Call overdue Xero customers with an AI collections agent

Every weekday at 10am, sweep Xero for overdue sales invoices and have my LiveKit collections voice agent phone the worst offenders, then log and report every attempt. This is the phone call escalation tier that sits after email reminders, so treat it as a real collections process with real compliance rules, not a blast dialler.

Build the call list with Xero List Invoices, filtered to accounts receivable invoices with status AUTHORISED and a due date in the past, and work from the amount still outstanding on each one rather than the invoice total. Keep only invoices that are more than 14 days past due and where the outstanding balance is at least $500. Both numbers should be easy to change at the top of the workflow.

Before dialling anything, read the existing rows of the Google Sheets collections call log with Get Values and drop any invoice that has already been called in the last seven days. Also drop anything flagged as disputed or on a payment plan, whether that flag lives in the Xero invoice reference, the contact notes, or a status column in the sheet. Any invoice with an outstanding balance above $25,000 never gets an automated call: set it aside for a person and surface it in the Slack summary instead. Cap the run at 25 calls, worked oldest and largest first, and if one customer has several qualifying invoices, call them once about the oldest one while mentioning the total they owe.

For every invoice that survives the filters, call Xero Get Contact with the invoice's contact ID to pull the customer's phone number and email address. If there is no usable phone number on the contact, skip the call, send a copy of the invoice with Xero Email Invoice, and log the attempt as no phone on file.

To place a call, open a LiveKit room with Create Room with recording enabled and a room name that ties back to the invoice number. Then use Create Agent Dispatch to send my collections voice agent into that room, and put the invoice number, customer name, amount outstanding, currency, due date, and days overdue into the dispatch metadata so the agent already knows the account before the customer says hello instead of looking anything up mid call. Finally use Create SIP Participant to dial the customer's number into that same room.

After dialling, check List Participants on the room to confirm the customer actually joined. If no SIP participant connects within about 45 seconds, treat the attempt as no answer, tidy up with Delete Agent Dispatch, and move on to the next account.

The agent's opening line is not optional. It must state that it is an automated assistant calling on behalf of my company about an unpaid invoice, and that the call is being recorded, before it asks for anything. During the call it may confirm the invoice details, ask for a specific payment date, take a dispute reason, and offer to email a copy of the invoice. It must never agree to a discount, a write off, a new payment plan, or any other change of terms. A request like that ends the call politely with a promise that someone from finance will follow up.

When the call ends, find the recording with LiveKit List Egress for that room, wait for the egress to reach a completed state, and send the resulting audio file to Deepgram Transcribe Pre-recorded Audio with smart formatting and speaker labels turned on.

Read the transcript and classify the call as exactly one of: promise to pay, with the specific date the customer gave; dispute, with the reason in their own words; wrong number; or no answer. Quote the key line from the transcript verbatim so a human can sanity check the classification without listening to the recording. If the customer asked for a copy of the invoice, or if nobody picked up, send one with Xero Email Invoice.

Log every attempt, connected or not, as one row in the Google Sheets collections call log with Append Values: date and time, invoice number, customer name, amount outstanding, days overdue, number dialled, whether the call connected, outcome, promised payment date, the quoted line from the transcript, a link to the recording, and the next action.

Finish with a Slack Send a Message to the finance channel. Lead with who promised what and by when, then the total dollars covered by promises made this morning, then the accounts that need a human to step in: disputes, wrong numbers, repeat no answers, and the large balances that were deliberately held back from the voice agent. Keep it scannable, with the dollar amount and invoice number on every line.

Only place calls inside local business hours for the customer, defaulting to 9am to 5pm in their time zone based on the address on the Xero contact. If an account falls outside that window when its turn comes, leave it for the next run rather than calling late. If Xero, LiveKit, Deepgram, or the sheet fails partway through, still post the Slack summary with what did happen and a note about what broke.