhatsApp only) — Max retries (0–5) lets the engine repeat the same step when there is no answer, the call drops, or the step times out, before moving to the next step. Retry delay is the wait between those attempts (defaults to the step’s main delay if left blank).

TIP

Use the visual step builder to drag and reorder steps. Preview the full sequence before activating the strategy.

TIP

For demos, leave Max retries at 0 so the sequence always advances after the first attempt. For production, 1–2 retries on voice often improve contact rates without changing your linear playbook.

Escalation Criteria

Define when an account should be escalated to a human:

• Max attempts — Total contact attempts before escalation.
• Days without response — Calendar days with no debtor engagement.

When either condition is met, the account moves to the Escalations queue.

Negotiation Parameters

For strategies that allow negotiation:

• Max discount % — Maximum discount agents can offer.
• Min payment % — Minimum payment percentage to accept.
• Allow partial — Whether partial payment plans are permitted.

Payment Options (required for voice)

Payment options define the specific plans the AI agent can offer to debtors. AI voice calls are blocked if no payment options are configured — the agent will not invent plans on its own.

Each option specifies a type:

• Full payment — Pay the entire balance (with or without a discount).
• Installments — Split the balance into N payments (with or without interest).

TIP

Without payment options, the voice agent will still make calls but will deflect payment questions to a specialist instead of offering plans. For negotiation-phase strategies, configure at least one payment option so the agent can offer concrete plans.

Voice Agent Configuration

When a strategy includes voice steps, you can configure:

• Default opening (this strategy) — Who speaks first on AI calls for accounts on this strategy: follow the organization default, callee speaks first (wait for pickup, then scripted opening in the agent prompt), or agent speaks first (immediate spoken greeting). This layers on top of the Voice channel default in Settings → Channels; individual voice steps can still override opening.
• Agent language — Language the agent speaks.
• Tone — Cordial, formal, or firm.
• First message — Legacy / reference field for notes; it does not control ElevenLabs immediate TTS. Runtime opening behavior is driven by Default opening and organization settings.
• Additional instructions — Custom directives for the agent's behavior in this strategy.

Strategy Statuses

Status	Meaning
Draft	Not yet active, can be edited freely
Active	In use by one or more campaigns
Inactive	Disabled, no longer used for new campaigns