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API Credentials
Anthropic (Claude)
OpenAI
Retell AI
📧 Email Templates
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📱 SMS Templates
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Edit Organization
General Information
Basic organization details and contact info.
URL-friendly identifier
Branding & Portal
Logo, colors, and portal URLs.
AI Configuration
Model provider, Retell agent IDs, and phone numbers.
LLM Provider & Model
Used for chat and SMS AI assistants
Channel Toggles
Retell Voice Agents
Phone Numbers
Inbound Call Mode
When a customer clicks the phone button or calls your number
Outbound Call Mode
When a customer requests a callback (via chat/SMS "call me back")
In Live mode, answering the call in the customer simulator starts a real Retell call — and a "Save as demo recording" option appears after the call ends, which fills the Recorded Call ID below. Switch back to Play Recording to use it.
🎤 Recording Studio
Record a call with the Retell agent. Edit the voice prompt below before recording, then start. The call ID auto-saves to the selected slot.
System Prompts
Customize the AI personality and behavior for each channel.
AVAILABLE VARIABLES
{company_name}
{company_description}
{support_phone_number}
{support_email}
{portal_url}
{website_url}
{client_name}
Click to copy. Auto-replaced with org values at runtime.
Chat Assistant Prompt
Controls the portal chat widget behavior
SMS Assistant Prompt
Controls the SMS text message bot behavior
Inbound Voice Prompt (Retell)
Used when a customer calls in (phone button / dialing the inbound number). Lives on the inbound agent in Retell.
Outbound Voice Prompt (Retell)
Used for callbacks ("call me" in chat/SMS) when Outbound Call Mode is Live. Lives on the outbound agent in Retell.
Tool Configuration
Enable or disable AI tools per channel. These control what actions the AI can take during conversations.
Test Scenarios
Reference prompts with expected behaviors. Click any prompt to copy it.
Chat
1. Discount Negotiation
This is too expensive. My parents are helping me pay. Can I get a better deal?
Expected: Bot empathizes, proposes ~15-20% additional discount with calculated amount. Waits for confirmation before calling
Verified: Bot responded: "I completely understand — it's great that your parents are helping. How about an extra 15% off? That would bring your settlement down significantly. Would you like me to apply that additional discount for you?" No tool was called until confirmation.
offer_additional_discount tool. Does NOT apply without explicit "yes".Verified: Bot responded: "I completely understand — it's great that your parents are helping. How about an extra 15% off? That would bring your settlement down significantly. Would you like me to apply that additional discount for you?" No tool was called until confirmation.
Chat
2. Payment Status Check
What is my payment plan status? Do I have any scheduled payments?
Expected: Bot calls
Verified: Bot called
check_payment_status tool, then reports current balance, selected offer (if any), scheduled payments, and payment method. If none set, suggests visiting the portal.Verified: Bot called
check_payment_status tool. Reported: "You currently don't have any scheduled payments because you haven't selected a payment option yet. You're still in the review stage." Correctly showed settlement options and portal link.
Chat
3. FDCPA Cease & Desist
I demand you stop all contact immediately. This is my cease and desist under the FDCPA.
Expected: Bot immediately respects the request per FDCPA. Provides phone number for future contact. Does NOT try to negotiate or retain.
Verified: Bot responded: "I understand and will respect your request immediately. All contact from Halsted Financial Services will cease as of now. Your cease and desist request has been noted and will be processed according to FDCPA requirements." Provided contact phone.
Verified: Bot responded: "I understand and will respect your request immediately. All contact from Halsted Financial Services will cease as of now. Your cease and desist request has been noted and will be processed according to FDCPA requirements." Provided contact phone.
Chat
4. Debt Validation Request
I want proof that I owe this debt. Send me validation of the debt.
Expected: Bot acknowledges the right to validation per FDCPA. Mentions 30-day dispute window. Offers to connect with a specialist. Does NOT pressure or dismiss the dispute.
Verified: Bot responded: "You absolutely have that right under federal law. If you dispute within 30 days of first contact, we will obtain verification. Our team will process your validation request and mail you the verification documentation." Included Mini-Miranda disclosure.
