Compliance & Collections

Overview

TopCalls runs first-contact collection calls and payment plan conversations. You stay responsible for complying with TCPA, FDCPA, GDPR and local rules.

Same Script Every Call

The agent follows your approved instructions every time.

Payment Plans

It offers the plans you allow and handles common objections.

Calling Hours

Campaigns dial only inside your hours and timezone.

Records

Recording, transcript and summary for every answered call.

What the Platform Gives You

Each campaign has its own timezone, calling hours and weekdays, and max_attempts_per_lead caps how often one person is called. When someone asks to stop, the agent confirms it on the call. Removing them from your lists is your webhook handler’s job.

TopCalls doesn’t guarantee legal compliance. Have counsel review your scripts and calling rules before launch.

Example Implementation

Create a Collection Call

The agent reads the lead’s name and notes, so account details go in notes. Other lead_context keys fill {{placeholders}} in first_sentence. Ids you want back go in metadata.

{
  "phone_number": "+14155551234",
  "instructions": "You are a collection agent. Collect payment for the account described in the lead notes. Be firm but respectful. Offer a payment plan if they can't pay in full. If they ask not to be called again, confirm it and end the call. Never threaten or use abusive language.",
  "first_sentence": "Hi {{name}}, I'm calling about account {{account_number}} and an outstanding balance of {{debt_amount}}.",
  "lead_context": {
    "name": "John Smith",
    "notes": "Account ACC-12345, balance $1,250.00, 60 days overdue.",
    "account_number": "ACC-12345",
    "debt_amount": "$1,250.00"
  },
  "metadata": {
    "account_number": "ACC-12345"
  },
  "analysis_schema": {
    "outcome": { "type": "string", "description": "One of: paid, payment_plan, dispute, no_agreement" },
    "opt_out": { "type": "boolean", "description": "The person asked not to be called again" }
  },
  "webhook_url": "https://your-app.com/webhooks/collection"
}

Handle Webhooks

app.post('/webhooks/collection', async (req, res) => {
  res.status(200).json({ received: true });

  const call = req.body;
  const accountNumber = call.metadata.account_number;
  const outcome = call.analysis?.outcome;

  if (call.analysis?.opt_out) {
    await optOutDebtor(call.phone_number);
  } else if (outcome === 'paid') {
    await updateAccountStatus(accountNumber, 'paid');
  } else if (outcome === 'payment_plan') {
    await createPaymentPlan(accountNumber);
  }

  await complianceSystem.logCall({
    accountNumber,
    phoneNumber: call.phone_number,
    summary: call.call_summary,
    transcript: call.transcript,
    recordingUrl: call.recording_url,
    timestamp: call.end_at
  });
});

Best Practices

Offer payment plans. Firm but respectful, never threatening.
Honor opt-outs right away.
Keep every record your regulator may ask for.

Next Steps

Campaign Management

Scale your collection campaigns.

Function Calling

Integrate with your payment and CRM systems.

Getting Started

Core Concepts

Guides

Use Cases

Integrations

Overview

Same Script Every Call

Payment Plans

Calling Hours

Records

What the Platform Gives You

Example Implementation

Create a Collection Call

Handle Webhooks

Best Practices

Next Steps

Campaign Management

Function Calling

​Overview

Same Script Every Call

Payment Plans

Calling Hours

Records

​What the Platform Gives You

​Example Implementation

​Create a Collection Call

​Handle Webhooks

​Best Practices

​Next Steps

Campaign Management

Function Calling

Overview

What the Platform Gives You

Example Implementation

Create a Collection Call

Handle Webhooks

Best Practices

Next Steps