Discuss your project
Projects / Account follow-up

Voice Agents Accounting

Account follow-up with campaign rules and reviewable call records.

An American Red Cross workspace for voice-agent follow-up on overdue Training Services accounts. It connects balances and eligibility with call queues, attempt limits, transcripts and campaign-cycle reporting.

01 / Account context

The queue retains the account details behind each call.

Operators can distinguish active, suppressed and obsolete records while reviewing balances, overdue periods and upcoming attempts. The account panel retains the eligibility snapshot used when the record was synchronised.

The queue places balance, days past due, processing status, last connection result and next attempt in separate columns. Audience filters distinguish active, manually suppressed and obsolete records.

Customer call queue

The queue places balance, days past due, processing status, last connection result and next attempt in separate columns. Audience filters distinguish active, manually suppressed and obsolete records.

The account snapshot includes billing type, balance, invoice and overdue period. The eligibility rules are recorded as they stood at synchronisation, alongside the contact and account details.

Account and eligibility details

The account snapshot includes billing type, balance, invoice and overdue period. The eligibility rules are recorded as they stood at synchronisation, alongside the contact and account details.

02 / Call review

A completed attempt has a record that can be inspected.

Call history separates the connection result from the content of the interaction. Dated attempts include summaries and transcripts, allowing the team to distinguish a voicemail message from a live conversation.

This attempt reached voicemail. The record includes its time, duration, summary and transcript, distinguishing the greeting from the message delivered by the agent.

Voicemail summary and transcript

This attempt reached voicemail. The record includes its time, duration, summary and transcript, distinguishing the greeting from the message delivered by the agent.

03 / Campaign controls

Calling windows and retry limits are explicit settings.

The campaign configuration brings together the processing schedule, daily allowance, calling window, maximum attempts and spacing between them. Balance and days-past-due criteria define the account selection, while automatic runs can be paused.

The campaign screen shows its active state, processing frequency, next run, daily call limit and calling window. The pause control applies to automatic runs; manual execution is described separately.

Call campaign schedule

The campaign screen shows its active state, processing frequency, next run, daily call limit and calling window. The pause control applies to automatic runs; manual execution is described separately.

Retry settings define the maximum attempts and hours between them. Account selection uses a maximum balance and a days-past-due range; the displayed campaign is paused.

Attempt limits and campaign eligibility

Retry settings define the maximum attempts and hours between them. Account selection uses a maximum balance and a days-past-due range; the displayed campaign is paused.

04 / Synchronisation and testing

Account imports and test records have separate controls.

Scheduled synchronisation refreshes eligible customer and balance data from CFS. A test-data workspace provides prepared account scenarios for checking campaign behaviour, including records excluded by billing criteria.

The CFS synchronisation has its own schedule, next-run time and balance and overdue criteria. Its import settings are distinct from the call-processing schedule.

Customer data synchronisation

The CFS synchronisation has its own schedule, next-run time and balance and overdue criteria. Its import settings are distinct from the call-processing schedule.

The test form defines a customer, phone, balance, overdue period, state and portal-billing flag. Prepared records support checks of eligibility and calling behaviour.

Campaign test-data setup

The test form defines a customer, phone, balance, overdue period, state and portal-billing flag. Prepared records support checks of eligibility and calling behaviour.

05 / Campaign reporting

Cycle totals can be traced to individual customers.

Reports separate processing status, connection results and conversation outcomes. Operators can move from a cycle summary to its customer records; a reached call and a recorded payment outcome remain different measures.

The cycle report separates live answers, voicemail and unsuccessful connections from outcomes such as a promise to pay, an already-paid response or a request for help.

Historical cycle metrics

The cycle report separates live answers, voicemail and unsuccessful connections from outcomes such as a promise to pay, an already-paid response or a request for help.

The customer list is filtered to live answers within the selected cycle. Individual queue statuses and last call results sit beside account details.

Customers within a call cycle

The customer list is filtered to live answers within the selected cycle. Individual queue statuses and last call results sit beside account details.

Technology stack

Technology behind Voice Agents Accounting.

Voice services connected to an operator interface, application backend and account records.

Operator interface

React, TypeScript and Material UI provide the queue, settings and review screens.

  • React
  • TypeScript
  • Material UI

Backend and records

Node.js and Fastify provide application services, backed by PostgreSQL.

  • Node.js
  • Fastify
  • PostgreSQL

Voice and telephony

ElevenLabs and Twilio support voice interaction and telephone calls.

  • ElevenLabs
  • Twilio

Cloud and identity

Microsoft Azure and Microsoft Entra support hosting and identity.

  • Microsoft Azure
  • Microsoft Entra
Your next step

Give your voice service an operator workspace.

We can help connect your account data, calling agent and review process, from the first integration plan through implementation, testing and launch support.

Discuss your voice workflow