Modules Archives - InsuredMine CRM | Optimize and Grow Your Insurance Agency https://www.insuredmine.com/kbcategory/modules/ Wed, 28 Oct 2026 13:27:08 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.4 https://www.insuredmine.com/wp-content/uploads/2021/07/favicon.ico Modules Archives - InsuredMine CRM | Optimize and Grow Your Insurance Agency https://www.insuredmine.com/kbcategory/modules/ 32 32 Assign Pipeline Cards Using Servicing Roles in Workflows https://www.insuredmine.com/knowledge-base/assign-pipeline-cards-using-servicing-roles-in-workflows/ Wed, 28 Oct 2026 13:17:34 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53914 Release Date: 10/22/2026   1. Overview InsuredMine now supports assigning Pipeline Cards to users based on the servicing roles configured at the account level when a Pipeline Card is created through a workflow. This feature allows users to select a servicing role in the workflow automation. When the Pipeline Card is created, the system checks […]

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Release Date: 10/22/2026

 

1. Overview

InsuredMine now supports assigning Pipeline Cards to users based on the servicing roles configured at the account level when a Pipeline Card is created through a workflow.

This feature allows users to select a servicing role in the workflow automation. When the Pipeline Card is created, the system checks the selected servicing role against the servicing roles configured on the associated account and assigns the card to the corresponding user, provided that the user exists in InsuredMine.

If the user assigned to the servicing role is not present in InsuredMine, the Pipeline Card will be assigned to the House Account.

This functionality helps streamline workflow-based assignments and ensures that Pipeline Cards are routed to the appropriate users.

2. How to Configure Servicing Role Assignment

Follow the steps below to create a Pipeline Card through a workflow using a servicing role.

Step 1: Navigate to the Engagement Module

  1. Log in to InsuredMine.
  2. Navigate to the Engagement module.
  3. Open Automation.
  4. Select the workflow in which you want to create the Pipeline Card.

For example, you can select a Renewal Workflow.

Step 2: Select Pipeline Card

  1. Open the selected workflow.
  2. On the first page of the workflow configuration, select Pipeline Card.
  3. Click Begin to proceed to the next page.
Step 3: Select the Servicing Role in the Assignee Field

  1. On the next page, locate the Assignee field.
  2. Select the servicing role you want to use for assigning the Pipeline Card.

For example, if you want the Pipeline Card to be assigned to the user designated as the EB Financial Analyst at the account level, select the corresponding servicing role from the Assignee field.

       3. Complete the remaining workflow configuration as required.

3. How Does the Assignment Work?

Once the workflow creates the Pipeline Card, InsuredMine determines the assignee based on the selected servicing role and the associated account.

The assignment process works as follows:

  1. Identify the account: The system identifies the account associated with the Pipeline Card being created.
  2. Check the servicing role: The system checks the selected servicing role against the servicing roles configured on that account.
  3. Identify the assigned user: If a user is assigned to that servicing role and the user exists in InsuredMine, the Pipeline Card is assigned to that user.
  4. Apply the fallback assignment: If the user assigned to the servicing role does not exist in InsuredMine, the Pipeline Card is assigned to the House Account.
5. Important Notes

  • The servicing role must be selected in the workflow’s Assignee field.
  • The assignment is determined by the servicing role configured at the account level
  • If the user assigned to the selected servicing role does not exist in InsuredMine, the Pipeline Card is assigned to the House Account.
  • This functionality applies to Pipeline Cards created through the configured workflow.
6. Summary

With account-level servicing role-based assignment, InsuredMine enables workflow-created Pipeline Cards to be assigned automatically to the appropriate user based on the servicing roles configured on the associated account. This reduces manual assignment efforts and provides a consistent assignment process, with the House Account serving as the fallback when the servicing-role user is not available in InsuredMine.

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]]> Option To Add Hyperlink In Text Template, Send Text https://www.insuredmine.com/knowledge-base/option-to-add-hyperlink-in-text-template-send-text/ Wed, 28 Oct 2026 12:08:35 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53901 Release Date: 10/22/2026 Overview Previously, when sending a text message, users had to paste the complete URL directly into the message textbox. This often resulted in long URLs appearing in the SMS, making the message less readable. With this enhancement, users can now use the Insert Link option to add a URL with custom display […]

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Release Date: 10/22/2026

Overview

Previously, when sending a text message, users had to paste the complete URL directly into the message textbox. This often resulted in long URLs appearing in the SMS, making the message less readable.

With this enhancement, users can now use the Insert Link option to add a URL with custom display text while composing a text message.

Enhancement

The Insert Link option allows users to enter a URL and specify the text they want to display in the message. This makes it easier to share links without displaying the full URL in the message content.

How It Works
  1. Navigate to the Send Text section.
  2. Enter the text message in the message textbox.
  3. Click on Insert Link.
  4. A popup will appear with the following fields:
    • URL: Enter or paste the URL you want to share.
    • Text to Display: Enter the text that should appear in the message.
  5. Enter the required details and insert the link into your message.
  6. Review the message and click Send to send the text.
Example

URL: https://example.com/document/12345

Text to Display: View Document

Instead of displaying the complete URL in the message, users can use the custom display text to keep the message content clean and readable.

Benefits
  • Avoids displaying long URLs directly in the message content.
  • Allows users to customize the text displayed for a link.
  • Improves the readability of text messages.



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]]> Enable or Disable Email Notifications for Checklists and Templates https://www.insuredmine.com/knowledge-base/enable-or-disable-email-notifications-for-checklists-and-templates/ Wed, 28 Oct 2026 11:00:38 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53882 Release Date: 10/23/2026 Overview InsuredMine now allows its users to enable or disable email notifications when sharing checklists and templates with recipients. This feature gives users greater control over email notifications and helps reduce unnecessary email notifications for routine CRM activities. Users can choose whether a notification email should be sent when a checklist or […]

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Release Date: 10/23/2026

Overview

InsuredMine now allows its users to enable or disable email notifications when sharing checklists and templates with recipients.

