Collect outstanding invoice payments through the Voice Agent using secure text message links

  • Updated on May 3, 2026
  • Published on May 3, 2026
  • 2 minute(s) read
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This is a new feature that lets the Voice Agent handle payment-related calls by identifying outstanding invoices and sending a secure payment link to the caller's phone via text message, reducing call escalations and helping collect outstanding payments without live agent involvement.

Voice Agent capabilities for job handling and payment collection options displayed on screen.

What's new?

  • Payment collection: When a caller expresses intent to pay an invoice, the Voice Agent verifies the caller's identity using caller ID and looks up their outstanding invoices. It states the invoice amount and date, asks the caller to confirm, and sends a secure payment link via text message to the caller's phone number. The caller completes the payment on their own device without speaking to a live agent. If a caller has more than five outstanding invoices, the Voice Agent reads back the five most recent. If identity cannot be verified, the call escalates to a live agent. This skill is enabled in the default Voice Agent's settings under Skills and Capabilities.

Note: You must have ST Payments enabled to use this feature.

Before and After

Before (Current)

  1. A caller contacts your company to pay an outstanding invoice.

  2. The Voice Agent cannot handle payment-related intent and escalates the call to a customer service representative (CSR).

  3. The CSR locates the invoice and processes the payment manually or directs the caller to an external payment portal.

  4. If no CSR is available, the caller waits on hold or the call is abandoned.

Impact: Every payment-related call requires CSR involvement, increasing call volume and wait times.

After

  1. A caller contacts your company to pay an outstanding invoice.

  2. The Voice Agent detects the payment intent and verifies the caller's identity using caller ID.

  3. The Voice Agent states the invoice amount and date and asks the caller to confirm.

  4. After the caller confirms, the Voice Agent sends a secure payment link to the caller's phone via text message.

  5. The caller completes the payment on their device and does not need to stay on the call.

Impact: Payment-related calls resolve without CSR involvement, reducing call volume and helping outstanding invoices get paid faster.

Who uses this feature

  • Residential Service and Replacement

  • Administrators, CSRs

  • Region availability: USA, Canada

 

How it works for your industry

Residential Service and Replacement

  • A homeowner calls after receiving their HVAC service invoice and says they want to pay. The Voice Agent confirms their identity, finds the unpaid invoice for $285, and sends a secure payment link to the caller's phone. The homeowner pays from their phone while still on the call.

  • A plumbing company has a caller with three outstanding invoices. The Voice Agent reads back all three, asks the caller to select one, and sends the payment link after the caller confirms the correct invoice.

  • An office administrator enables the payment collection skill under Voice Agent settings so the Voice Agent can handle payment-related calls without involving a customer service representative (CSR).

How to prepare?

  1. In Voice Agent settings, go to the default agent's Skills and Capabilities section and turn on the Payment collection toggle to enable the feature.

  2. Review your Voice Agent escalation settings to confirm how calls route when caller identity cannot be verified.

  3. Identify which CSRs currently handle payment-related calls and brief them that those calls may now resolve through the Voice Agent without escalation.

  4. Bookmark any knowledge base articles or Academy videos for team training.

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