How to Launch an AI-Powered Digital Collections Campaign with Agenly

Launching a collections campaign is easy. Guiding customers from the first message to resolution, without losing control, is the harder part. 
 
Will the customer respond? Will they understand their options? Can they resolve the matter without calling an agent? And will your team have a clear record of every interaction and outcome? 

Agenly connects both sides of that journey. From a single platform, teams can configure digital outreach, initiate conversations through SMS, Viber & WhatsApp, guide customers towards an appropriate next step and track performance as cases progress. 

Here is how to set up and launch a campaign, and what happens after the first message reaches the customer. 

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1. Start with the right audience 

Every campaign begins the same way: click Create, give it a name, and select the recipient file with the customers you want to reach. This determines who enters the campaign, so make sure the file matches the right portfolio and intended treatment strategy. Once cases are onboarded, Agenly’s no-code workflows automate treatment strategies and case progression across portfolios. 

2. Shape the first interaction 

Next, select the chatbot that will handle customer responses for the campaign, choose the messaging channel and sender ID, and select the message template that will open the conversation. 

The template defines the first message, but not the entire interaction.

Once the customer responds, Agenly’s AI agents use conversational intelligence to:

1. Understand customer intent
2. Extract relevant information
3. Answer account-related questions
4. Guide customers towards the repayment options available

All within governed workflows. 

3. Set the timing and launch your campaign

With the audience and message template defined, all that's left is timing. Set your schedule and click Activate Campaign.

Machine learning helps optimise engagement timing, while conversational AI interprets and responds to the interactions that follow.

Once activated, Agenly initiates conversations through the selected channel and guides them at scale.

What happens after launch?

This is where the campaign becomes a real conversation. When a customer responds to the first message, Agenly begins with a quick identity check. Natural-language understanding means they can enter information such as their date of birth in different formats, without having to follow rigid chatbot syntax.

Once verified, customers can continue in the same conversation to: 

• Check their balance or account information 
• Ask questions in their own words 
• Review available repayment options 
• Pay now, select an instalment plan or commit to a payment date 

This is where Agenly moves beyond a traditional chatbot. It connects conversational intelligence with operational workflows, helping customers move from enquiry to action in one continuous interaction. 

Behind every conversation, collections teams gain: 

• One view of performance: Track campaign results, engagement, recoveries and channel effectiveness.

• Complete traceability: Record payments, commitments and treatment outcomes in a full audit trail.

• Control over every outcome: AI guides the conversation, while business rules govern eligibility, repayment options and financial decisions. 

Together, this gives teams the visibility and control to scale digital engagement while remaining aligned with regulatory requirements.

Ready to follow the complete journey from campaign setup to customer resolution?