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Note
This guide documents what delinquent and current Customers hear during their pay-by-phone experience. This script cannot be changed. All English messages have translated messages of Spanish (MX) and French (CA) available. Your admin’s language configuration settings determine which translated messages, if any, your tenants will hear.
Terms in brackets are system variables. These are placeholders that get replaced with the specific information referenced during the call. For example, the variable {Tenant Name}, will be replaced with the Customer's name, i.e. John Smith.
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Flow Step | Type | Used By | English message (Spanish and French Canadian translated messages are available) |
|---|
For Customers with a delinquent balance
I have located the account for {Tenant Name} in {Unit Name}. Your current balance is {Balance} and your paid-to-date is {Paid to Date}. To make a payment please press 1, otherwise to speak to a manager press 2.
Your credit card will be charged {Balance}. Enter your credit card number followed by *.
The number you entered is {Credit Card Number}. Press 1 to confirm or press 2 to re-enter.
Enter Expiration date in format MMYY followed by *.
The number you entered is {CVC Number}. Press 1 to confirm or press 2 to re-enter.
Enter zip code followed by *.
The number you entered is {ZIP Code}. Press 1 to confirm or press 2 to re-enter.
Press 1 to confirm payment.
Your payment is being processed. Please wait.
Payment was processed successfully! Thank you!
or
We were unable to process your payment. Please wait while we connect you to a manager.
For Customers with a current balance
I have located the account for {Tenant Name} in {Unit Name}. Your current balance is {Balance} and your paid-to-date is {Paid to Date}. To make payment, please press 1. Otherwise to speak to a manager, press 2.
Please enter the number of months you wish to pre-pay.
You have entered to pre-pay {months}. Press 1 to confirm or press 2 to re-enter.
Your credit card will be charged for {Balance}. Enter your credit card number followed by *.
The number you entered is {Credit Card Number}. Press 1 to confirm or press 2 to re-enter.
Enter Expiration date in format MMYY followed by *.
The number you entered is {Expiration Date}. Press 1 to confirm or press 2 to re-enter.
Enter CVC number followed by *.
The number you entered is {CVC Number}. Press 1 to confirm or press 2 to re-enter.
Enter ZIP code followed by *.
The number you entered is {ZIP Code}. Press 1 to confirm or press 2 to re-enter.
Press 1 to confirm payment.
Your payment is being processed. Please wait.
System prompts customer to select 1) First locale or 2) Second locale | Multi-select | Collection Calls | For [English], press [x]. Para [Espanol], presione [x]. Pour le français, appuyez sur [x]. |
System prompts customer to select to speak with manager, or opt out | Select Manager (0) | Both | To speak with a manager, press 2. |
Select Opt Out | Collection Calls | To be removed from our list, press 9. | |
System prompts customer to select to make payment, speak with manager, or opt out | Select | Both | To make a payment, please press 1. |
Select | Both | To speak with a manager, press 2. | |
Select | Collection Calls | To be removed from our list, press 9. | |
System informs participant that no account found AND prompts customer to enter phone number OR speak with manager | Info | Call Route | We are unable to locate your account. |
Entry | Call Route | Please enter the main phone number associated with your account. | |
Select | Call Route | To speak with a manager, press 0 followed by the pound key. | |
System prompts customer to enter 10 digit phone number | Info | Call Route | You must enter a 10 digit phone number. |
System informs customer to wait while the system retrieves data | Info | Call Route | Please wait while we gather your account details. |
System informs customer they are not allowed to use PBP | Info | Call Route | Pay by phone is not allowed on this account. |
System prompts customer to select a different account by entering "main" phone number or select to speak with manager | Entry | Call Route | Please enter the main phone number associated with your account. |
Select | Call Route | To speak with a manager, press 0 followed by the pound key. | |
System informs customer that multiple matches found | Info | Call Route | We located multiple accounts matching your phone number. |
System prompts customer to select to pay all units, individual unit or start over | Select | Call Route | To pay all units, press 1. |
Multi-select | Call Route | If you are calling about {Tenant Name} in Unit {Unit Number}, press {Number}. | |
