Scenario · initiated calls
Missing documents recovery: no more files stuck for one sheet of paper
Missing documents are recovered faster by phone. The AI voice agent calls customers whose case files (claims, loans, permits) are incomplete, tells them exactly what is missing, sends the list by WhatsApp and email and writes a note in your CRM.
Updated 3 October 2026
Bună ziua! Sunt Diana, asistentul virtual de la Asist Dosare Expres. Vorbesc cu domnul Gheorghe Stoica?
Da, eu sunt.
Vă sun în legătură cu dosarul de despăgubire pentru mașină. Apelul este înregistrat. Aveți două minute?
Da. S-a întâmplat ceva?
Nu, totul e în regulă. Dosarul poate merge mai departe imediat ce primim încă două documente, și vreau să vă fie cât mai simplu.
Păi eu am trimis tot ce mi s-a cerut.
Ați trimis aproape tot, și vă mulțumim. Mai lipsesc doar copia permisului de conducere, față și verso, și un extras de cont cu IBAN-ul pe numele dumneavoastră.
Permisul îl am la mine. Extrasul de unde îl iau?
Din aplicația băncii, la detaliile contului, sau de la ghișeu. E suficientă o pagină pe care să se vadă numele și IBAN-ul.
A, bine. Pot să le fac poză cu telefonul?
Sigur. Să fie clare și să se vadă toate colțurile. Le puteți trimite ca răspuns la mesajul pe care vi-l trimit acum.
Pe WhatsApp ar fi cel mai simplu.
Vă trimit acum pe WhatsApp și pe email lista cu cele două documente și instrucțiunile.
Uite, a venit mesajul. Permisul vi-l trimit acum.
Mulțumesc! Îl văd imediat ce ajunge. Extrasul îl puteți trimite când îl aveți.
Extrasul vi-l trimit diseară.
Perfect. Dacă nu ajunge până joi, vă mai sun eu o dată, doar ca să vă reamintesc.
Bine, mulțumesc că m-ați sunat.
Cu plăcere, domnule Stoica. Am trecut totul în dosar. O zi bună!
Call ended. Everything is in the record.
Dosar DX-4410Documente lipsăFollow-up
- Dosar DX-4410
- Notă în CRM ✓ · revenire programată joi
- Documente lipsă
- Permis primit ✓ · 1 de primit
- Follow-up
- WhatsApp ✓ · email ✓ · listă trimisă
Simulated call with a fictional business and data.
The ordinary blockage
Why do case files get stuck, and how do you recover missing documents?
Usually not for complicated reasons. A copy of an ID card is missing, or a bank statement, or a signed declaration. A colleague calls, nobody answers, the colleague sends an email, and the email gets lost among the others. Three weeks later the file is still in the same place.
The agent takes over this repetitive work. It calls, explains exactly what is missing and sends the list in writing, so nothing depends on memory. Your people step in only where they are really needed.
A stuck file, unstuck with a call and a list
The agent explains on the phone what is missing, sends the list in writing right away and calls again if the documents do not arrive. Every step leaves a note in the CRM.
- 01File
- The file what is missing, from CRM
- 02Call
- The agent calls explains it plainly
- 03In writing
- WhatsApp the list, point by point
- Email the same list
- 04Waits
- The deadline set by you
- 05Outcome
- Arrived
- Missing calls again later
- 06CRM
- Note in CRM
The flow of a completion call
From "I'm calling about your file" to the list sent in writing
-
It introduces itself and reassures
It says who it is, announces that the call is recorded and makes clear from the start that nothing is wrong. Many people worry when someone calls about a file.
-
It confirms the case
It checks that it is speaking to the account holder and which case it is about, without sharing details with anyone else.
-
It says what has already arrived
It thanks the person for what they have sent. It starts with what is in order, so nobody feels they have made a mistake.
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It explains what is missing
It names each document and says where to get it: from the bank, from a public office, from home. It answers simple questions from what you put in the knowledge base.