This feature gives users greater control over email notifications and helps reduce unnecessary email notifications for routine CRM activities. Users can choose whether a notification email should be sent when a checklist or template is shared.

Note: Disabling the email notification does not prevent the recipient from receiving the checklist or template. It only controls whether the notification email is sent.

Prerequisites

Before using this feature, ensure that:

  • You have access to the relevant pipeline to manage checklists.
  • You have access to the Engagement section to manage templates.
  • If you are sharing a template, you are the user who created that template. The share option is available to its creator.
Use Cases

1: Reduce Unnecessary Checklist Notifications: Agents may receive frequent email notifications for checklist-related activities. Users can disable the notification email when sharing a checklist to reduce unnecessary email alerts.

2: Control Template Sharing Notifications: When sharing a template with other users, the template creator can decide whether recipients should receive an email notification.

3: Customize Notification Preferences: Users can choose whether to send an email notification based on their team’s communication preferences and workflow requirements.

Managing Email Notifications for Checklists

Step 1: Navigate to the Pipeline
  1. Log in to your InsuredMine portal.
  2. Navigate to the Pipeline section.
  3. Open the relevant pipeline where you want to manage the checklist.
Step 2: Open the Checklist Option
  1. Locate the Checklist option within the pipeline.
  2. Open it to access the available checklist actions.
  3. Select the option to add or share a checklist, as applicable to the workflow.
Step 3: Configure the Email Notification

Creating and Sharing a New Checklist

  1. Locate the email notification setting in the checklist workflow.
  2. Choose whether the email notification should be enabled or disabled for the recipient.
  3. Review your selection before proceeding with the checklist action.
  • Enable: The recipient receives an email notification.
  • Disable: The recipient does not receive the email notification.
Step 4: Complete the Checklist Action

Proceed with the checklist action using the selected notification preference.

The recipient can still receive the checklist even when the email notification is disabled.

Sharing an Existing Checklist

In addition to adding a checklist, you can use the Share the Checklist option to manage email notification preferences for an existing checklist – 

  1. Locate the checklist you want to share.
  2. Click the Share icon corresponding to the checklist. You will be automatically redirected to the Share Checklist panel.
  3. Locate the email notification setting and choose your preferred option.
  • Enable: The recipient receives an email notification.
  • Disable: The recipient does not receive an email notification.
Managing Email Notifications for Templates

Step 1: Navigate to Engagement
  1. Log in to your InsuredMine portal.
  2. Navigate to the Engagement section.
  3. Open Template.
Step 2: Open or Create a Template
  1. Locate the relevant template.
  2. If you are creating a new template, complete the required template setup.
  3. Ensure you are working with a template you created, as the share option is available to its creator.
Step 3: Open the Template Sharing Option
  1. Open the relevant template.
  2. Locate the option to share the template with other users.
  3. Open the sharing workflow.
Step 4: Configure the Email Notification
  1. Locate the email notification setting in the template-sharing workflow.
  2. Choose whether to send an email notification to the recipients.
  3. Review the selected preference before completing the sharing action.
  • Enable: Recipients receive an email notification about the shared template.
  • Disable: Recipients do not receive the email notification.
Step 5: Complete the Sharing Action

Proceed with sharing the template by opting for Save using the selected notification preference.

Disabling the email notification does not prevent the recipient from receiving the shared template. It only stops notification, not the execution of the action.

Important Notes/ Limitations:
  • The email notification setting controls whether an email notification is sent to the recipient.
  • Disabling the notification does not prevent the checklist or template from being received.
  • The checklist notification option is accessed through the Pipeline section.
  • Template notification settings are accessed through Engagement → Template.
  • The template sharing option is available to only the user who created the template.

Key takeaway: InsuredMine now gives users control over email notifications for checklists and templates, helping teams manage communication without preventing recipients from receiving the shared items.

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]]> AI Voice Agent Enhancements for Outgoing Calls https://www.insuredmine.com/knowledge-base/ai-voice-agent-enhancements-for-outgoing-calls/ Wed, 28 Oct 2026 07:18:16 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53871 Release Date: 10/23/2026   Overview The AI Voice Agent module has been enhanced to provide a more natural and confident voice experience and improve the follow-up process after outgoing calls. With these enhancements: The updated voice model delivers more human-like, confident conversations that sound less robotic. Outgoing AI Voice Agent calls automatically create a note […]

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Release Date: 10/23/2026

 

Overview

The AI Voice Agent module has been enhanced to provide a more natural and confident voice experience and improve the follow-up process after outgoing calls.

With these enhancements:

  • The updated voice model delivers more human-like, confident conversations that sound less robotic.
  • Outgoing AI Voice Agent calls automatically create a note on the associated contact.
  • A task is automatically created for the outgoing call and assigned to the Outgoing Voice Agent task type.

These updates extend the post-call documentation and task-creation workflow to outgoing calls, similar to the functionality available for incoming calls.

Prerequisites
  • The outgoing AI Voice Agent should be configured for the intended calling workflow.
  • The call should be placed through the AI Voice Agent.
Use Cases
  • More natural conversations: Provide a more human-like and confident voice experience during outgoing calls.
  • Automatic contact documentation: Record a note on the associated contact after an outgoing AI Voice Agent call.
  • Task tracking: Automatically create a task for an outgoing call without requiring the user to create it manually.
  • Task identification: Use the dedicated Outgoing Voice Agent task type to identify and filter tasks created through outgoing AI Voice Agent calls.
Navigation
  1. Log in to InsuredMine.
  2. Open AI Voice Agent from the navigation menu.
  3. Select Outgoing.
  4. The outgoing-call configuration screen will be displayed.
Understanding the Enhancements

Step 1: Updated voice experience

The AI Voice Agent now uses an enhanced voice model designed to make conversations sound more natural and confident.

