Workflows.
Each workflow is a focused piece of the get-paid cycle with its own goal, tone, and tools. The teammate runs the same engine across the whole cycle, and it knows a quote is a nudge and an invoice is a chase. You can toggle the calling workflows on or off without affecting the guardrails that keep it safe.
Get-paid calls
The workflows where the teammate picks up the phone: voice-led, with SMS and email in the same cadence, all off live Xero data. DNCR is checked before any outbound dial.
Quote follow-up
Rings the customer a day or so after you send a quote in Xero: a warm nudge, never a chase. Confirms they got it, answers high-level questions, and books in the work or captures why they're holding off.
Invoice chaser
Rings customers about overdue Xero invoices, sends the secure pay-link mid-call, and either gets it paid or captures a specific promise-to-pay, on an escalating cadence as the invoice ages.
Invoice chaser (accounts department)
For business customers with a switchboard: navigates the phone menu to reach accounts, then asks the questions an accounts clerk can actually answer — is the invoice approved, and which payment run is it in.
Promise-to-pay follow-up
When a customer commits to a date, the teammate remembers, and rings back around then with the context of the last call, so a promise doesn't quietly lapse into another 90-day debt.
Guardrails
Automatic, event-driven behaviour that keeps the whole thing safe and manage-by-exception: stop-chasing the moment Xero marks an invoice paid, holds with auto-resume, and clean handoff to a human when a call needs one. These are always on.
Reconciliation & stop-chasing
The moment Xero marks an invoice paid, the chasing stops. Instantly. No 'I already paid you' embarrassment, no double-chase, no awkward call after the money's in.
Holds & auto-resume
Disputes, payment plans, and do-not-contact go on hold with a resume date: the teammate stops chasing, then picks back up on its own when the hold lifts. Never chases through a dispute.
Escalation to a human
When a call needs a person (a real dispute, a frustrated customer, something out of scope) the teammate hands off with the full context and puts it in your open-items queue. Escalating is success, not failure.
How it all fits together
Office Voice lives off your Xero data. When a quote or invoice hits the criteria you've set, the teammate runs the right conversation (nudging a quote, chasing an invoice, following up a promise) across voice, SMS, and email in one cadence. The guardrails run underneath the whole time: the moment Xero marks something paid the chasing stops, disputes and plans go on hold with a resume date, and anything that needs a person is handed off with full context.
For a deeper look at how prompts compose and how the tone shifts per stage, see Configuring the AI → Composition order.