---
schema_version: "1"
id: 4528302b90bda71877d68dafafbbe8f2a1027d7c094f73325f7cde3055642a88
title: Collections and Recovery
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_collections.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_collections.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 50498a965ef8a5c700946caa6425be0506ba0fcfd4d372d378569e6655d8dcd9
description: Streamline debt recovery with outbound dialer campaigns.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Collections and Recovery

Streamline debt recovery with outbound dialer campaigns.

- **[Route Voice Calls to Collections and Recovery Agents with Agentforce Voice](https://help.salesforce.com/s/articleView?id=release-notes.rn_collections_voice_support.htm&release=260&type=5)**  
    The Collections and Recovery Customer Assistance template now supports the voice channel helping service agents to handle Collections queries efficiently. By using the voice channel, borrowers can find collection plan details, request payment extensions, and add representative contact details. Real-time understanding of conversations provides a more natural experience during high-stress interactions such as debt recovery. The reasoning engine identifies intent from spoken dialogue to provide relevant answers and take corrective actions autonomously.
- **[Automate Outreach to Delinquent Borrowers to Boost Cash Flow and Reduce Bad Debt](https://help.salesforce.com/s/articleView?id=release-notes.rn_collections_dialer_integration.htm&release=260&type=5)**  
    Drive successful repayment outcomes with informed and personalized communication. Use Service Cloud Voice with Amazon Connect to schedule an outbound dialer campaign. Create a targeted list of collection plans and schedule a collection campaign to dial borrowers automatically when a collections specialist is available. Specialists instantly receive the collection plan context and can track all resulting calling activity centrally on the root collection record.
- **[New Invocable Actions](https://help.salesforce.com/s/articleView?id=release-notes.rn_collections_new_invocable_actions.htm&release=260&type=5)**  
    Use the new invocable actions in Salesforce flows for Collections Outbound Dialer.