The updated voice experience is intended to reduce the robotic quality of AI-generated speech.

Step 2: Place an outgoing AI Voice Agent call

Use the existing outgoing AI Voice Agent workflow to initiate a call.

The automatic note and task creation behavior applies when an outgoing call is placed through the Voice Agent.

 

Step 3: Automatic note creation

After an outgoing AI Voice Agent call is placed, the system automatically adds a note to the associated contact.

This helps maintain a record of the outgoing calling activity within the contact’s information.

Step 4: Automatic task creation

The system also automatically creates a task associated with the outgoing AI Voice Agent call.

The task is assigned to the Outgoing Voice Agent task type.

This allows outgoing-call tasks to be identified separately from incoming-call tasks.

Step 5: Find outgoing-call tasks using filters

Users can identify outgoing AI Voice Agent tasks through the task filters.

  1. Open the task filtering options.
  2. Locate the task type filter.
  3. Select Outgoing Voice Agent.
  4. Review the tasks matching the selected filter.
Important Notes
  • Enhanced voice model: The updated voice model is designed to sound more human-like and confident.
  • Automatic notes: Outgoing AI Voice Agent calls automatically generate a note on the associated contact.
  • Automatic tasks: A task is automatically created for outgoing calls.
  • Task assignment: The task is assigned to the Outgoing Voice Agent task type.
  • Separate task identification: The Outgoing Voice Agent task type allows users to distinguish outgoing-call tasks using filters.
  • Existing functionality: These enhancements bring outgoing-call documentation and task creation in line with the corresponding functionality available for incoming calls.
  • Configuration details: The meeting did not establish whether any additional configuration is needed to enable these enhancements. Do not assume a separate activation step is required.

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]]> Reschedule Pipeline Card Automation – Editable Scheduled Date and Time https://www.insuredmine.com/knowledge-base/reschedule-pipeline-card-automation-editable-scheduled-date-and-time/ Wed, 28 Oct 2026 07:03:26 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53864 Release Date: 10/23/2026   Overview InsuredMine now allows users to edit the scheduled date and time of an individual automation directly from the Pipeline Card’s Automation tab. Previously, automation schedules were calculated based on the delays configured at the pipeline level. Users could not modify the scheduled date for an individual pipeline card without changing […]

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Release Date: 10/23/2026

 

Overview

InsuredMine now allows users to edit the scheduled date and time of an individual automation directly from the Pipeline Card’s Automation tab.

Previously, automation schedules were calculated based on the delays configured at the pipeline level. Users could not modify the scheduled date for an individual pipeline card without changing the pipeline-level automation configuration.

With this enhancement, all users can reschedule an automation for a specific pipeline card if they have access without affecting other pipeline cards in the same pipeline stage.


Understanding the Icons
  • Pencil icon: Appears next to the scheduled date and time when the automation is scheduled for a future date and can be rescheduled.
  • Lock icon: Appears when the automation has already been triggered and its scheduled date and time can no longer be edited.
How to Reschedule an Automation
  1. Navigate to Pipelines and open the required Pipeline Card.
  2. Select the Automation tab.
  3. Locate the automation you want to reschedule.
  4. Click the pencil icon next to the scheduled date and time.

     5. In the Reschedule pop-up, update the required Date and Time.

     6. Click Save to apply the changes, or click Cancel to discard them.

Activity Logs

InsuredMine generates timeline logs for each automation action and any rescheduling performed. These logs help users track automation activities and identify changes made to the scheduled date and time.

Important Notes
  • Rescheduling applies only to the selected automation for the specific Pipeline Card.
  • Changes do not modify the pipeline-level automation configuration or affect other deals.
  • Only automations scheduled for the future can be rescheduled.
  • Once an automation has been triggered, its schedule cannot be edited.
Use Cases

This feature is useful in situations such as:

  • Recipient Unavailability: Reschedule an email, SMS, or other follow-up when the recipient is unavailable on the originally scheduled date.
  • Customer Follow-up Requests: Adjust the schedule when a customer requests to be contacted next week or at a more convenient time.
  • Holidays and Weekends: Move an automation to a more appropriate date when the original schedule falls on a holiday or weekend.

The post Reschedule Pipeline Card Automation – Editable Scheduled Date and Time appeared first on InsuredMine CRM | Optimize and Grow Your Insurance Agency.

]]> Customized Voicemail through Twilio https://www.insuredmine.com/knowledge-base/customized-voicemail-through-twilio/ Wed, 28 Oct 2026 06:36:40 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53854 Release Date: 10/23/2026 Overview The newly introduced Customized Voicemail feature in InsuredMine allows agents to create personalized voicemail messages for incoming calls. Instead of relying on a generic voicemail greeting, agents can write their own message and use supported merge fields to personalize it with details such as the agent’s name and agency name. When […]

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Release Date: 10/23/2026

Overview

The newly introduced Customized Voicemail feature in InsuredMine allows agents to create personalized voicemail messages for incoming calls. Instead of relying on a generic voicemail greeting, agents can write their own message and use supported merge fields to personalize it with details such as the agent’s name and agency name.

When an incoming call is not answered or the agent ends or declines the call, Twilio reads the configured voicemail message to the caller.

This feature helps agencies provide a more personalized calling experience and maintain consistent communication with clients.

Prerequisites

Before configuring a customized voicemail, ensure that:

  • The agent has access to InsuredMine’s call settings.
  • The agent has a unique phone number configured in the system.
  • The voicemail message is prepared and ready to be entered.
  • Any required merge fields are available for use in the message.

