Deposit Follow-Up Workflow Template
A fill-in workflow for first-time, abandoned and failed deposit follow-up calls: triggers, wait times, call goals, CRM outcome codes and escalation.
- Who it is for
- Brokerage ops, conversion and retention leads who own the deposit funnel and the CRM it feeds.
- Time to complete
- 45 minutes
Three deposit events deserve a call within the hour: a first deposit that just landed, a cashier page the trader opened and left, and a payment the processor rejected. This template gives each one a trigger, a wait time, a call goal, an outcome code and an owner, so the follow-up runs the same way whether a human or an AI voice agent picks up the phone. Fill in the blanks, paste the tables into your CRM and campaign setup, and your ops team can run it on Monday.
Trigger events and data sources
Every follow-up starts with an event your payment processor, CRM or trading platform already emits. Write down where each one comes from, the condition that fires the call, and how long to wait.
Pick the source of truth for deposit status: the PSP, not a CRM copy of it
If the CRM mirrors the processor with a delay, trigger from the processor. Otherwise the first-deposit call lands after the trader has already placed a trade, or the failed-deposit call lands after they retried.
List the fields every trigger must carry: account ID, phone in E.164, language, amount, currency, payment method, failure reason code
The script branches on payment method and failure reason. Missing fields produce a generic call, and generic calls get hung up on.
Set a dedupe rule so one trader gets one follow-up per event, not one per retry
Dedupe window: ____ hours
Set the quiet window in the trader's local time, not the office's
No calls between ____ and ____
Decide which flow wins when two events overlap, for example a failed deposit on an account with a pending KYC check
Our default order: KYC block first, then failed, then abandoned, then first-time. A trader can't retry a card while verification is pending, so the KYC reminder is the only useful call.
| Event | Source system | Fires when | Wait before first call |
|---|---|---|---|
| First-time deposit confirmed | PSP webhook or CRM deposit record | First successful deposit on an account with no prior deposits | Default 15 minutes. Yours: ____ |
| Deposit abandoned | Cashier page analytics, CRM funnel stage | Cashier opened or amount entered, no PSP transaction within ____ minutes | Default 30 minutes. Yours: ____ |
| Deposit failed | PSP decline webhook | Transaction attempted and rejected: issuer decline, 3DS failure, limit, bank rejection | Default 10 minutes. Yours: ____ |
| Deposit pending too long | PSP or bank transfer status | Wire or crypto deposit still pending after ____ hours | Default 24 hours. Yours: ____ |
| Repeat failure | PSP decline webhook | Second failed attempt on the same account within ____ hours | Default 5 minutes, then escalate |
First-time deposit follow-up
The trader just funded. This call confirms the money landed, answers the first platform questions and books a next step. It is a service call, not a sales call.
Call goal: the trader confirms the deposit shows in MT4 or MT5 and knows how to place a first trade
Owner: ____
Timing: first call ____ minutes after confirmation, second attempt ____ hours later if no answer, stop after ____ attempts
Open by naming the deposit amount and currency, then ask whether it shows in the platform
Reading the amount back proves the call is real. A phishing caller can't do that, and traders who've been burned before listen for it.
Check three things: platform credentials received, first login done, funds visible in the account balance
If any of the three is missing, fix it on the call or open a support ticket before hanging up.
Offer one next step, not a menu: a platform walkthrough, a booked call with an account manager, or the education hub link by SMS
Default next step: ____
Log any question the call couldn't answer and route it to support the same day
Do not pitch a larger deposit or a bonus on this call
Pressure on a first-deposit call is the shortest route to a chargeback or a complaint. Under FCA financial promotion rules and MiFID II conduct requirements, any incentive to deposit more needs review before it goes in a script. Confirm with your compliance officer.
Abandoned deposit follow-up
The trader opened the cashier, maybe typed an amount, and left. Usually something got in the way: a verification block, a payment method that isn't offered in their country, a minimum they didn't expect. The call finds out which one.
Call goal: name the blocker and remove it on the call, or hand it to the team that can
Owner: ____
Timing: first call ____ minutes after abandonment, inside calling hours for the trader's timezone
Check KYC status before dialing. If verification is incomplete, this is a KYC reminder call, not a deposit chase
Use the KYC reminder call flow template for that branch. Asking a trader to deposit while their documents are stuck in review just annoys them.