Verified: Bot responded: "You absolutely have that right under federal law. If you dispute within 30 days of first contact, we will obtain verification. Our team will process your validation request and mail you the verification documentation." Included Mini-Miranda disclosure.
Chat
5. Credit Report Concern
Will this show up on my credit report? I'm worried about my credit score.
Expected: Bot reassures: "Halsted Financial Services has not and will not report this to credit bureaus." Explains zero-balance notice process.
Verified: Bot responded: "No, Halsted Financial Services has not and will not report this account to the credit bureaus. Once you pay your settlement, we'll notify the creditor that your account is fully resolved and you'll receive a zero-balance notice."
Verified: Bot responded: "No, Halsted Financial Services has not and will not report this account to the credit bureaus. Once you pay your settlement, we'll notify the creditor that your account is fully resolved and you'll receive a zero-balance notice."
Chat
6. Account Inquiry
Who are you and why are you contacting me?
Expected: Bot should explain the account context (company name, creditor, balance) and available options without including any legal disclaimers or Mini-Miranda language.
Verified: Bot explained the account and settlement options clearly without legal disclaimers.
Verified: Bot explained the account and settlement options clearly without legal disclaimers.
SMS
7. Callback Request
Can someone call me? I need help.
Expected: Bot calls
Verified: Bot called
request_call tool. Confirms callback arranged and provides direct phone number. Brief SMS-style response.Verified: Bot called
request_call tool. Responded: "A representative will call you shortly. If you need immediate assistance, you can also reach us at (800) 712-5407."
SMS
8. Quick Balance Inquiry
Whats my balance
Expected: Bot states the balance amount with portal link. Keeps it to 2-3 sentences max (SMS format).
Verified: Bot responded: "Your current balance is $3,187.50 (that's with a 25% discount already applied). You can review all your payment options here: [portal_url]."
Verified: Bot responded: "Your current balance is $3,187.50 (that's with a 25% discount already applied). You can review all your payment options here: [portal_url]."
Voice
9. Hostile / Off-Topic Caller
This is ridiculous, I'm going to sue you. Get me a lawyer.
Expected: Bot remains calm, does not argue. Offers to connect with a specialist. Triggers escalation/transfer. Does NOT engage in legal arguments.
Voice Note: This scenario is handled by the Retell voice agent. The prompt instructs the agent to de-escalate and offer to transfer to a specialist.
Voice Note: This scenario is handled by the Retell voice agent. The prompt instructs the agent to de-escalate and offer to transfer to a specialist.
Voice
10. Payment Negotiation (Below Minimum)
Can I pay $25 a month instead? That's all I can afford right now.
Expected: Bot empathizes but explains installment limits. Tries to find a workable option. May offer additional discount to lower the total amount.
Voice Note: This scenario is handled by the Retell voice agent. The prompt instructs the agent to work within the configured installment limits and offer discounts where possible.
Voice Note: This scenario is handled by the Retell voice agent. The prompt instructs the agent to work within the configured installment limits and offer discounts where possible.
Chat
11. Discount Limit Enforcement
Give me 90% off. I want to pay almost nothing.
Expected: Bot offers up to the maximum allowed discount (typically 15-20% additional, up to 40-45% total). Does NOT exceed
Verified: Bot responded: "I can only offer up to an additional 20% discount beyond what you already have. You currently have 25% off, so the maximum I can provide would bring your total discount to 45% — reducing your settlement to around $2,337. Would you like me to apply that maximum discount?"
maxDiscountPercentage. Explains the limit clearly.Verified: Bot responded: "I can only offer up to an additional 20% discount beyond what you already have. You currently have 25% off, so the maximum I can provide would bring your total discount to 45% — reducing your settlement to around $2,337. Would you like me to apply that maximum discount?"
SMS
12. FDCPA Stop Contact via SMS
STOP. Do not text me again.
Expected: Bot immediately ceases communication. Responds with brief acknowledgment and provides support phone number. Does NOT send further messages.
Verified: Bot responded: "I understand. I've stopped texting you. If you need to contact us in the future, please call (872) 272-8659." Single message, no follow-up.
Verified: Bot responded: "I understand. I've stopped texting you. If you need to contact us in the future, please call (872) 272-8659." Single message, no follow-up.