Note: Each agent must have a unique phone number for customized voicemail to work as expected. Sharing a phone number between multiple agents can cause voicemail configurations to conflict.

Use Cases
  • Personalizing Missed-Call Experiences: An agent is unable to answer an incoming client call. The caller hears the agent’s customized voicemail message instead of a generic greeting.
  • Providing a Personalized Greeting: An agent wants callers to know whose voicemail they have reached. The agent can include their name and agency name using the supported merge fields.
  • Maintaining Consistent Client Communication: An agent wants to provide a consistent message whenever an incoming call goes unanswered or is declined or ended by the agent. The configured voicemail is played in these scenarios.
Navigation / Access

You can access the Customized Voicemail settings through either of the following paths.

Option 1: Through Call Logs

  1. Log in to InsuredMine.
  2. Navigate to the Call Logs section using the call logs icon.
  3. Locate the call settings or voicemail configuration area.

Option 2: Through Settings

  1. Open Settings.
  2. Navigate to Configurations.
  3. Select Call Settings.
Configuration:

Step 1: Open the Customized Voicemail Settings

Access the call settings using either of the navigation paths described above.

Locate the text box provided for entering a customized voicemail message.

Step 2: Enter Your Custom Message

Enter the message you want callers to hear when they reach your voicemail.

For example:

“Hello, you have reached the voicemail of [Agent Name] at [Agency Name]. Please leave a message, and we will get back to you as soon as possible.”

This is an illustrative message. You can customize the wording to suit your agency’s communication style.

Step 3: Add Supported Merge Fields

Use the available merge fields to personalize your voicemail message. For example, the message can incorporate the agent’s name and agency name.

When the voicemail is played, supported merge fields are populated with the corresponding information.

Ensure that the message reads naturally after the merge fields are populated.

Step 4: Save the Configuration

After entering your message and adding the required merge fields, click Save.

The customized voicemail configuration is saved and becomes active.

Step 5: Verify the Voicemail

Test the configuration by placing an incoming call to the agent’s configured number.

If the call is not answered or is declined or ended by the agent, verify that the caller hears the customized voicemail message.

Confirm that the agent’s name, agency name, and other configured merge fields are populated as expected.

Important Notes/ Limitations:

Unique Phone Number Requirement

Each agent must have a unique phone number for customized voicemail to function correctly.

If two agents share the same phone number, the system uses the configuration associated with the number that was mapped first. As a result, a subsequent voicemail configuration created by another agent using that same number may not take effect.

Recommended practice: Assign a unique phone number to each agent before configuring customized voicemail.

When the Voicemail Is Played

According to the feature walkthrough, the customized voicemail is played when an incoming call is not answered or when the agent ends or declines the call.

The caller hears the message configured for the mapped phone number.

Merge Fields

Supported merge fields allow relevant information, such as the agent’s name and agency name, to be incorporated into the voicemail.

Use the merge fields available in the configuration interface. Do not assume that a particular field is supported unless it appears in the available options.

Saving Changes

Click Save after configuring the message. Review the saved message and test it to ensure that it plays as expected.

Summary

Customized Voicemail allows InsuredMine agents to personalize the voicemail experience for incoming callers by creating their own messages and incorporating supported merge fields.

To configure the feature, open Call Settings, enter the message, add the required merge fields, and save the configuration. Test the voicemail to confirm that it works as expected.

For reliable functionality, ensure that every agent has a unique phone number. Shared numbers can cause the system to apply the voicemail configuration associated with the number’s initial mapping rather than a subsequently configured message.

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]]> Deal Age Automation https://www.insuredmine.com/knowledge-base/deal-age-automation/ Tue, 27 Oct 2026 13:47:58 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53843 Release Date: 10/23/2026   Overview Deal Age Automation is a new enhancement InsuredMine introduces in its Pipeline Module under automation process. It allows users to configure automated actions based on how long a deal card has existed in a pipeline. Users can set delays to trigger actions such as sending an email or moving a […]

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Release Date: 10/23/2026

 

Overview

Deal Age Automation is a new enhancement InsuredMine introduces in its Pipeline Module under automation process. It allows users to configure automated actions based on how long a deal card has existed in a pipeline. Users can set delays to trigger actions such as sending an email or moving a deal card to another stage after a specified number of days.

The automation is applied by default when a new card enters the pipeline and continues running even if the card is moved to another stage, unless it is manually stopped.

Prerequisites
  • Access to the Pipeline module.
  • Access to the pipeline’s automation settings.
  • The required automation actions and delay periods should be identified before configuration.
  • Deal Age Automation can be configured only once per pipeline. Multiple Deal Age Automation configurations cannot be created for the same pipeline.
Use Cases:
  • Automated follow-ups: Send an email when a deal reaches a specified age.
  • Stage progression: Move a deal card to another stage after a defined period.
  • Consistent deal management: Apply time-based actions to newly created pipeline cards automatically.
  • Manual automation control: Stop the automation for an individual deal card when necessary.
Navigation

Follow the navigation path below to access Deal Age Automation:

Pipeline Module → Quick Actions → Automations → Deal Age

The Deal Age option is located at the bottom of the Automations section.

Configuration and Step-by-Step Instructions

Step 1: Open Deal Age Automation

  1. Navigate to the Pipeline module.
  2. Open Quick Actions.
  3. Select Automations.
  4. Scroll to the bottom of the available automation options.
  5. Select Deal Age.
Step 4: Verify automation on a deal card
  1. Create or add a new card to the configured pipeline.
  2. Open the deal card.
  3. Locate the Deal Age Automation details.
  4. Verify that the configured actions appear as scheduled.

