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Flow Step | Type | Used By | English message (Spanish and French Canadian translated messages are available) |
|---|---|---|---|
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. |