Plan change and upgrade
How do we change or upgrade a customer's plan with eligibility checked once, whether they start in the store, the app or the contact center, and the change written to the BSS and billing?
Make the plan change one record with the eligibility inside it. Callvu authenticates the customer, prefills the account (the current plan, the lines, the device agreements, the promotions and their terms, the contract or the commitment, the account standing), presents the eligible plans with the truth-in-billing disclosures and the proration shown, takes the choice on a secure screen in whichever channel the customer is in, chases the acceptance of the terms (and a signature where the state or the plan requires), applies the change on the effective date the customer chose within the rules, routes a change that breaks a promotion or a commitment or an account in collections to the retention or billing desk in the Decision Desk, and writes the new plan to the BSS, the system of record, and to billing with the confirmation and the first-bill explanation. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The customer changed the plan in the app, called to confirm, and the agent's change overrode it with a different effective date and a lost promotion.
A plan change is the most frequent account change and the one with the most ways to go wrong across channels: the app allows one set of plans, the store another, the contact center a third; the promotion that depended on the old plan is lost silently; the proration is not explained; the effective date differs by channel. The first bill after the change is the complaint.
The FCC's truth-in-billing rules require the charges to be clear and the change to be disclosed; the state public utility commission rules add notice and consent requirements for changes to service in some states; the promotions and the device agreements have terms that the change can break. The eligibility is a rule on the account; the disclosure is a screen; the effective date is a choice within the rules. Done once, in one record, it is the same whoever starts it.
A plan change the customer accepted with the proration shown is a first bill that needs no call.
How it runs
From the requestto the system of record.
A customer requests a plan change or an upgrade in the store, the app, the web or the contact center, or accepts an offer. Callvu authenticates them and opens the change on the account.
- Customer
- Chooses the plan from the eligible options, sees the proration and the disclosures, accepts the terms on a secure screen.
- Agent
- Works the same record on a call or at the counter, sees the eligibility, and sends the link for the acceptance.
- Retention or billing desk
- Decides changes that break promotions or commitments and accounts in collections in the Decision Desk.
- Callvu
- Authenticates, prefills, checks eligibility, discloses, chases the acceptance, applies, routes and writes.
Prefill and check eligibility
The account is prefilled from the BSS: the current plan and its features, the lines, the device installment agreements and their plan requirements, the active promotions and their conditions, the commitment or contract term, the account standing; the eligible plans are computed by rule for the account and the channel, with what each change would do to the promotions, the device credits and the commitment shown.
Disclose and choose
The eligible plans are presented with the truth-in-billing disclosures (the rate, the fees and surcharges, the data and feature terms) and the proration for the effective date the customer picks (immediate or the next cycle within the rules), with the first-bill estimate; the customer chooses on their secure screen in whichever channel, and an agent sees the same options and consequences.
Chase and verify the acceptance
The acceptance of the new terms is captured (with a signature where the state's rules or the plan require), and any outstanding condition (a device agreement that needs a plan at or above a tier, a line that needs a feature removed) is chased from the customer before the change; a change that would end a promotion, break a commitment with a fee, or sit on an account in collections or a suspended status goes to the retention or billing desk in the Decision Desk with the consequences and only the allowed outcomes: apply as chosen with the consequence confirmed, offer the retention alternative, or hold with the reason.
Apply and write back
The new plan is applied on the effective date to the BSS, the system of record, and to billing with the proration, the promotion and device credit updates and the commitment change, the network features are provisioned, and the customer receives the confirmation with the plain-terms explanation of the first bill after the change.
Where it ends: One plan change record carried the eligibility, the disclosures, the proration and the acceptance from whichever channel, the consequences were decided where they mattered, and the BSS and billing hold the change with the explanation the first bill needs. The Decision Trace shows the eligibility, the consequences and any decision; the Audit Trace shows the choice, the acceptance and the application with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The store, the app, the web or the contact center; the customer accepts on their secure screen in any of them.
The back office
The retention and billing desks see only consequences and exceptions; the BSS and billing are written by the process.
The Decision Desk
- A change that ends a promotion, breaks a commitment with a fee, or sits on an account in collections or suspension goes to the retention or billing desk in the Decision Desk with the consequences and only apply with the consequence confirmed, offer the alternative, or hold with the reason.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Is the eligibility the same in every channel?
Yes. It is one record and one rule; the store, the app and the contact center see the same eligible plans and the same consequences.
What does the customer see before accepting?
The truth-in-billing disclosures, the proration for the chosen effective date, the effect on promotions, device credits and commitments, and an estimate of the first bill after the change.
What if the change would end a promotion?
It is shown before the choice and goes to the retention desk to apply with the customer's confirmation or offer an alternative; it is never applied silently.
Related processes
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