The automation is enabled by default for a new card entering the pipeline.

Step 5: Stop the automation manually, if required

If the automation should no longer run for a particular deal card:

  1. Open the relevant deal card.
  2. Locate its automation controls.
  3. Select the available Stop option for the automation.

The automation continues running by default unless it is manually stopped.

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]]> IVA – Outbound Voice Agent https://www.insuredmine.com/knowledge-base/iva-outbound-voice-agent/ Tue, 27 Oct 2026 12:27:07 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53824 Overview The AI Voice Agent in InsuredMine (IM) enables agencies to make automated outgoing calls to clients and prospects. It can communicate using configured call scripts and AI voice settings, helping agencies streamline customer outreach, reminders, and follow-ups. The AI Voice Agent also supports call forwarding. When a person requests to speak with an agent […]

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Overview

The AI Voice Agent in InsuredMine (IM) enables agencies to make automated outgoing calls to clients and prospects. It can communicate using configured call scripts and AI voice settings, helping agencies streamline customer outreach, reminders, and follow-ups.

The AI Voice Agent also supports call forwarding. When a person requests to speak with an agent during a call, the call can be transferred to the phone number configured by the agency.

This article explains how to configure outgoing AI Voice Agent calls, set up call forwarding, and use the feature for different business scenarios.

 

Prerequisites

Before configuring Outgoing Calls, ensure that:

  • A Twilio phone number is configured for AI Voice Agent functionality.
  • The required call script and voice settings are configured.
  • A valid destination phone number is available if call forwarding is required.

Important: If the agency does not have the required Twilio setup, the necessary configuration must be completed before using the AI Voice Agent.

Use Case

Outbound calls can take up a significant amount of an insurance team’s time, especially when the same type of follow-up needs to be made across multiple contacts.

AI Voice Agent can be used for scenarios such as:

  • Following up with leads or prospects
  • Customer follow-ups
  • Renewal-related outreach
  • Reminders
  • Other predefined outbound communication

For example, an agency may have a group of customers that need a follow-up. Instead of an agent calling each customer individually, the AI Voice Agent can be configured to make those calls and handle the initial conversation.

Configuring Outgoing AI Voice Agent Calls:

  1. Log in to InsuredMine.
  2. Open AI Voice Agent from the navigation menu.
  3. Select Outgoing.
  4. The outgoing-call configuration screen will be displayed.
Configure the Call Script

Configure the script that the AI Voice Agent will use during the outgoing call. The script should clearly define the purpose of the call and the information the AI Voice Agent needs to communicate.

  • Click on Scripts or Create Agent

Either select from existing predefined scripts or add your own Message as per use case.

Configure Call Forwarding

InsuredMine supports call forwarding for outgoing AI Voice Agent conversations.

If a person requests to speak with a human agent during the call, the AI Voice Agent can transfer the call to the phone number configured by the agency.

  1. Open the Call Transfer Settings section.
  2. Enable the outgoing-call enable/disable option.
  3. Type the number you want to make the calls from and save it.

Once enabled, the AI Voice Agent becomes available for the outbound calling activities configured for your account.

Example: During an outgoing call, the AI Voice Agent is discussing a policy renewal with a client. The client asks to speak with an agency representative. The AI Voice Agent can transfer the call to the configured forwarding number, allowing the client to continue the conversation with a human agent.

 

Quick Test – Initiating an AI Voice Call

The “+” icon provides a quick way to initiate an AI Voice Agent call without setting up an automation.

Steps
  1. Click the “+” icon (Quick action) in the application.
  2. Select AI Voice Agent.
  3. Select the Contact you want the AI Voice Agent to call.
  4. Select the Script that should be used for the conversation.
  5. Initiate the call.

The AI Voice Agent will immediately trigger an outgoing call to the selected contact.

Reviewing AI Voice Agent Calls

After the call is completed, users can review the call details from the available calling and communication areas.

Calling Dashboard

The Calling Dashboard provides visibility into AI Voice Agent calling activity and analytics. Users can review information such as:

  • Call activity
  • Call status
  • Call duration
  • Call summaries
  • Recordings
  • Transcribes
Call Details in Communications

AI Voice Agent call activity is also available under Communications of the 360 profile. Users can use this area to review the communication history associated with the contact, including:

  • Call details
  • Call summary
  • Recording

This provides a convenient way to review the AI Voice Agent interaction directly from the contact’s communication history.

Automatic Call Summaries and Follow-up Tasks

After every AI Voice Agent call, a Task and a note with a call summary will be added by default under the contact.

Additional AI Voice Agent Options

The quick-test functionality is intended for immediate testing and ad-hoc outbound calls. For production use cases, AI Voice Agent calls can also be incorporated into:

Pipeline Automation

AI Voice Agent calls can be triggered automatically based on configured pipeline events or conditions.

Workflow

AI Voice Agent can also be incorporated into workflows to automate outbound calling based on defined business conditions.

These options are recommended when the goal is to automate calling at scale rather than manually trigger individual test calls.

Admin Reports and Notifications

Outgoing Voice agent calls-related information can also be shared with administrators through email the following day.

Upcoming Enhancements

The following enhancements are planned or under development and may not be available in the current version.

  1. AI Voice Agent Reporting for Outgoing calls (similar to incoming) – A dedicated reporting page is planned to provide agency users with better visibility into AI Voice Agent call activity and related details.

  2. Configurable Email Reports – Additional reporting configuration options are planned to give agency administrators greater control over call report delivery and recipients.

