2nd copy of the bill via WhatsApp for internet providers: how to automate it

At the start of the month, the provider's WhatsApp turns into a queue of "send me the bill". Each request is simple, but the volume isn't: someone has to open the system, find the customer, generate the invoice, copy the Pix and reply. Meanwhile, those without internet wait in the same queue.

The 2nd copy is the kind of service that can and should be automated. In this article, we show how the automatic 2nd copy via WhatsApp works, integrated with SGP, and the precautions to do it securely.

Why automate the 2nd copy

• It's repetitive. The process is always the same: identify the customer, find the invoice, send it.
• There's a predictable peak time. Near the due date, volume grows, and that's exactly when the team is busiest.
• The customer wants it now. Whoever asks for the boleto wants to pay right away. Waiting an hour can mean forgetting and falling behind.
• It frees up the team. Every request resolved on its own is an agent free to handle a technical problem.

How it works with the SGP

With the Combot integration with the SGP, the WhatsApp flow looks like this:

1. The customer requests the 2nd copy (by choosing the option in the menu or by typing, if it's the AI bot).
2. The bot asks for the account holder's CPF or CNPJ.
3. The bot queries the SGP and finds the open invoice.
4. The customer receives the invoice with the Pix code and the barcode, right in the conversation.
5. If the connection is blocked due to late payment, the bot can offer release on trust, when the contract entitles them to it.

All of this without anyone on the team touching the service. We explain all the integration's functions in SGP integration with WhatsApp and phone.

And when the customer calls

Many customers still request the 2nd copy by phone, especially when they have no internet. Dictating a barcode over the phone is slow and error-prone. In AI Phone, the AI looks up the registration by CPF and sends the invoice with Pix on WhatsApp, instead of dictating any code. For security, it only sends to the WhatsApp of the number that is calling. See more in AI phone for internet provider.

Pix or boleto?

Both have their place, and sending both in the same message is the most practical:

• Pix: instant payment, by mobile phone, at any time. For the customer who requests the 2nd copy on WhatsApp, it's usually the fastest route.
• Barcode: useful for those who pay at the bank, at a lottery outlet, or prefer internet banking with a boleto.

When releasing the connection after payment, follow how your SGP and your bank confirm the settlement. If clearing isn't immediate, release on trust prevents the customer from having to wait.

Dunning schedule: the 2nd copy before the request

The best 2nd copy is the one that arrives before the customer asks. With the dunning schedule, Combot sends reminders via WhatsApp on dates you define, such as a few days before the due date, on the day, and after late payment, already with the invoice and Pix.

A few precautions so the schedule doesn't become a nuisance:

• Few reminders, well spaced. Start with two or three and monitor.
• Friendly tone before the due date, more direct after late payment, always polite.
• Business hours for sending messages.
• Clear message about the block, when there is one: date and how to avoid it.

Security: an invoice is personal data

An invoice has the customer's name, address, amount, and plan. A few precautions:

• Identify the account holder by CPF or CNPJ before sending.
• On the phone, send only to the number that called, as Combot's AI Phone does.
• Don't expose data from other contracts of the same account holder without need.
• Protect the SGP credentials used in the integration and change them when someone with access leaves.

For a complete overview, see LGPD in phone and WhatsApp service.

An illustrative example

Imagine (fictional example) a regional provider that receives many 2nd copy requests near the 10th of the month.

A customer sends "boleto" on WhatsApp at 11 p.m. The bot asks for the CPF, queries the SGP, and sends the invoice with Pix. She pays right away through her bank's app. The next morning, the team doesn't have that request in the queue; it only has technical tickets.

How to implement

1. Connect the SGP in the Combot panel and run a test query with a team member's CPF.
2. Build the 2nd copy flow in the WhatsApp bot, with text in your provider's tone.
3. Test from a team member's mobile phone: correct CPF, wrong CPF, customer with no open invoice, blocked customer.
4. Activate the dunning schedule with few reminders.
5. Let customers know that the 2nd copy now comes instantly via WhatsApp: on the invoice, on the website, in the profile.
6. Monitor the first few weeks and adjust the messages.

See everything Combot does for providers on the page for providers.

Frequently asked questions

Does the customer need to memorize the contract number?

No. The account holder's CPF or CNPJ is enough for the SGP query.

What if the CPF isn't found?

The service informs that the registration wasn't found and asks them to check the number, or transfers to the team.

Does the 2nd copy work outside business hours?

Yes. The query and sending happen at any time, including at night and on weekends, when the team isn't there.

Summary

The 2nd copy via WhatsApp is one of the easiest services to automate at a provider and one of those that most relieve the team. Integrated with the SGP, it identifies the account holder, sends the invoice with Pix, and can offer release on trust, at any time. With the dunning schedule, the invoice arrives even before the request.