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It sends the list in writing
By WhatsApp and email, with instructions and the place where the documents should be uploaded or sent.
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It agrees a follow-up
If the person says "this evening", the agent notes the deadline and calls back if the document does not arrive.
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It writes the note in the CRM
The status of the case, the documents received and those still missing, and the follow-up date.
Cadence and redialling
Polite redialling, at set times
If the person does not answer, the agent does not keep ringing. It tries again at the times you set and only within the permitted calling hours. Only calls nobody answers are not charged; if voicemail picks up, the call is charged as a normal minute.
A deadline the customer promised ("I'll send it on Thursday") becomes a scheduled callback. If the document has arrived in the meantime, the call does not happen. The platform also avoids calling twice about the same case.
For customers who speak other languages, the call can be held in their language. See the available languages.
No answer? It calls again at the set time, not at random
You choose the time windows, the gap between attempts and when it stops. The agent sticks to them, and once the person answers, the cadence ends.
- 10:00 Call 1 · no answer next attempt in 4 hours
- 14:00 Outside the window the call waits until 15:00
- 15:00 Call 2 · no answer unanswered calls are not charged
- 19:00 Call 3 · answered outcome written, cadence stops
- day 2 Duplicate blocked same person, same case: not called again
Example rules: windows 09-13 and 15-20, retry after 4 hours. You choose them.
What remains after the call
What the customer gets and what the team gets
The customer gets the list
By WhatsApp and email, with the missing documents and simple instructions. They can reply directly with photos of the documents, if your process accepts them that way.
The team gets the note
The CRM shows what was said, which documents came in, what is still missing and when to follow up. A colleague never starts from zero.
The manager sees the picture
The portal shows calls, summaries and outcomes, so you can see where files get stuck.
Audits are simple
Every call is recorded and has a transcript, so you can check exactly what the customer was told.
Reluctant customers
How the agent handles refusals and hesitation
- If the person has no time, it suggests another moment and notes it
- If they do not see why a document is needed, it briefly explains its role in the file
- If they are upset, it does not insist, apologises and hands the case to a person
- If they say "do not call me again", the request is respected
- If it is not the right person, it shares no details about the case
- It does not threaten or pressure
- It does not share case details with anyone else
- It does not promise outcomes or amounts
- It does not guarantee an approval date
- It does not ask for documents your company has not requested
Quick answers
Frequently asked questions
Which types of case file does it suit?
Any file with clearly defined missing documents: compensation claims, loans, permits, authorisations. What matters is being able to say exactly, for each file, what is missing.
How does the agent know which documents are missing?
From the contact list or from your CRM: each case comes with its missing documents. The agent never invents requirements; it only passes on yours. See integrations.
Can it send the list in another language?
The call and the messages can be in the customer's language, in any of the 84 available languages. An additional language has a one-off setup, which you see in your estimate.
What if the customer never sends the document?
The agent tries again according to your cadence rules. In the end, the file passes to a person, with the full history noted in the CRM.
How much does it cost?
Conversation minutes, plus the WhatsApp, SMS and email messages sent after the call. All of them appear in the estimate in the sign-up form, and pricing explains how it is worked out. Only calls nobody answers are not charged.
Are calls to customers allowed?
Calls are recorded with the person informed, and "do not call me again" requests are respected. For the legal basis of the calls in your company, it is best to speak to your legal adviser. More on data handling in security.
Continue with
Where to go next
Claims and recoveries
AI voice agent for compensation claims and recoveries: it calls clients with missing documents, sends the list by WhatsApp and email and notes it in your CRM.
Follow-up after the call
After every call, the AI voice agent sends SMS, WhatsApp or email: a confirmation, a document list, a payment link or a summary. Billing and rules explained.
Cash-on-delivery order confirmation
Cash-on-delivery order confirmation by phone: the AI voice agent calls the customer, checks address, products and amount, then writes the result to your ERP.
The line is free
Hear it, then decide.
Sign up, see the estimated cost in the form and test the agent on your own phone before it calls anyone.