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]]> IVA – Incoming Voice Agent https://www.insuredmine.com/knowledge-base/iva-incoming-voice-agent/ Tue, 27 Oct 2026 11:09:48 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53805 Overview InsuredMine’s AI Voice Agent supports Incoming and Outgoing call management. IVA Incoming allows admins to configure how incoming calls are handled when agents are busy, unavailable, outside working hours, on weekends, or when specific call conditions are met. Admins can control when calls are routed to AI and review call summaries, outcomes, callback requests, […]

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Overview

InsuredMine’s AI Voice Agent supports Incoming and Outgoing call management.

IVA Incoming allows admins to configure how incoming calls are handled when agents are busy, unavailable, outside working hours, on weekends, or when specific call conditions are met.

Admins can control when calls are routed to AI and review call summaries, outcomes, callback requests, and follow-up tasks.

Prerequisites

  • Administrator access to InsuredMine.
  • AI Voice Agent enabled.
  • Twilio connected and configured.
  • Calling functionality enabled.
  • Supported telephony setup configured.
  • AI Voice Agent enabled for applicable inbound/outbound call configuration.

Use Case

Incoming calls may arrive when agents are busy, outside business hours, during weekends, or from unknown numbers.

The Incoming AI Voice Agent can automatically handle such calls based on configured conditions.

Examples:

  • Agent is busy, and they disconnect or don’t answer the call → AI answers the call.
  • Call arrives after working hours → AI handles the call.
  • Unknown number calls → AI answers the call.
  • Call matches a selected account status → AI handles the call.

Configure Incoming AI Voice Agent

 

Navigation
  1. Log in to InsuredMine.
  2. Go to AI Voice Agent from the left navigation.
  3. Select Incoming.
  4. Click Incoming Voice Agent Configuration in the top-right.
Note: Incoming Voice Agent configuration is available to admins.

 

Incoming Call Routing Settings

Admins can configure when incoming calls should be routed to the AI Voice Agent. Enable Yes for the conditions where IVA should handle the call.

  • Agent Busy or Unavailable

Routes the incoming call to IVA when the intended agent is busy or unavailable. If the agent disconnects the incoming call or doesn’t answer.

  • Weekend Calls

Routes incoming calls to IVA when calls are received on weekends.

  • Unknown Numbers

Routes calls to IVA when the incoming number does not match an existing InsuredMine contact.

  • Account Status

Routes calls to IVA based on the caller’s associated account status. Select the required status and enable Yes for the statuses that should be handled by IVA.

Available statuses depend on the agency configuration and may include Active Client, Inactive Client, Prospect, and Lead.

Select the AI Voice

Admins can select the conversational voice used by IVA for incoming calls.

  1. Locate and select the Conversational AI Agent Voice.
  2. Click Select Voice.
  3. Use Play to preview the available voices.
  4. Select the preferred voice.
  5. Save the configuration.

The selected voice is used when IVA handles incoming calls.

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What Happens During an Incoming IVA Call?

When an incoming call meets the configured routing conditions, IVA answers the call and interacts with the caller.

Depending on the conversation, IVA can capture information such as:

  • Reason for the call
  • Caller requirements or questions
  • Callback request
  • Relevant conversation details

After the call is completed, the conversation information can be available through the IVA call records and the associated contact’s communication history.

Callback Requests and Follow-Up Tasks

If the caller requests a callback, the call can be identified as a Callback Requested call. A follow-up task can be created for the assigned agent so the request can be handled.

The task information can include:

  • Assigned agent
  • Task status
  • Due date
  • Callback/follow-up requirement

Task statuses may include Pending, Completed, or Overdue.

Managing Overdue Tasks

If a callback task becomes overdue:

  1. Open the IVA Incoming Dashboard.
  2. Locate the relevant call.
  3. Select the associated Overdue task.
  4. Open the task.
  5. Complete the required action.
  6. Mark the task as Done.

Users may also navigate to Tasklist and select the task type as “IVA: Incoming Voice Agent,” and all tasks created by IVA will be listed for review.

IVA Incoming Dashboard

Dashboard counts are calculated based on the selected period. For example, if Total Calls = 5, the dashboard is showing five IVA calls recorded within the selected date range.

Available options may include predefined periods such as Last 30 Days or a custom date range.

Dashboard Summary

The dashboard provides key metrics such as:

  • Total Calls: Number of incoming calls handled by IVA during the selected period.
  • CB Requested: Number of calls where the caller requested a callback.
  • Overdue Tasks: Callback/follow-up tasks that are past their due date.
  • Completed: Callback/follow-up tasks that have been completed.

The Daily Call Activity Report — total calls, callback requests, and task status, with per-call client, summary, assigned agent, and task status.

Calling Dashboard

IVA calls are also available through the Calling Dashboard, where users can review call activity and related call information.

The Calling Dashboard can be used to review incoming/outgoing call activity and access available call details based on the user’s permissions and configured calling setup.

Note: The IVA Incoming Dashboard is focused on IVA-specific metrics and callback/task tracking, while the Calling Dashboard provides broader calling activity. 

IVA Call Log:

Steps to View Call Details in Contact 360
  1. Navigate to the Calling Dashboard or Voice Agent – Incoming dashboard.
  2. Locate the required contact in the call details section.
  3. Click the contact’s name to open the corresponding Contact 360 profile.
  4. Navigate to the Communication tab.
  5. Select Calls to view the available call details, including the conversation summary, calling number, recording, and other related communication information.

     6. To initiate a new call, click Make a Call.

     7. To manually add a call, select Add Call Log and enter the relevant details.

Admin Reports and Notifications

IVA-related information can also be shared with administrators through configured reports or notifications.