Select | Call Route | To start over, press 9. | |
System informs customer that account found (name + unit) | Info | Call Route | We have located an account belonging to [Tenant Name], for unit number [Unit Number]. |
System informs total balance due | Info | Both | Your total balance due is (amount due). |
System informs next due date | Info | Call Route | Your next scheduled payment date is [due date]. |
System prompts to make payment or speak with manager | Select | Both | To make a payment, please press 1. |
Select | Both | To speak with a manager, press 0. | |
System prompts current customer to select pre-pay months | Multi-select | Call Route | Please press the dial pad number representing the number of pre-payments you would like to make. For example, to pay one month in advance, press 1, or, to pay 2 months in advance, press 2. Please note: the automated system does not accept partial payments. |
System informs customer of their unit and to-be-charged amount per their selections AND System prompts customer to confirm or change | Multi-select | Call Route | You have selected to pay {Number of Payments} payment for a total of {Payment Amount}. To process your payment, press 1. To change the amount of the payment, press 2. |
System informs customer that they cannot pay 0 | Multi-select | Call Route | Cannot pay a 0 balance. |
System informs customer of amount to-be-charged | Info | Both | The total amount that will be charged to your card is [amount due]. |
System prompts customer to enter saved method or select new method | Entry + Select | Both | If you would like to use one of your previously saved credit cards, please enter the last 4 digits now, or, to enter a new card, press 0 followed by star. |
System informs customer that no card was found | Info | Both | We were unable to find a matching card. |
System prompts customer to enter card number | Entry | Both | Please enter your 16-digit card number. |
System informs customer that number was not recognized (invalid card number) | Info | Both | Invalid entry. |
System reads card number back and prompts customer to confirm or retry | Multi-select | Both | The number you entered is {Number Entered}. To confirm the number is correct, Press 1, or, to re-enter the number, press 2. |
System prompts customer to enter expiration | Entry | Both | Please enter the expiration date on the card using two digits for the month and the last two digits of the year. |
System reads entered expiration back and prompts customer to confirm or retry | Entry | Both | The expiration date you entered is {Entered Date}. To confirm this is correct, press 1, or, to re-enter an expiration date, press 2. |
System prompts customer to enter security code | Entry | Both | Please enter the 3 digit security code located on the back of your card. |
System reads entered code back and prompts customer to confirm or retry | Entry | Both | The security code you entered is {Entered CVC code}. To confirm this is correct, press 1, or, to re-enter a security code, press 2. |
System prompts customer to enter postal code | Entry | Both | Please enter the billing zip code associated with the card. Note: For payments to non-US locations, the customer is not prompted to enter a postal code. |
System reads entered postal code back and prompts customer to confirm or retry | Both | The zip code you entered is {Entered Zip Code}. To confirm this is correct, press 1, or, to re-enter a zip code, press 2. | |
System informs customer of amount to-be-charged | Info | Both | The total amount that will be charged to your card is [amount]. |
System prompts customer to select to submit payment | Select | Both | To confirm the information entered is correct and process your payment, press 1. |
System informs customer that payment is being processed | Info | Both | Payment is processing. Please wait. |
System informs customer of payment fail | Info | Both | We were unable to process your payment. |
System informs customer the call will be transferred to a manager | Info | Both | Please wait while we connect you to a manager. |
System informs customer of payment success | Info | Both | Your payment has been processed successfully. |
If max retries reached | Info | Both | Sorry, maximum retry attempts reached. |
System informs customer that call is disconnecting | Info | Collection | Disconnecting the call. |
System informs customer that their number has been removed | Info | Collection / Customer Opt Out | Your phone number has been removed from our list. |
System informs customer that the transfer to manager failed | Info | The call was disconnected or the phone number is invalid. | |
System informs customer that the transfer to manager failed due to busy signal | Info | A busy signal was received when connecting. Please try again later. |