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Guardrail

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.

Goal

Make sure a customer in dispute, on an agreed plan, or opted out is never chased inappropriately, and that legitimate collection resumes cleanly once the pause is over, without you having to remember to switch it back on.

Triggers

  • A dispute or payment-plan arrangement is captured on a call, or set by you on the People page
  • A customer says 'stop calling me': an immediate do-not-contact hold across every channel
  • A hold's resume date arrives: the item comes back into the cadence automatically

What the AI does

  • Places a per-customer or per-invoice hold and pauses all voice, SMS, and email touches
  • Records the reason (disputed / payment plan / do-not-contact) and, where set, a resume date
  • Auto-resumes the cadence when the resume date arrives, a rare capability in the category
  • Surfaces holds in the Briefing ('3 on hold, 1 resumes Monday') so you manage by exception
  • Honours a do-not-contact instantly and permanently across channels until you clear it

What the AI won't do

  • Chase a customer while a dispute or plan is on hold
  • Silently forget to resume: the resume date brings it back automatically
  • Override a do-not-contact: that hold blocks outbound regardless of exemption

Tools available to the AI

place_holdset_resume_daterecord_do_not_contactresume_cadence

Tools are typed and bounded: the AI calls them, it doesn't define them. Each tool call is logged with an idempotency key, so retries never produce duplicates.

Success looks like

A customer disputes an invoice on Tuesday and agrees to sort it next week. Chasing pauses immediately, the Briefing flags it, and it quietly re-enters the cadence on the resume date. No one had to babysit the switch.

Toggle

Always available. Set and clear holds from the People page or by voice mid-call; the do-not-contact hold is invariant and can't be disabled.

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