> ## Documentation Index
> Fetch the complete documentation index at: https://www.revve.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Build a Payment Reminder Campaign (Voice + SMS Fallback)

> A complete, copy-paste recipe: a campaign that calls customers about upcoming or overdue payments, then automatically follows up by SMS when the call goes unanswered — one AI making the channel decision per contact.

**What you'll build:** a campaign that reaches out to customers about an upcoming or overdue payment. The AI calls first; if the call isn't answered, it automatically follows up by SMS on the same contact — no separate workflow, no manual handoff between channels. You write the tone, the calling hours, and the attempt limits in plain language; the AI decides, per contact, whether the next action is a call or a text.

**Time:** about 25 minutes, assuming you already have a published Voice Agent and a published SMS Chat Agent. Every Instructions block and setting on this page is copy-paste — adjust the bracketed parts for your product.

<Note>
  This recipe uses a payment-reminder scenario to illustrate the mechanism, since it's the clearest example of voice and chat working as one campaign. Revve doesn't have banking-specific compliance features (no built-in regulatory certification, PCI handling, or KYC). Anything about tone, disclosures, or calling hours here is a **script you write into the campaign's Instructions field** — plain language the AI follows — not a canned compliance feature. Review your script with your compliance team before using it for real collections outreach.
</Note>

## Prerequisites

* A published [Voice Agent](/docs/voice-agents/creating-your-first-voice-agent) that can talk about the payment (amount, due date, what happens next).
* A published SMS Chat Agent — see [SMS Channel Setup](/docs/channel-setup/sms-channel-setup) if you haven't connected one yet.
* A list of contacts with phone numbers to enroll (a CSV, or contacts already in your Contacts list).

If you're new to campaigns, read [What Is a Campaign?](/docs/campaigns/campaign-overview) first — this recipe assumes you know the five building blocks (Campaign Agents, Instructions, Engagement Flow, Exit Conditions, Next Campaign) and jumps straight to concrete values for this scenario.

## Step 1: Create the campaign and attach both agents

Go to **Campaigns** in the left sidebar, click **New Campaign**, and give it a name and description:

| Field         | Value                                                                                             |
| ------------- | ------------------------------------------------------------------------------------------------- |
| Campaign Name | Payment Reminders — \[Product/Loan Line]                                                          |
| Description   | Calls customers about upcoming or overdue payments; follows up by SMS if the call isn't answered. |

Click **Create**, then **Start Editing** to open the working draft (see [Creating a Campaign](/docs/campaigns/creating-a-campaign) for the draft/publish mechanics if this is your first campaign).

On the **Setup** tab, under **Campaign Agents**, click **+ Add Agent** twice and set a **Role** for each:

| Agent               | Role                                                                                                                                          |
| ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| Your Voice Agent    | Call customers about upcoming or overdue payments and capture whether they'll pay, have already paid, or dispute the charge.                  |
| Your SMS Chat Agent | Follow up by text if the call isn't answered — remind the customer of the amount and due date, and answer simple questions about the payment. |

Turn on **Enable Multi Channels**. This is what lets the same contact be worked across both agents — the AI reads the call outcome and decides whether the next action is another call, an SMS, or nothing (contact reached, exit). With it off, the campaign would stick to a single channel and the SMS fallback would never fire.

## Step 2: Write the Engagement Flow, Instructions, and Exit Conditions

These three fields are what the AI reads before every decision — the channel choice comes from the Instructions, not from a separate setting.

### Engagement Flow

Add four states with **+ Add State**:

| State               | Description                                                                                     |
| ------------------- | ----------------------------------------------------------------------------------------------- |
| `not_contacted`     | No outreach attempted yet.                                                                      |
| `reminder_sent`     | At least one call or SMS has gone out; no confirmation from the customer yet.                   |
| `payment_confirmed` | Customer confirmed they'll pay, or confirmed they've already paid.                              |
| `escalated`         | Customer disputes the charge, asks not to be contacted, or needs a human to review the account. |

### Instructions

Paste and adjust:

```text theme={null}
This campaign reminds customers about an upcoming or overdue payment on
their [loan/account]. Start outreach [3 days before the due date] for
upcoming payments, or immediately for overdue ones.

Call the customer first. Attempt the call up to [3] times, at least
[4 hours] apart, only between [8:00 and 19:00] in the customer's
timezone. If a call goes unanswered, hits voicemail, or the customer
asks to be called back later, follow up the same day with an SMS
summarizing the amount due, the due date, and how to pay.

Tone: respectful and informational, never threatening. State the amount
and due date plainly. Do not discuss legal consequences, do not
negotiate a settlement amount, and do not promise any change to the
customer's account status — offer to connect them with a human for
anything beyond a simple reminder.

If the customer disputes the charge, says they already paid, or asks
not to be contacted again, stop outreach immediately and move them to
escalated for human review. Do not attempt further calls or texts.
```

