Integrations
How to integrate a collections agent with your CRM or portfolio system
Define the data, events, and controls needed to connect a collections agent to the tools your team already uses.
Integration does not start with the messaging channel. It starts by defining what information the agent needs, what actions it can take, and how the result returns to the system where the team works.
01
Define the information contract
Before connecting, document the minimum fields: account identifier, amount, date, status, authorized contact, history, and available alternatives. Avoid sending more data than necessary.
- Read-only fields
- Fields the agent can update
- Sensitive data controls
- Valid states
- Refresh frequency
02
Connect events to business outcomes
A contact should not end as a lost note. Define events such as promise recorded, payment reported, dispute, opt-out, and escalation, then assign each event an owner or automation.
- Account prioritized
- Message sent
- Reply received
- Promise recorded
- Payment confirmed
- Case escalated
03
Test with a controlled portfolio
Start with a small segment and known cases. Review conversations, outcomes, and exceptions before increasing volume. The operation should be able to pause campaigns and return control to the team.
- Pilot segment
- Success criteria
- Human review
- Rollback plan
- Gradual rollout
Pilot segment
Success criteria
Human review
Rollback plan
Gradual rollout
Illustrative data
Frequently asked questions
What if our CRM has no API?
Evaluate a controlled file exchange and result return, with clear rules to avoid duplicates and errors.
Who defines the agent rules?
The collections team should define policies, limits, and exceptions; technology translates them into a verifiable integration.