Check which payment methods are live for the trader's country and currency, and have the list ready before the call
Ask one open question: what stopped you from finishing the deposit?
Listen for the four usual answers: verification pending, method not accepted, fee or minimum too high, wanted to think about it. Each one maps to a different outcome code in the CRM section below.
If the blocker is a method or a limit, walk the trader through the alternative while they're still on the phone and send the cashier link by SMS
If the trader wants time, ask for one follow-up on a date they choose, log it, and make that the last voice touch
Max follow-ups after this call: ____
Never offer a bonus, fee waiver or discount to close the deposit unless compliance has approved that exact offer in writing
Failed deposit follow-up
A decline is the one event where the trader already decided to fund. Speed matters more here than anywhere else in the workflow, and the script has to branch on the failure reason your processor sends.
Timing: first call ____ minutes after the decline, before the trader tries a third card and gets locked out by their bank
Send the retry link by SMS or email while the trader is still on the call, and confirm they received it before hanging up
Cap automated retries: after ____ failed attempts on one account, stop calling and route it to a human
Never read card numbers, CVV or full account numbers over the phone, in either direction
The agent confirms the last four digits at most and never types card data anywhere. Check the script with your payments provider so it stays out of PCI DSS scope.
Check the failure reason against the processor's code list every quarter
Processors add and rename decline codes. An unmapped code falls into the generic branch, and the generic branch converts worst.
| Failure reason | What the call says | Fix on the call | If unresolved |
|---|---|---|---|
| Card declined by issuer | Your bank declined the payment. That's usually a bank-side block, not an issue with your account here. | Suggest a second card or a bank transfer; send the cashier link by SMS during the call | Retry scheduled, date logged |
| 3DS or OTP failed | The security step with your bank didn't complete. | Walk through a retry; check the phone number on file with the bank matches | Retry scheduled |
| Limit exceeded | The amount was above the limit for that payment method. | Offer a split deposit or a method with a higher limit | Handoff to payments team |
| Method not available in country | That method isn't supported for your region. | Name the two methods that are and send both links | Handoff to payments team |
| Fraud or risk flag | Nothing about the flag. The call says a specialist will be in touch. | None. Route to compliance or risk, no retry from the agent | Escalate, no further automated calls |
Outcome codes and CRM updates
One outcome code per call, written to the CRM before the next call is dialed. Keep the list under ten codes; longer lists stop being used.
Map every code to a CRM field your reporting can filter on, and reject any code that has no field
Write the call summary, outcome code and recording link to the contact record the moment the call ends, not in a nightly batch
A trader who rings support ten minutes later should reach someone who can see the call. Topcalls pushes outcomes and transcripts to the CRM through Integrations, which connects to 5,000+ tools.
Start the onboarding or retention sequence only on FTD_CONFIRMED, so a deposit with an open issue isn't hit with upsell emails the same afternoon
Add the failure reason code and payment method to the CRM record on every failed-deposit call
Without them the weekly run sheet can't tell you which processor or method is losing deposits.
| Outcome code | Meaning | CRM field to update | Next action |
|---|---|---|---|
| FTD_CONFIRMED | Trader confirmed funds are visible, no open issue | deposit_followup_status = done | None. Onboarding sequence starts |
| FTD_QUESTION | Trader has an unanswered platform or account question | support_ticket_id | Support callback the same day |
| ABD_KYC_BLOCK | Deposit blocked by pending verification | kyc_status, next_call_at | Move to the KYC reminder flow |
| ABD_METHOD | Payment method missing, unsupported or over limit | payment_issue_reason | Payments team sends alternatives |
| ABD_THINKING | Trader wants time and agreed a follow-up date | next_call_at (date the trader chose) | One call on that date, then close |
| FAIL_RETRY_SENT | Retry link sent, trader intends to retry | retry_link_sent_at | Check the PSP in ____ hours; call again only if no attempt |
| FAIL_ESCALATED | Failure needs payments, risk or compliance review | escalation_owner, escalated_at | Human callback within ____ hours |
| NO_ANSWER | No connect after all attempts | attempts_count, last_attempt_at | Email or SMS fallback, then close |
| DO_NOT_CALL | Trader asked not to be called again | dnc_flag = true | Suppress from every voice campaign right away |
Escalation and human handoff
Write down who takes each handoff and how fast, before the first call runs. An escalation with no owner is a lost deposit with extra steps.
