You are here:
Billing Resolution Subagent
The Billing Resolution subagent enables service reps in your organization to fetch the billing information of a customer that appears on an invoice and raise billing disputes, if any. For example, A service rep at Global Communications company received a billing query from a customer. The service rep can then use the actions associated with the billing resolution subagent to resolve the customer’s queries.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions with the Agentforce for Communications add-on |
| User Permissions Needed | |
|---|---|
| To enable agents: | Manage AI Agents AND the admin user permission for the agent type you want to create OR Customize Application |
| To build and manage agents: | Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
| To use agent actions: | Einstein for Communications |
These are the agent actions included in this subagent to run the jobs requested by service reps.
These are some examples of utterances classified to this subagent.
- “Could you check if I have any outstanding bills?”
- “Can you show me this month’s invoice details?”
- “Show me my invoice from last January.”
- “Show me all my payments for the past 6 months.”
- “Open a dispute for an incorrect roaming fee.”
To use Billing Resolution subagent with Communications Service Console, see Resolve Billing Inquiries and Disputes in Communications Service Console with Agentforce
Get Account Record
Use this agent action to fetch an account record using the account number and contact email address that’s associated with the account. The action retrieves and returns the account record only if the Account ID obtained through the Account Number matches the Account ID retrieved from the contact email. If the Account IDs don't match, halt the process and ask for the correct details.
For example, A service rep at Global Communications company received a request from a customer to get the account details. After the service rep provides the account number or contact email address, the agent shows the account details that match the criteria.
These are some examples of utterances that trigger this action.
- “I need to see the details of my account”
- “Can you fetch my account record using my email address?”
- "Can you verify my account record using both my account number and email address?"
- "I want to check my account record; can you use my account number to find it?"
Get All Invoices
Use this agent action to fetch all invoices or bills associated with a specific account.
For example, A service rep at Global Communications company received a request from a customer to get all the invoices or bills. After the service rep provides the account record information, the agent shows the invoice details, such as invoice number, invoice date, and so on that match the criteria.
These are some examples of utterances that trigger this action.
- “Please retrieve my phone bill from May 2024.”
- “Show me my invoice from last January.”
- “I need to see my bill from three months ago.”
- “Are there any bills I haven’t settled yet?”
Get Invoice Charges
Use this agent action to fetch the invoice charges for a given invoice to clarify billing inquiries or explain specific charges. This action requires the invoice number, which can be obtained by running the Get All Invoices action to get a list of invoice numbers from the user.
For example, A service rep at Global Communications company received a request from a customer to get the details of a charge for a given invoice number. After the service rep provides the account ID and invoice number, the agent shows the invoice charges to answer the billing inquiries or explain specific charges.
These are some examples of utterances that trigger this action.
- “Explain each charge on my bill in detail.”
- “Could you break down my data overage fees?”
- “Explain the add-ons I’m being charged for.”
- “Tell me more about the equipment rental fee.”
Get Account Balance
Use this agent action to fetch and show the balance and service details for a given account number whenever the user requests their account balance. This action is called only after the user is verified and the account record is fetched.
For example, A service rep at Global Communications company received a request from a customer to get the account balance. The service rep verifies the customer. After the service rep provides the account record information, the agent shows the account balance associated with the account.
These are some examples of utterances that trigger this action.
- “How much do I owe on my current bill?”
- “How much is my balance, and when is it due?”
- “Check my balance for this billing period.”
- “What’s the total amount I owe right now?”
Get Invoice Details
Use this agent action to fetch and show key invoice details, including invoice amount, billing date, due date, and payment date, for a given invoice number provided as input.
For example, A service rep at Global Communications company received a request from a customer to get the invoice details, such as invoice amount, billing date, due date, and payment date, for a given invoice number. After the service rep provides the account ID and invoice number, the agent shows the invoice details, such as invoice amount, billing date, due date, and payment date that matches the criteria.
These are some examples of utterances that trigger this action.
- “Can you show me this month’s invoice details?”
- “Could I get my invoice details for December?”
- “I want the breakdown of charges for August 2023.”
- “Send me the invoice from April of this year.”
Create Billing Dispute Case
Use this agent action to create a case for raising a billing dispute after running the Get Account Record, Get All Invoices, Get Invoice Details, and Get Invoice Charges actions. Check the invoice number and charge for the line item in the invoice that requires a case. After the case is created, the Case Record URL is shown in the conversation.
For example, A service rep at Global Communications company received a request from a customer to raise a billing dispute for a specific charge or invoice. After the service rep provides the account ID, invoice number, and invoice line item number, the agent creates a case. After the case is created, the agent shows the case URL.
These are some examples of utterances that trigger this action.
- “I want to dispute a late payment fee.”
- “I was charged for a service I never used.”
- “Open a dispute for an incorrect roaming fee.”
- “File a complaint about the hidden fees.”
Get Payment History
Use this agent action to show the recent transactions and verify past payments.
For example, A service rep at Global Communications company received a request from a customer to get the summary of a payment. After the service rep provides the account record information, the agent shows the recent payment details, such as payment date, payment method, and amount paid that matches the criteria.
These are some examples of utterances that trigger this action.
- “Show me all my payments for the past 6 months.”
- “I’d like to see all my recent transactions.”
- “When was my last successful payment?”
- “Check if my past payments covered any overdue bills.”