<Tip>
  Write the calling-hours and attempt-limit rules as concrete numbers, not "reasonable hours" or "a few times" — the AI is only as precise as the instructions it's given, and vague wording is where a compliance review will send you back to rewrite this field anyway.
</Tip>

### Exit Conditions

Paste and adjust:

```text theme={null}
A contact exits the campaign when they confirm the payment, confirm
they've already paid, or dispute the charge (moved to escalated for
manual follow-up). A contact also exits, unsuccessfully, after 3 call
attempts and 1 SMS follow-up with no response.
```

## Step 3: Tune the voice agent for this call type

A few settings on your Voice Agent's **Model Settings** and **Advanced Settings** tabs matter more for payment reminders than the defaults — full reference in [Voice Agent Settings](/docs/voice-agents/voice-agent-settings):

* **Temperature** — lower it from the 0.7 default toward 0.3. Payment reminders are exactly the "compliance-sensitive calls where wording must stay consistent" case that setting's guidance calls out: you want the agent repeating your amount/due-date/tone script consistently, not paraphrasing it differently on every call.
* **Max Duration** — the 5-minute default is fine here. A reminder call that's still running at 5 minutes has gone off-script; keeping the cap short bounds cost on calls that go nowhere.
* **Voicemail detection** (Advanced Settings → Voicemail) — turn it on. Outbound reminder calls are exactly where voicemail is worth enabling, and a personalized message beats a silent hangup. Write a **Voicemail Message** using the contact's name, e.g. "Hi `{{firstName}}`, this is \[Company] calling about your upcoming payment — please call us back or reply to our text to confirm."

## Step 4: Enroll contacts and test

Before touching a real list, enroll yourself: on the **Enrollments** tab, click **+ Enroll**, choose **one at a time**, and add your own contact record. Let the campaign call you, don't answer, and confirm the SMS follow-up arrives with the right amount, due date, and tone.

Once that feels right:

* **CSV import** for a list — map columns (Phone Number is required), and for anything beyond a handful of contacts, choose **Scheduled** enrollment (e.g. staggered batches) rather than **Immediate**, so you're not placing hundreds of calls at once.
* **API enrollment** for contacts flowing in continuously from your core banking system or CRM — the same `POST /api/campaigns/enrollments` call documented in [Creating a Campaign](/docs/campaigns/creating-a-campaign), with the `contactId` of the customer whose payment is due.

Open any enrollment's row to see its **engagement timeline** — the call, the SMS if it fired, and the state the AI moved the contact to after each one.

## Test scenarios

Run these against your own enrollment (or a small test batch) before enrolling a real list:

| Scenario                                        | Expect                                                                                                                                                                                             |
| ----------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Customer answers and confirms they'll pay       | State moves to `payment_confirmed`; contact exits successfully; no SMS sent.                                                                                                                       |
| Customer doesn't answer, no voicemail           | Call logged as unanswered; state stays `reminder_sent` (or `not_contacted` if it was the first attempt) with a retry; once retries or the daily window are exhausted, an SMS follows the same day. |
| Voicemail detected                              | Voice agent leaves the personalized voicemail message; state moves to `reminder_sent`; the AI decides the next action (retry call or SMS) at the next scheduled touch.                             |
| Customer answers and disputes the charge        | Voice agent stops discussing payment details per the Instructions, state moves to `escalated`, no further calls or texts go out.                                                                   |
| Customer replies to the SMS follow-up           | The SMS Chat Agent answers using the campaign context (amount, due date); reply also lands in your [Inbox](/docs/inbox/inbox-overview) as a normal conversation.                                        |
| 3 call attempts and 1 SMS pass with no response | Contact exits per Exit Conditions, marked unsuccessful.                                                                                                                                            |

Fix issues at the field level: wrong channel choice or timing → sharpen the Instructions wording (attempt counts, hours, fallback trigger); wrong tone or content on the call → sharpen the voice agent's system prompt, not the campaign Instructions.

## Variations

* **Overdue vs. upcoming, same campaign:** adjust the Instructions' opening line to branch on `[days until/since due date]` rather than running two separate campaigns — the Engagement Flow and agents stay the same.
* **Loan application follow-up:** same voice-then-SMS mechanism, different subject — Role becomes "Call applicants about a pending loan application status" and the SMS agent's Role becomes "Follow up with a status update if the call isn't answered." Swap the Instructions script accordingly; the setup is identical.
* **Branch appointment reminder:** call to confirm an upcoming branch or advisor appointment, SMS fallback with a reschedule option if the call isn't answered. Exit Conditions become "confirmed" or "rescheduled" instead of "payment\_confirmed". If the appointment doesn't exist yet — you want the agent to book one live, on the call — see [Build a Voice Agent That Books Appointments Mid-Call](/docs/guides/appointment-booking-voice-agent) instead; this recipe's pattern is for reminding and rescheduling, not the initial booking.
* **Give customers a way out to a human:** if disputes are common, add [Call Transfer](/docs/voice-agents/call-transfer) to the voice agent so it can hand a live call straight to a person instead of only escalating after the fact.