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Platform / Channels

Every channel a borrower will answer on

20 contact channels in four families, all writing to one borrower record. One journey and one evidence trail, whichever channel made contact and whoever asks for the evidence.

See a journey runThe escalation ladder
20 channels · 4 familiescost to serve

all twenty write toone borrower record

The four channel families ordered by cost to serve, cheapest first, with the number of channels in each; all of them write to a single borrower record.

The channels

Four families, one record

Each family is a node type in the flow builder. A journey moves between them on real outcomes, not on a calendar.

very low cost

Messaging and self-serve

6 channels

  • SMS
  • WhatsApp
  • RCS
  • Email
  • Lender-app nudge
  • Self-serve pay link
low cost

Voice

3 channels

  • AI voice call
  • Voice broadcast
  • Voicemail drop
high cost

Human and field

4 channels

  • Warm transfer to agent
  • Live agent queue
  • Field visit
  • Field officer alert
highest cost

Legal and recovery

7 channels

  • Formal notice
  • Settlement offer
  • Repossession
  • Asset auction
  • SARFAESI notice
  • Legal filing
  • Write-off review

Cost to collect

The cheap channels carry the volume

Every channel is priced into the plan, so escalation is a decision rather than a default. Digital resolves the bulk of the book before a rupee of field cost is spent; the expensive end only sees what survives it.

very low

Digital and self-serve

  • SMS
  • WhatsApp
  • RCS
  • Email
  • App nudge
  • Pay link
  • Voice broadcast
  • Voicemail

low

Automated voice and notices

  • AI voice call
  • Formal notice
  • Settlement offer

high

Live human agents

  • Live agent queue
  • Warm transfer

highest

Field and legal

  • Field visit
  • Repossession
  • Asset auction
  • SARFAESI
  • Legal filing

Relative cost to serve one contact. Bars are illustrative of shape, not a price list.

What comes back

Every channel reports, and the flow branches on it

A channel that cannot tell the engine what happened is a broadcast. These are the signals each family returns, and the branch a journey usually takes on them.

Signals by channel family4 families
FamilySignals it returns
Messaging and self-servedelivered, read, replied, clicked, paid, opted out
Voiceanswered, voicemail, busy, disposition, promise, handoff
Human and fieldpicked, visited, paid, not found, SLA breached
Legal and recoverynotice served, offer accepted, filed, closed

A signal that never arrives is itself a branch: the wait times out and the flow takes the named timeout path rather than stalling.

Which channel, when

The ladder decides, the channel obeys

Channels are not picked by a caller's mood. The escalation ladder resolves the family per tier, product and ticket size; this is the default 30-day shape.

  1. Tier 0 · Pre-due

    Remind

    Reach the borrower before the instalment is late.

    • SMS
    • WhatsApp
    • Pay link

  2. Tier 1 · Day 1 to 3

    Nudge

    Repeat on the channel the borrower reacts to.

    • WhatsApp
    • SMS
    • Voice broadcast
    • App nudge

  3. Tier 2 · Day 4 to 10

    Negotiate

    The AI agent negotiates and captures a promise to pay.

    • AI voice call
    • Email

  4. Tier 3 · Day 11 to 20

    Escalate

    A firmer call, then a human agent with full context.

    • AI voice call
    • Live agent
    • Warm transfer
    • Formal notice

  5. Tier 4 · Day 21 to 30

    Recover

    Doorstep visit, then the recovery track.

    • Field visit
    • Settlement
    • Legal
Plan the cadence for your own product, lender type and ticket size

Bring one delinquent cohort. We will run it.

A demo here is not a slideshow. Pick a segment of your book, watch a flow built for it, and hear an agent call a test number in your language.

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