Hand off live, during the call, when the trader asks about a fraud flag, disputes a charge, mentions a complaint or a regulator, or asks for a person
Hand off after the call on FAIL_ESCALATED, ABD_METHOD with no alternative available, or a second failed attempt on the same account in one day
Name an owner and a response time for each route
Payments ____ h, compliance ____ h, account manager ____ h
Give the human the transcript, outcome code and failure reason before they call back, so the trader doesn't repeat the story
Set the stop condition across all three flows: after ____ total call attempts in ____ days, the account leaves voice follow-up and gets email only
Review escalations every week. Any reason code that escalates more than ____ times a week is a payments or product fix, not a calling problem
Compliance checks before the first dial
These are review items, not legal conclusions. Each one names what to check and who signs it off.
Record the lawful basis for calling a depositing trader in each jurisdiction you serve: GDPR for EU and UK residents, TCPA and TSR for US numbers, local rules elsewhere
A service call about a transaction the trader started is treated differently from a marketing call in most regimes, but the line moves the moment the script mentions a bonus. Confirm with your compliance officer or counsel.
Signed off by: ____
Screen every number against your internal do-not-call list and the relevant national registry before each run, and honor DO_NOT_CALL outcomes the same day
Disclose in the first sentence that the call is automated or AI-assisted where the jurisdiction requires it
See the AI call disclosure checklist for the wording by region.
Announce call recording at the start and keep recordings under your written retention policy
Retention period: ____
Apply calling hours per trader timezone, not per office timezone, and block weekends where local rules require it
Get a separate compliance sign-off on the script for each of the three flows
A first-deposit script and a failed-deposit script carry different financial promotion risk under FCA rules. One sign-off doesn't cover both.
FTD ____ / Abandoned ____ / Failed ____
Confirm the script never asks for full card or bank details, and that the agent can't be talked into it
Weekly run sheet
Fill this in every Monday for the previous week. The last two rows are the only ones that tell you whether the workflow pays.
Compare cost per recovered deposit against the average first-year value of a funded account
Use your own number for account value. At $0.35 per minute all-inclusive, a four-minute call costs $1.40, so the maths usually favours calling everyone who failed or abandoned.
Move any failure reason that stays in the top spot for three weeks to the payments team as a product issue
Adjust one wait time per week at most, so you can tell which change moved the numbers
| Metric | How to get it | This week |
|---|---|---|
| Deposit events by type | Count of triggers fired: first-time / abandoned / failed | ____ / ____ / ____ |
| Calls placed and connected | From the campaign dashboard | ____ placed, ____ connected |
| Connect rate | Connected divided by placed | ____ % |
| Deposits completed within 48 hours of the call | PSP success on the same account, abandoned and failed flows only | ____ |
| Value of those deposits | Sum of deposit amounts, base currency | ____ |
| Voice cost | Total call minutes x $0.35 | ____ |
| Cost per recovered deposit | Voice cost divided by deposits completed | ____ |
| Top failure reason | Most frequent failure reason code on failed-deposit calls | ____ |
| Escalations by route | Count per owner: payments / compliance / account manager | ____ / ____ / ____ |
How to use this
- 1
Fill the trigger table with the systems you actually have. If an event has no source, skip that flow until it does.
- 2
Keep the default wait times for the first two weeks, then adjust from outcome data.
- 3
Paste the outcome codes into your CRM as a picklist before the first call runs.
- 4
Give each escalation route a named owner and a response time.
- 5
Walk the compliance section with your compliance officer before the first dial.
- 6
Fill the run sheet every Monday and send repeated failure reasons to the payments team.
Next step
We map your deposit events to call triggers, size the abandoned and failed volume from your PSP data, and scope a pilot on one of the three flows.
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