Makes outbound calls to delinquent tenants. Proactively contacts tenants who owe money and guides them through payment options.
Unlike the Sales and Support agents (which handle inbound calls), the Collections Agent is part of the Past Due Sequence system. It proactively calls tenants who owe money.
Informs the tenant of their past due balance clearly and accurately.
Outbound CallWalks the tenant through making a payment online using the step-by-step instructions you configure.
Guides the tenant through enrolling in autopay to prevent future late payments.
Transfers to your IVR for phone payments or sends a payment link via SMS/email.
Leaves a configured voicemail message if no one answers or a machine picks up.
Escalates to a human agent when the tenant needs to speak with a person.
Collections calls are triggered automatically based on how many days past due a tenant is.
Uses the location's outbound phone number to place the call at the scheduled time.
Determines who picked up the phone and routes accordingly:
After the call, swivl saves the call record and updates the FMS with notes (if enabled).
The Collections Agent follows a structured conversation flow:
The system delivers the voicemail message configured for that specific day. The message is read aloud using text-to-speech and follows these rules:
Configure the Collections Agent in Sequences > Past Due Payments in swivlStudio.
| Setting | What It Controls |
|---|---|
| Send Email Receipts | Send receipt emails to the store for each tenant that's contacted |
| Add FMS Notes | Write notes back to the FMS when a sequence runs (SiteLink, StorEdge, SSMCloud, QuikStor only) |
| Use Shortlinks | Shorten payment URLs (https://my.spot.is) in SMS messages |
| Use spot Payment Pages | Use spot payment pages to bypass logging into the account portal (StorEdge only) |
At the top of the Past Due Payments page, you'll find two important fields:
How to Make a Payment - Step-by-step instructions the agent follows when helping a tenant pay online. Write these as if you're walking someone through the process on the phone.
How to Enroll in Autopay - Step-by-step instructions for autopay enrollment. Same idea.
These instructions are what the live agent actually says to guide the tenant. If they're blank or unclear, the agent won't be able to walk tenants through the process effectively.
Each day in the sequence is independently configurable:
Check which days are enabled in Past Due Payments. Each day is independent, so if days 0, 1, 2, and 3 are all enabled, a tenant could get 4 calls in 3 days. Consider which days make sense for your collection strategy.
Check that the Voice Message field is filled in for the relevant day in Past Due Payments.
Check the "How to Make a Payment" and "How to Enroll in Autopay" fields at the top of the Past Due Payments page. These need to have clear step-by-step instructions for the agent to follow. If they're empty, the agent has nothing to guide the tenant with.
This is normal for outbound collections. Many tenants won't answer unknown numbers. Make sure SMS and email are also enabled as backup channels for the same days.
The voicemail message is delivered via text-to-speech. Make sure the Voice Message text reads naturally when spoken aloud. Avoid abbreviations, special characters, or formatting that doesn't translate well to speech. Write numbers as words when possible (e.g., "fifty dollars" instead of "$50").