Customize your voice agent: give collections calls a name, a voice, and clear rules

A voice on the phone represents your company. When Monk calls a customer about an overdue invoice, or answers when that customer calls back, the tone, the pace, and the name all shape how the conversation goes. So the voice agent in Monk is configurable, and you set it up to sound like your team rather than a generic bot.

Here is what you can control.

Pick a voice

Monk offers a set of voices, each suited to a different kind of call. Elliot is a polished, measured operator voice and works as a solid default. Emma is warm and conversational for friendly follow-ups. Neil is clear and professional for direct AP calls. Others, like Layla, Kai, Nico, and Savannah, cover everything from approachable reminders to quick, straightforward invoice nudges. You can listen to each one and set the default voice for new playbook-started calls.

Name the agent and set caller ID

Under agent identity, you set the name and signature the agent uses across collection communications, so the voice on the call matches the name on your emails. Caller ID settings control the number the customer sees, so a call from your collections line is recognizable and a callback lands in the right place.

Set voicemail and live-call behavior

The voice agent settings cover what happens when no one picks up and what happens when someone does. You review the voicemail behavior, the live-call defaults, and the delivery preset, which controls voice speed and turn-taking so the agent doesn't talk over a customer or leave long silences. The goal is a call that feels natural to be on.

Decide when a call escalates

Not every call should stay with the agent. Escalation rules let you define the criteria and actions for when a conversation needs a person, and auto assignment rules hand that conversation to the right team member automatically. Together they keep the agent handling routine calls while making sure the ones that need judgment reach someone quickly.

A note on what the agent will and won't do

The voice agent is read-only on sensitive actions. It can confirm an invoice amount, check whether a payment arrived, or explain why your team called. It will not rewrite invoices, change payment status, or accept sensitive payment changes over the phone. That line is deliberate, and it's the same standard Monk holds across Intelligent Collections: the agent handles the routine work, and anything that touches money or judgment stays with a person.

Where to set it up

All of this lives in Intelligent Collections settings, under Voice agent. If you want Monk to place outbound collection calls and answer inbound AR questions from a dedicated number, the team can help configure it for your organization.

Want Monk to handle collection calls in your team's voice? Book a demo or talk to the team about turning on Voice Collections.

Related reading: Introducing Voice Collections and how to know if your AI collections agent is working.