Use case
Collections conversations that stay respectful and on the record.
Reach overdue customers at sensible times, give them easy ways to respond, and move the conversation to a trained agent with full context.
Illustrative journey
The journey, step by step
An overdue notice
Wording checked for threatening language before submission.
Hi Meena, your EMI of ₹8,200 for loan ending 1177 is overdue.
Pay nowNeed more timeTalk to an agentThe customer asks for more time
The journey asks for a preferred date with buttons and saves it to the contact.
Need more time
Handover to an agent
Routed to the Collections team; the agent sees every earlier message and the saved date.
Thanks, Meena. I'm Arjun from the Collections team. Let's find a plan that works.
If the customer says stop
Marketing messages stop at once and a confirmation is sent. Your policy decides how service messages about the loan continue.
band karo
What you set up
- 01Overdue templates for each stage, written with your compliance team
- 02Send windows that match your collections policy
- 03Routing rules by team, language or region
- 04Canned replies approved by compliance
- 05SLA targets for each stage
Guardrails built in
- The template checker flags threatening collections wording
- Two agents never get the same chat at the same time
- Every message shows which agent or journey sent it
- Internal notes stay internal and are never sent
Related
- Team inboxA shared WhatsApp inbox with routing, SLAs and handovers.
- Contacts and consentContacts, segments and a consent ledger that proves who agreed to hear from you.
- WhatsApp for lenders in India: what you can and cannot sendA plain guide for lending teams to WhatsApp opt-in, template categories, the 24-hour window and collections timing.