Call Management Archives - InsuredMine CRM | Optimize and Grow Your Insurance Agency https://www.insuredmine.com/kbcategory/call-management/ Mon, 09 Mar 2026 14:54:01 +0000 en-US hourly 1 https://wordpress.org/?v=7.0.2 https://www.insuredmine.com/wp-content/uploads/2021/07/favicon.ico Call Management Archives - InsuredMine CRM | Optimize and Grow Your Insurance Agency https://www.insuredmine.com/kbcategory/call-management/ 32 32 Voice Agents – Outgoing call script Templates https://www.insuredmine.com/knowledge-base/voice-agents-outgoing-call-script-templates/ Thu, 26 Feb 2026 08:15:06 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=49379 Release Date:- 13 February, 2026 We have introduced a new enhancement under the AI Voice Agent module, Outbound call section, a new option called Script template has been added. Using this feature, agents can create messages based on business needs and send them manually to specific clients. Use Case: This enhancement allows agents to create […]

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Release Date:- 13 February, 2026

We have introduced a new enhancement under the AI Voice Agent module, Outbound call section, a new option called Script template has been added. Using this feature, agents can create messages based on business needs and send them manually to specific clients.

Use Case: This enhancement allows agents to create customized outbound call scripts using the new Script Template option. Agents can send messages for renewal reminders, cross-sell or upsell opportunities, policy updates, important service notifications, and more.

This ensures consistent communication, improves message personalization, and helps agencies effectively manage targeted outreach efforts.

To view the enhancement:

  • Navigate to AI Voice Agent.
  • Click on Outbound.
  • As shown below, a new option, Script Template, has been added.
  • Click on Scripts.
  • An AI Voice Agent Scripts pop-up appears.
  • As shown below, based on the available categories, you can select and send messages to clients.

To send a Message:

  • Click on View Script. Select the preferred template from the options (e.g., Renewal).
  • Click on View Script.
  • A Renewal Scripts pop-up appears.
  • Based on your requirement, select the preferred Renewal script template.
  • Click on Use Script.
  • An Add AI Voice Agent pop-up appears.
  • Enter the Agent Name.
  • Click on Save.
  • A success message appears: “Agent Created Successfully.”
  • As shown below, the created template is displayed. 
  • You can preview, edit, or delete it as per your preference.

 

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]]> Voice Agent Prompts (Outgoing calls): Transcribe, Summarize, Chat https://www.insuredmine.com/knowledge-base/voice-agent-prompts-outgoing-calls-transcribe-summarize-chat/ Wed, 25 Feb 2026 12:02:06 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=49346 Release Date:- 17 February, 2026 We have introduced a new option, AI Voice Agent Call (IM), under the Call Log section in the Header module. This feature allows agents to view AI-generated summaries of conversations with clients, along with the complete conversation transcript in text format. Agents can also view the call duration and play […]

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Release Date:- 17 February, 2026

We have introduced a new option, AI Voice Agent Call (IM), under the Call Log section in the Header module.

This feature allows agents to view AI-generated summaries of conversations with clients, along with the complete conversation transcript in text format. Agents can also view the call duration and play the recording.

Use Case: This feature enables agents to quickly review client interactions without listening to the full call recording.

It helps in understanding discussions, tracking communication history, and improving follow-ups and service quality.

To View the Enhancement:

  • Navigate to the Header menu.
  • Click on Call Log.
  • As shown below, AI Voice Agent Call (IM) is available.
  • Click on AI Voice Agent.
  • As shown below, Recording, Transcribe, Duration, and Chat options are available.

To view the conversation summary between the agent and the client:

  • As shown below, click the Transcribe icon.
  • A pop-up appears showing Audio Transcribe in progress.
  • After processing, a success message: “Audio transcribed successfully” appears.
  • The Transcribed Audio pop-up opens, displaying:
    • Transcribed text
    • Conversation summary

You can also:

  • View the conversation status.
  • Play the call recording.
  • Check thecall duration.

To view the complete conversation in text format:

  • In the Chat section, click View.
  • A chat panel opens on the right side, displaying the full conversation between the agent and the client in text format.

