Your agent emails customers about failed payments and open invoices. Each reminder goes out once, follow-ups stop when the customer replies, and billing questions reach your team.
One reminder per invoice.
Agents retry. Give each reminder a dedupe key built from the invoice, and a second attempt is blocked with a reason instead of reaching the customer twice.
Your agent schedules one follow-up. A reply from the customer cancels it, and so does a suppression or a person taking over the thread. When the invoice is paid, your payment webhook handler can cancel it.
A reply about a charge is classified as billing, and the next-action check tells your agent to stop and ask a human. Refunds and disputes are handed over with a note.
next_best_action · billing@yourco.com
next_best_action({ contact_email: "ops@foldhaus.com" })→ { recommendation: "escalate", reasoning: "Sensitive intent detected (billing). Requires human review before any action." }