Agent Capture Assist is the agent-assisted payment module of the Paytia SecureFlow platform. Your agent stays on the live call while the customer keys their card on their own phone. We mask the keypad tones before they reach the agent's audio or the call recording, so the conversation never breaks and the card data never lands anywhere it shouldn't. One click to start the capture, one green light when the gateway responds.
How it works with Agent Capture Assist
Agent starts the capture
The agent confirms the amount out loud, clicks "Take payment" in the dashboard or CRM they already use, and tells the customer to key their card when ready.
Customer keys their card
The customer enters the digits on their own keypad. The agent stays on the line — the customer can ask questions and pause to find their card without breaking anything.
The tones are masked
Every keypress is replaced with a flat, neutral sound before the audio leaves our network. The agent hears nothing decodable and the recording captures nothing usable.
Result in seconds
The digits go straight to your gateway from our PCI DSS Level 1 environment. The agent's panel shows approved with a reference, or declined with a one-click retry, and the call carries on.
SAQ A
PCI outcome, down from SAQ D
22
Controls instead of 329
0
Card digits reach your agent
~30s
Typical capture time
The call runs exactly as your team works today, right up to the payment. Then the agent clicks a button, the customer keys their card, and the digits take a different route — from the customer's handset straight to your gateway, never through your business. Here's what happens.
Agent starts the capture
The agent confirms the amount out loud, clicks "Take payment" in the dashboard or CRM they already use, and tells the customer to key their card when ready.
Customer keys their card
The customer enters the digits on their own keypad. The agent stays on the line — the customer can ask questions and pause to find their card without breaking anything.
The tones are masked
Every keypress is replaced with a flat, neutral sound before the audio leaves our network. The agent hears nothing decodable and the recording captures nothing usable.
Result in seconds
The digits go straight to your gateway from our PCI DSS Level 1 environment. The agent's panel shows approved with a reference, or declined with a one-click retry, and the call carries on.
The masking happens upstream of the agent's device, not on their workstation. It can't be disabled on a bad day — which is why auditors trust it as a control.
The agent sees digits arriving as a counter, then a clear approved or declined the moment the gateway responds. Nothing decodable, just enough to keep the call on track.
Call recordings come out card-data free, so you can review and archive them without redaction or pause-and-resume workarounds.
Traditional PBX, SIP trunks and the major CCaaS platforms — we integrate at the SIP or API layer with no on-premise hardware on your side.
We tokenise the card on first capture, so the same flow supports one-off payments, recurring billing, instalments and follow-up charges without re-prompting the customer.
Agents see a button in the dashboard they already use. Training is twenty to thirty minutes, and the payment step becomes as routine as asking for a postcode.
No. The customer keys the card on their own phone, the tones are masked before they reach the agent's audio or the recording, and the digits route from our network straight to your gateway. The agent watches a status panel — digits arriving, then approved or declined.
It typically drops your self-assessment from SAQ D — 329 controls — to SAQ A, which is 22. Recordings come out card-data free, agents drop out of mandatory PCI training, and your network leaves the cardholder data environment.
The agent never leaves. There's no hold, no transfer, no "you're being passed to a machine" moment. The customer can ask questions mid-entry and the agent answers in real time — which is why drop-off rates don't climb.
Anything modern — PBX, SIP trunks and the major CCaaS platforms on the telephony side, and the major UK acquirers and processors on the gateway side. We'll tell you honestly on a discovery call if your setup needs anything unusual.
The agent gets the decline reason and a one-click option to try a different card, and because they're still on the call they can reassure the customer and sort it there and then.
Simple deployments go from kickoff to live in a day to a week. Multi-site takes two to four. The complex work sits on our side, not yours.
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Learn moreBook a demo and we'll run it against the same phone system and gateway you already use. Most teams take their first live masked payment within a week.
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