Note:  The Transcribe option and call recording playback are also available in the Communication section of Contact 360.

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]]> AI Voice Agent in Pipeline Automation https://www.insuredmine.com/knowledge-base/ai-voice-agent-in-pipeline-automation/ Wed, 25 Feb 2026 08:40:15 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=49302 Release Date:- 24 February, 2026 A new AI Voice Agent option has been added under the Pipeline Module Automation section. This enhancement allows users to trigger automated AI voice calls to clients directly from pipeline stages using configured scripts under the “AI Voice Agent” module. The triggered calls are recorded and displayed in the Pipeline […]

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Release Date:- 24 February, 2026

A new AI Voice Agent option has been added under the Pipeline Module Automation section. This enhancement allows users to trigger automated AI voice calls to clients directly from pipeline stages using configured scripts under the “AI Voice Agent” module. The triggered calls are recorded and displayed in the Pipeline Cards Communication and automation tabs for easy tracking.

Use Case: This feature enables agencies to automate client outreach (such as follow-ups, reminders, or notifications) when a pipeline card reaches a specific pipeline stage. 

It helps ensure timely communication, reduces manual calling effort, and allows users to track all AI-triggered calls within the deal record.

To view the Enhancement:

  • Navigate to Pipeline.
  • Click on the three dots and select Automation from the dropdown.
  • You will be redirected to the Automation page.
  • Click on Add New Automation Stage.
  • You are redirected to the Add Automation page.
  • As shown below, a new option, AI Voice Agent, has been added.
  • Click on AI Voice Agent.
  • You will be redirected to the AI Voice Agent pipeline automation setup page.
  • As shown below, from the Script dropdown, select the preferred script.
  • Fill in the required mandatory fields.
  • Click on Save.
  • You are redirected to the Automation page.
  • As shown below, an AI Voice Agent is immediately displayed.
  • As shown below, in the Add Pipeline Card.
  • Fill in the required mandatory fields marked with a red asterisk.
  • Click on Save.

Note: Contact Mobile is a mandatory field to trigger the AI Voice call to the client.

  • An Automation pop-up appears.
  • A success pop-up: “Card Created Successfully appears.”
  • As shown below, click on Apply.
  • A success pop-up appears based on the automation time, and the automation will be triggered.
  • Note: You can also view the AI Voice Agent automation trigger displayed in the Pipeline cards details page.

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]]> AI Voice Agent Module – Inbound and Outbound Call Management https://www.insuredmine.com/knowledge-base/ai-voice-agent-module-inbound-and-outbound-call-management/ Wed, 21 Jan 2026 10:25:57 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=48946 Release Date:- 13 January, 2026 Note: This feature is currently available only for Twilio users. We have introduced a new module, AI Voice Agent, which enables agencies to manage both inbound and outbound voice calls efficiently. This module provides two options: Inbound Calls: When an agent is busy or unable to answer a call, the […]

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Release Date:- 13 January, 2026

Note: This feature is currently available only for Twilio users.

We have introduced a new module, AI Voice Agent, which enables agencies to manage both inbound and outbound voice calls efficiently.

This module provides two options:

  • Inbound Calls: When an agent is busy or unable to answer a call, the AI Voice Agent automatically receives and responds to the incoming call.
  • Outbound Calls: Agents can create voice messages based on business needs and send them manually to specific clients.

Use Case: The AI Voice Agent allows agencies to manage inbound and outbound calls directly from a single module, eliminating the need to navigate to Settings → Configuration → Call Settings. 

It automates outbound voice messages for renewals, reminders, and announcements, and answers inbound calls when agents are unavailable—ensuring no calls are missed, reducing manual effort, and delivering timely, consistent communication with clients.

To view the enhancement:

  • Navigate to the AI Voice Agent and click on it.
  • You are redirected to the AI Voice Agent page.
  • As shown below, two options are available: Inbound and Outbound.

Inbound Call Setup:

  • Click on Inbound.
  • Configure the call settings and select AI Voice Agent.

Outbound Call Setup:

  • Click on Outbound.
  • Click Create Agent to customize voice messages for outbound calls to clients.

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