These may provide information such as:

  • Incoming IVA call activity
  • Callback requests
  • Follow-up activity
  • Task status
  • Call-related details
Important Notes
  • Incoming IVA routing is controlled through Inbound Call Settings.
  • IVA handles calls only when the applicable routing condition is enabled.
  • Dashboard metrics are based on the selected date range.
  • Callback requests can create a follow-up task for the assigned agent.
  • Call details and summaries are available in Contact 360.
  • The IVA Incoming Dashboard provides IVA-specific activity, while the Calling Dashboard provides overall call activity.
  • Report, task, recording, and call-detail availability depend on the configured setup.
  • IVA requires a Twilio number. Users with LSV or RingCentral can request an additional Twilio number to use Incoming IVA.

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]]> Stale Deals Feature – Pipeline https://www.insuredmine.com/knowledge-base/stale-deals-feature-pipeline/ Fri, 25 Sep 2026 10:58:24 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53605 Release Date: 09/25/2026   Overview InsuredMine introduces Stale Deals, a new feature available in the Pipeline Dashboard under the Dashboard module. In the Pipeline module, the Pipeline card becomes stale when no activity occurs for longer than the Inactive days threshold configured for its current stage.  Stale Deals helps Admins and Agents identify pipeline cards […]

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Release Date: 09/25/2026

 

Overview

InsuredMine introduces Stale Deals, a new feature available in the Pipeline Dashboard under the Dashboard module.

In the Pipeline module, the Pipeline card becomes stale when no activity occurs for longer than the Inactive days threshold configured for its current stage. 

Stale Deals helps Admins and Agents identify pipeline cards that have remained inactive beyond the configured inactivity threshold for their current stage. 

The feature provides:

  • Automated inactivity tracking.
  • Visual identification of stale cards.
  • Pipeline, date, and agent-based filtering.
  • A dedicated Stale Deals view in the Pipeline Dashboard.
  • Detailed information for individual stale deals.

Note: If Inactive Days is set to 0 or left blank, stale-deal tracking is disabled for that stage.

Prerequisites:

Before using Stale Deals: 

  1. An Inactive Days threshold should be configured for the relevant pipeline stages.
  2. Only Admins can configure or update the Inactive Days Threshold.
  3. Agents can view Stale Deals only for the pipelines an Admin has granted them access to.
How to Configure Inactive Days

Only Admins can configure the inactivity threshold for each pipeline stage.

Steps
  1. Log in to InsuredMine.
  2. Go to the Pipeline module from the left-side menu.
  3. Open the Pipeline section.
  4. Click the Edit (pencil) icon for the pipeline you want to configure the Inactive Days threshold for.
  5. On Step 2 of the Pipeline Configuration page, enter the number of inactive days for each stage.
  6. Save the pipeline configuration.
How to Access Stale Deals

 

Steps

  1. Log in to InsuredMine.
  2. Go to the Dashboard module from the left-side menu.
  3. Click on Pipeline Dashboard from the dropdown.

      4. Scroll down the left column to locate Stale Deals.

      5. Click on Stale Deals.

The Stale Deals section opens on the right side of the Pipeline Dashboard.

How to Filter Stale Deals

Once the Stale Deals section is open, you can filter the results based on the available options.

1. Select a Pipeline

Select the pipeline for which you want to view stale deals.

2. Select a Date Range

Select a predefined date range or choose a Custom date range.

Note: The date range filters cards based on their Card Created Date. 

3. Select Agents
  • Admins: Can select All Agents or use Select Agents to view stale deals assigned to specific agents.
  • Agents: Can view their assigned cards within pipelines that have been shared with them.
4. Apply Filters

Select Apply to load the stale deals based on the selected filters.

How Stale Deals Are Identified

The system uses the card’s Last Activity Date to determine inactivity.

  1. The system calculates the number of days elapsed since the card’s Last Activity Date.
  2. The system compares the elapsed time with the Inactive Days threshold configured for the card’s current stage.
  3. If the inactivity period exceeds the configured threshold, the card is classified as Stale / Inactive.
  4. Stale cards are highlighted visually in the Pipeline module.
Viewing Stale Deal Details

The Stale Deals dashboard provides a overview of stale deals by stage.

Steps
  1. Open Dashboard → Pipeline Dashboard → Stale Deals.
  2. Select the required pipeline and filters.
  3. Review the stale-deal information displayed in the dashboard.
  4. Select the relevant bar/stage information to view the stale deal present in that stage. 

      5. A table displaying the details of all stale deals will appear. 

      6. Click the Deal Title to open the corresponding pipeline card. 

      7. The stale-deal list can be sorted based on inactive time.

Select Sort to arrange the results in:

  • Ascending order of inactive time
  • Descending order of inactive time
Missing Inactive Days Threshold

If one or more stages do not have an Inactive Days threshold configured, stale-deal information will not be reported for those stages.

The dashboard displays a status message when a stage does not have an inactivity threshold configured.

For example:

1 stage has no inactive days threshold

For Admins, the message includes a link to the pipeline configuration page so the missing threshold can be configured.

Use Case:

Provide automated detection and visibility into inactive deal cards across all sales pipelines based on customizable, stage-specific inactivity thresholds.

  • Cards can sit in a stage with no follow-up, and these dead leads are easy to miss on a busy board.
  • Admins need a single view of inactive cards across agents and pipelines, so they can see who has cards that need attention. Admins can set rules or tasks for when a deal has been inactive too long at each stage. 
  • Agents need a focused list of their own inactive cards so they can act on them. Stale deals are highlighted right on your pipeline board so team members spot them immediately.
  • The report should use a per-stage inactivity limit, because a reasonable wait in one stage may be too long in another.

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]]> AI-Powered Email Response Intelligence https://www.insuredmine.com/knowledge-base/ai-powered-email-response-intelligence/ Tue, 22 Sep 2026 12:07:49 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53559 Release Date: 09/22/2026 Overview: AI-Powered Email Response Intelligence helps agents identify customer emails awaiting a response, prioritize conversations, and generate AI-assisted reply drafts.  The feature works across InsuredMine-connected Work email conversations and provides visibility through the Pipeline, Contact, Account, Activity Dashboard, and Work Email modules.  Important: AI suggestions are recommendations only. Agents must review and […]

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Release Date: 09/22/2026

Overview:

AI-Powered Email Response Intelligence helps agents identify customer emails awaiting a response, prioritize conversations, and generate AI-assisted reply drafts. 

