Collections that convert without burning the relationship.
Cadence orchestrated on WhatsApp, copy personalized per customer, autonomous negotiation with LGPD (Brazil's general data protection law) and CDC (consumer defense code) guardrails. Customers pay faster and still like you.
Why email collections doesn't work anymore.
Text
Email collections open rate: 20-30%. Reply rate: <5%. WhatsApp hits 98% open rate. But manual WhatsApp doesn't scale — one collector handles 30-50 customers a day.
Karin operates at scale with personalized copy, reads "paying on Thursday" correctly, and negotiates within policy without torching the relationship.
Collections that scale without turning into spam.
Sample cadence
D-5 before due date (premium customer): "Hi João! Quick heads up that your March invoice is due next Friday. If you need help viewing it or paying early, just let me know."
D+0 due date (standard customer): "Hi João, how are you? Your March invoice is due today. To make it easier, here's the Pix (Brazil's real-time payment system): [key]. If you've already paid, please disregard."
D+3 (reply: "I'm short on cash"): "Got it, João. I can split it in 2x without interest or extend it to next week without a late fee. Which works better?"
D+15 (escalation): Karin hands it to a human with full contact history and a recommended next step.
Serious collections are collections that don't get you sued.
List
- Permitted hours (CDC — 8am to 8pm on business days)
- No public exposure of the consumer
- No threatening language
- Clear legal basis (contract performance)
- Right of objection honored
- Audit trail for every contact
What the numbers say.
- DSO (Days Sales Outstanding) -8 to -15 days
- +30% collection rate
- 45-50% settlements closed without a human
- 3x contacts per collector
- WhatsApp open rate: 98%
- Collections CSAT: +40% vs email
One customer isn't another.
Matrix
Premium customer, no late history Tone: warm, flexible, friendly reminder before the due date
Standard customer Tone: direct and courteous, balanced cadence, payment-ease options
Customer with a history of late payments Tone: firm and clear, shorter cadence, requires written commitment
Customer in renegotiation Tone: collaborative, focused on preserving the relationship
B2C SaaS with 45k active subscribers.
Before
- 5 collectors, covering 40% of delinquent accounts per month
- Email-based collections (3% reply rate)
- Recovery rate: 28% of delinquents
- Delinquency-driven churn: 4.2%/month
After (6 months with Karin)
- 3 collectors, 100% coverage
- WhatsApp collections (47% reply rate)
- Recovery rate: 62%
- Delinquency-driven churn: 1.8%/month
- Collections NPS: from -12 to +34
Stack involved
List
- Karin (lead agent)
- Klaudinho (reporting and analysis)
- Pix / boleto (Brazilian bank-slip payment) via Kobana
- WhatsApp Business (Meta Cloud API)
- Telephony (Retell, optional)
- SCR-Bacen (Bacen's credit registry), Serasa, Boa Vista
- D4Sign / Clicksign for settlement agreements
FAQ
What if the customer replies with nonsense or insults?+
Karin stays professional, closes politely, logs it, and escalates to a human.
Is there a risk of abusive-collections lawsuits?+
Native LGPD and CDC guardrails. Fully auditable. Risk minimized.
Does it work for high-ticket B2B?+
Yes — adapted cadence, more formal tone, earlier escalation to a human collector.