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Fintech and payments support

Payment questions. Agents that investigate.

Trace declined transactions across account data, payment systems, and support history. Give your team an explanation and the next action, with role-scoped access.

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Illustrative workflow · Sample data
Runtime session · payments-support-agent
MC
Maya Chen

The customer says transaction TX-8042 was declined. Can you check what happened and prepare a reply?

payments-support-agentRuntimeworking

I’ll check the processor response, account policy, and recent transactions within your access scope.

Read the customer case
Checked the processor response
Read the account’s daily limit
Compared today’s authorizations
Prepared the customer explanation
5 tool calls · reply ready for review

The attempted payment would exceed the account’s daily limit. I attached the processor response and the authorization totals, and drafted a customer reply. No limits or account settings were changed.

Review replyOpen evidence
Message payments-support-agent

Trusted by teams running mission-critical operations.

RainNixtlaMonoLineLeap

Give support the context to move the case forward.

Specialized agents follow your support procedures, collect the relevant records, and prepare an answer your team can check.

Explain the decline

Connect processor responses with account status, limits, and recent activity to identify what happened.

Prepare the response

Draft a customer explanation grounded in the records the agent checked, with sensitive details excluded.

Escalate with evidence

Send engineering the transaction references, relevant logs, and reproduction context when a case needs deeper work.

From transaction ID to a supported answer.

A complete view of the case

Bring the ticket, account policy, processor response, and recent transactions into one investigation.

PylonStripePostgres
Evidence · payments-support-agentready for review
Read the customer caseTX-8042 · account ending 4417
Checked the processor responseDeclined by account policy
Read the account’s daily limit$2,500 · active account
Compared today’s authorizations$2,684 including this attempt
Prepared the customer explanationDraft saved for support review

The right action for each role

Support can prepare a reply while refunds, limit changes, and account actions follow the permissions and approvals you set.

SalesforceSlack
Awaiting your team

Customer reply ready for review

TX-8042 · Account policy explains the decline

Review replyRequest changes
Processor response attachedverified
Customer details scoped to rolerestricted
No account settings changedread-only

Connect support to the payment record.

Bring the customer conversation and the operational evidence together through approved connections. Systems shown are examples; connector availability, API access, and permissions are confirmed during setup.

Customer context

Where the request starts

Read the ticket, prior conversations, and account context available to the requesting support role.

Zendesk
Pylon
Intercom
Salesforce
Payment evidence

Where the answer lives

Look up transaction outcomes, account records, and service activity in your approved systems.

Stripe
Marqeta
Lithic
Postgres
Snowflake
Datadog

How Runtime works

Start with one investigation type and define when a support agent can respond or must escalate.

01

Create a support agent

Add your decline-handling procedure, response guidance, and escalation criteria.

02

Scope account access

Connect support and payment systems with tenant and role restrictions.

03

Investigate the request

Trigger from a ticket or message. The agent checks records and drafts its explanation.

04

Review and respond

Approve the response or route the case to a specialist with the evidence attached.

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Account context with clear boundaries.

Read about our security
AuditedSOC 2Compliant

Tenant and role scopes

Restrict the accounts, records, and tools each agent can access for the requesting user.

Sensitive-data controls

Apply PII redaction and cardholder-data restrictions. Keep unnecessary details out of customer replies.

Controlled actions

Require approval for refunds and account changes. Review the sources, tool calls, and outcome of each run.

Fintech and payments support: common questions

01Can agents explain why a transaction was declined?
With approved access, an agent can compare the processor response, account status, limits, and recent activity. It should identify missing evidence and escalate when the records do not support a clear explanation.
02Can we keep our current support platform?
Yes. Start from your existing ticket or conversation and connect the tools needed for the investigation. Confirm the available connector or API path and permissions during setup.
03How do we keep one customer’s records separate from another’s?
Configure tenant and role scopes for each data source and tool. Validate those restrictions with test cases before enabling the agent on customer requests.
04Can agents issue refunds or change limits?
Only through actions you explicitly make available. Keep those actions behind approval gates, or start with read-only investigation and draft responses.
05What happens when the issue needs engineering?
The agent can assemble the transaction references, logs, queries, and findings into an escalation. Engineering gets a case with context, and your team can inspect the investigation record.
06What should we use for a first demo?
Bring an anonymized declined-transaction case, the relevant support procedure, and a list of the systems your team checks. The demo can show the investigation and approval path using sample data.

Explore more financial operations

Banking operationsOnboarding, KYB and KYCComplianceFraud and risk reviewPayment operations

See a payment investigation in action.

Watch a support agent trace a declined transaction, prepare an explanation, and bring the next action to your team.

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Start for free