All use cases

Collect / Recover

Document-collection chase

A case is stuck waiting on one missing document — the agent chases it across text, email, and a call until the file is complete and the case moves again.

Get aheadClose the loopSystem triggerTime-based triggerSMSEmailVoiceLendingFintechInsurance

What it does

Across lending, banking, and insurance, the most expensive delays are not decisions — they are documents that never arrive. A proof of income, a signed agreement, a claim form, or a re-verification ID sits outstanding, the case stalls in a queue, and a person has to remember to chase it by hand. Many of those cases quietly time out before anyone follows up. The agent owns the chase: it knows exactly which document is missing and why, reaches the customer on the channel they answer, explains what to send and how, and resumes the case the moment the file lands — clearing time-sensitive ops work without piling it onto a team.

How it works

  1. 1
    Trigger. a case enters a "waiting on document" state — a document_required flag from the loan, onboarding, or claims system, or a requirement that has gone unmet past its SLA.
  2. 2
    Decision. the agent reads the case, identifies the precise outstanding item and the reason it is needed, and checks contact history, consent, and how close the case is to timing out — so it chases the right document, on the right channel, at the right cadence rather than a blanket reminder.
  3. 3
    Action. it reaches out with a specific, plain-language request — which document, why it is needed, and exactly how to send it — over SMS or email, escalating to a voice call when the deadline is near. A quality judge gates each message before it goes.
  4. 4
    Follow-through. the instant the document arrives it is attached to the case and the case moves to the next step; the chase stops immediately so nothing arrives stale; every contact and the received file write back to the case record with a full trail.
Example
AgentYour loan is approved and almost ready to fund — we just need one thing. The pay stub on file is older than our policy allows. Reply here with a photo of your most recent payslip and I'll move your file straight through.
CustomerSent — that's last month's.
AgentGot it, that works. Your file is complete and back with the funding team. You don't need to do anything else; I'll confirm here as soon as it's released.

Configuration

How the agent is wired for this use case.

Triggera document_required / verification_pending flag from the loan-servicing, policy-admin, or claims system, or a requirement unmet past its SLA timer.
Tools & actions
  • Case-management system · read the outstanding requirement, reason code, and SLA clock; mark the case resumed when complete.
  • Document store · accept the uploaded file, attach it to the case, confirm it satisfies the requirement.
  • Loan-servicing / policy-admin / claims system · write back receipt and advance the case to the next step.
  • Messaging channel · send the specific chase over SMS or email; place a voice reminder as the deadline nears.
  • CRM / audit log · record every contact, the document received, and the timeline.
Autonomythe chase, reminders, and case resume run unattended under judge gating; the agent never makes the underlying credit, underwriting, or claims decision — it only collects the document and moves the case to the next human or automated step.
Channelssms · email · voice
Escalationa case still missing its document after the judged cadence, a customer who disputes the requirement, or a document that fails validation hands off to a human case owner with the full history.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

document_required / verification_pending events, the outstanding-item reason code, and SLA / case-age timers.

Data

the case record, which document is outstanding and why, contact details and consent state, prior contact history, customer memory.

Guardrails

identity confirmation before any case detail is discussed; judge gating on every outbound chase; frequency caps and contact-window rules; stale-outreach cancellation the moment the document lands; the agent collects documents only and never makes the credit/underwriting/claims decision.

Metrics it moves

  • time-to-resolutiondown: the missing item is chased the moment it is flagged and the case resumes on receipt, instead of waiting for a person to notice the queue.
  • application-completionup: cases that would quietly time out on a missing document get carried over the line.
  • contact-ratedown: the repetitive manual chase is handled end-to-end, so the team is not spending its day requesting the same documents.

Related use cases

Onboard / Activate

KYC/KYB onboarding with document chase

the chase as one leg of a full verification flow

Collect / Recover

Compliant collections and promise-to-pay

the sibling that chases money owed rather than a document

Prevent / Care

Insurance FNOL intake and claim status

where claim documents are first captured and the case opened

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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