Pre-suspension notice and outreach
How do we send past-due customers the required pre-suspension notice on schedule, with a way to pay or arrange inside it, and record the delivery?
Run the notice as a clock from the due date with the payment inside it. Each day Callvu classifies the past-due accounts by the state's rules for the service (regulated or not, the notice period and content, the protected customers and the prohibited days), generates the notice with the required content (the amount, the suspension date, how to dispute, the arrangement options, the medical and hardship protections where the state has them) and a link to pay on a secure screen or confirm an arrangement, sends it in the channels the customer has consented to with the mailed notice where the state requires paper, records the delivery and any response, and writes the notice date and the earliest suspension date to the billing system so the suspension process cannot run early. Live at AT&T.
Live at AT&TSimpleCallvu moves: classify, write back
Last updated November 7, 2026.
The problem today
The suspension ran on day nine of a ten-day notice period because the notice batch had gone out a day late.
Pre-suspension notices are a batch: a letter file to a print vendor, a text template, a date computed from the bill. When the batch is late, the suspension that follows is early; when the content is generic, it omits the protections the state requires; when the notice has no way to pay, the customer who wanted to is suspended anyway. The complaint to the commission writes itself.
The state's rules for regulated services set the notice period, the content, the delivery method, the customers who get extra protection (medical certificates, the elderly, the winter moratorium in some states) and the days and hours when suspension is prohibited. The notice should carry the payment and the arrangement inside it, because most customers who receive it will pay if it is easy. The suspension date belongs in the billing system as a hard floor.
A notice sent on schedule with a way to pay in it is the cheapest collections there is.
How it runs
From the requestto the system of record.
The billing system's daily aging identifies accounts past due beyond the policy's threshold. Callvu classifies them and opens the notice cycle for each.
- Customer
- Receives the notice in their channels and pays or arranges from the link.
- Collections
- Sees the responses and the accounts approaching suspension.
- Callvu
- Classifies, generates, sends, records, and writes the dates.
Classify each account
Each past-due account is classified: the service type and whether the state regulates its disconnection, the state's notice period and content requirements, the delivery method the state requires (paper, or electronic with consent), the customer's protections (a medical certificate on file, a hardship or moratorium status, a payment arrangement in force), the prohibited days and hours, and the channels the customer has consented to.
Generate the notice
The notice is generated with the required content for the state and the service: the amount past due and its itemization, the date after which service may be suspended, how to dispute the bill, the arrangement options, the protections and how to claim them, the restoral fee, the contact for the commission where the state requires it; a link to pay on a secure screen or to confirm an arrangement is inside it.
Send and record
The notice is sent in the consented channels (text, email, the app) and by mail where the state requires paper, each delivery is recorded with the date, the channel and the delivery status (a returned letter, a bounced email), and a response (a payment, an arrangement, a dispute, a medical certificate) is captured through its process and stops the cycle.
Write back
The notice date and the earliest permitted suspension date (the notice period plus the prohibited days) are written to the billing system as a hard floor the suspension process reads, the outreach reminders run on the schedule before the date, and the accounts that reach the date without a response pass to the suspension step under the state's rules.
Where it ends: Every past-due customer received the notice the state requires, on schedule, with a way to pay inside it, the delivery is recorded, and the billing system holds the earliest suspension date so nothing runs early. The Decision Trace shows the classification and the content required; the Audit Trace shows each notice, its delivery and any response 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 notice in the customer's consented channels and by mail where required, with the payment and the arrangement links inside it.
The back office
Collections sees responses and the accounts approaching the date; the suspension process reads the floor from the billing system.
The Decision Desk
- An account with a medical certificate, a hardship claim or a dispute raised in response goes to collections in the Decision Desk with the record and only the allowed outcomes (hold, extend, proceed after the protection ends).
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 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
"Callvu helps us transform how we connect with customers across critical touchpoints. We quickly deployed digital experiences that reduce service volume, improve customer satisfaction and automate low value service tasks. We were able to implement meaningful changes with minimal IT strain or compliance headaches." David C. Williams, AVP Automation, AT&T.
ATT-01 · Customer-attested · verified 2026-11-05
At AT&T, Callvu cut payment abandonment from 40% to 8% and handle time by 23%, and put 12 workflows live in 6 weeks.
ATT-06 · Self-asserted · verified 2026-11-05
Questions
What buyers ask next,answered plainly.
What must the notice contain?
The amount past due and its itemization, the date after which service may be suspended, how to dispute, the arrangement options, the protections the state provides and how to claim them, the restoral fee and the commission's contact where required.
How is early suspension prevented?
The earliest permitted suspension date, computed from the notice's delivery, the state's period and the prohibited days, is written to the billing system as a floor the suspension process cannot cross.
Can the customer pay from the notice?
Yes. The notice carries a link to pay on a secure screen or to confirm an arrangement, and a response stops the cycle.
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