The feature works across InsuredMine-connected Work email conversations and provides visibility through the Pipeline, Contact, Account, Activity Dashboard, and Work Email modules. 

Important: AI suggestions are recommendations only. Agents must review and approve a response before sending. The system does not automatically send email. 

Beta Feature: AI-Powered Email Response Intelligence is currently available as a Beta version. The feature is actively being improved, and its behavior, accuracy, and AI-generated recommendations may be enhanced in future releases. 

Prerequisites

Before using AI-Powered Email Response Intelligence:

  1. Your work email mailbox must be connected.

      2. The email conversation must be associated with a CRM-linked Pipeline Card, Contact, or Account.

      3. The incoming email must meet the feature’s email eligibility criteria.

      4. The email must be sent from an eligible work email address.

Email Date Eligibility

Different parts of the feature have different effective dates:

Feature

Email Date Requirement

Awaiting Reply Flag

Flagging is available for email responses received after August 5th, 2026

AI-Generated Draft

AI drafts are generated for eligible emails received after September 14th, 2026

Important: An older email response may not display the Awaiting Reply flag, and an email received before September 14, 2026 will not generate an AI draft.

Important Email Eligibility Rule

An email will only be considered for flagging when it is sent from a work email address.

If the email is sent from a verified email address on the sender list, it will not trigger an Awaiting Reply flag or an AI-generated draft.

Note: Not every email received in a connected mailbox will result in an Awaiting Reply flag or AI-generated response.

The feature does not apply to unlinked inbox correspondence or mailboxes outside the supported integration.

Feature Workflow 

The feature follows this workflow: 

Customer Reply → Awaiting Reply Flag → AI Priority Queue → AI Suggested Reply → Agent Review & Send 

The feature is delivered in three stages: 

  1. Awaiting Reply Indicators & Filters  Released on 08/05/2026
  2. Activity Dashboard & AI Priority Queue
  3. AI Response Draft Generation

How It Works:

 

Step 1: Identify an Awaiting Reply
 

When an eligible customer reply is received, InsuredMine identifies the email conversation and applies an Awaiting Reply flag to the relevant InsuredMine record. 

Depending on the relationship between the email and InsuredMine records, the flag can appear on: 

  • Pipeline Card
  • Contact
  • Account

The Awaiting Reply indicator is visually displayed on the applicable record. 

The flag is removed when:

  • An agency user replies to the customer.
  • A user manually marks the conversation as “Marked as Replied”.
Step 2: Use the Awaiting Reply Filter
 

The Awaiting Reply filter is available in:

  • Pipeline
  • Contact
  • Account

Use the filter to display only records that currently have an active Awaiting Reply status.

This allows agents to quickly identify conversations that require attention.

Step 3: Review the AI Reply Queue


Go to the Work Email module to access the AI Reply / Priority Queue.

The queue displays eligible customer emails awaiting a response and organizes them according to AI-generated priority.

Available urgency levels include:

  • Urgent
  • High
  • Normal
  • Low

Each queued conversation includes an AI-generated reason explaining why the conversation received its priority.

Step 4: Review the AI Suggested Draft Response
 

For eligible conversations, the system can generate an AI Suggested Reply.

The suggested response includes:

  • Email subject
  • Email body
  • Reasoning explaining the suggested response

The draft can be edited before sending.

Step 5: Edit or Update and send
 

Prior to delivering the email, the agent has the ability to:

  • Choose Rephrase, change the tone to refine and enhance the message content.
  • When the response is ready, the agent must explicitly select Send Reply. 
  • AI-generated responses are never automatically sent. Human approval is mandatory before an email can be dispatched. 

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]]> Filter Search and Sort Enhancement https://www.insuredmine.com/knowledge-base/filter-search-and-sort-enhancement/ Fri, 18 Sep 2026 11:19:27 +0000 https://www.insuredmine.com/?post_type=knowledgebase&p=53443 Release Date: 09/09/2026 This enhancement is available to Admins and Agents. Overview The Sort and Search enhancement improves how users interact with filters across multiple modules. Users can now search within a filter’s option list to quickly find the value they need, instead of scrolling through a long list. Additionally, all filter options are now […]

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Release Date: 09/09/2026

This enhancement is available to Admins and Agents.

Overview

The Sort and Search enhancement improves how users interact with filters across multiple modules. Users can now search within a filter’s option list to quickly find the value they need, instead of scrolling through a long list. Additionally, all filter options are now sorted alphabetically (A-Z), making it easier to locate specific values.

This enhancement applies to filters in the following modules:

  • Opportunities
  • Accounts
  • Contacts
  • Policies
  • Pipeline
  • Tasklist
  • Carrier 
  • Category
  • Reports


Use Case: As an Admin or Agent, when they open Filters inside a module (e.g., Carrier, Accounts, Pipeline), they can search for a specific filter value using the search box and view all filter options sorted alphabetically, so they can quickly find and apply the value they need without scrolling through a long list.

Steps to Use the Sort and Search Filter

  1. Navigate to the module where you want to apply a filter (e.g., Accounts, Pipeline, Reports).
  2. Click on Filters.

     3. Select the filter field you want to use.

     4. Use the Search box within the filter on top to type the value you are looking for.

     5. The filter list will narrow down to matching results as you type.

     6. All available options in the filter list are displayed in alphabetical order by default.

     7. Select the required value(s) from the filtered list.

     8. Apply the filter.

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