Settings Archives - InsuredMine CRM | Optimize and Grow Your Insurance Agency

AI Voice Agent – Multi-Telephony Support (Twilio + External Providers)

Arzoo Kiran — Thu, 04 Jun 2026 08:33:50 +0000

Release Date: June 3, 2026

This enhancement is available to all users.

Overview

InsuredMine’s AI Voice Agent supports agencies using external telephony providers such as RingCentral and LightSpeed voice through a dual telephony setup.

With this configuration:

Your existing telephony provider continues to handle regular calls and SMS.
A dedicated Twilio number is configured exclusively for AI Voice Agent functionality.
AI Voice interactions are tracked separately for easy monitoring and reporting.

Prerequisites

Before enabling AI Voice Agent, ensure:

You have Administrator access in InsuredMine.
AI Voice Agent is enabled for your account.
Your primary telephony provider is already configured (if applicable).
You have access to the Calling Dashboard and Communication Logs.

Use Case

An agency uses RingCentral for its daily calling and SMS communications but wants to leverage InsuredMine’s AI Voice Agent for automated lead follow-ups and appointment scheduling. The agency requests a dedicated Twilio number through InsuredMine. Once configured, RingCentral continues to handle regular communications, while the AI Voice Agent uses the Twilio number for AI-driven calls. All AI interactions are automatically tagged and tracked separately within InsuredMine for easy monitoring and reporting.

Configuration Process

To request a Twilio number for AI Voice Agent:

Navigate to Settings → Integrations.
Click Request Twilio Setup for AI Voice Agent.

Enter your preferred area code in the dialoge box.
Click Submit.

After submission, a confirmation message will appear: “Your ticket has been submitted successfully.”

Note – The request will be forwarded to support@insuredmine.com. The InsuredMine Support Team will configure a Twilio number within 24 business hours using the requested area code (subject to availability).

What Happens Next?

The InsuredMine team will provision and configure a Twilio number for your account.
The Twilio number will be used exclusively for AI Voice Agent calls.
Your existing telephony provider will continue to handle regular calling and SMS without interruption.
Once configured, the AI Voice Agent can place and receive calls using the assigned Twilio number.

Note: Users may also be able to view the configured number on their setup page. This is how it will look after successful configuration.

Once the Twilio number is configured, users will gain access to the AI Voice Agent module from the left-hand navigation menu. Within this module, Admins can configure and manage both Inbound and Outbound AI Voice Agents.

How It Works

Primary Telephony Provider

Your existing provider continues to handle:

Manual outbound calls
Inbound calls
SMS communications

Twilio (AI Voice Provider)

The Twilio number is dedicated to:

AI outbound calls
Automated AI Voice conversations

Note: SMS functionality remains with your primary telephony provider.

AI Call Flow

A user or automation initiates an AI Voice call.
InsuredMine validates that the AI Voice Agent is enabled and that a Twilio number is configured.
The call is initiated through Twilio.
The AI Voice Agent manages the conversation.
The interaction is logged and tagged as an AI Voice call.

Tracking AI Voice Calls

AI Voice interactions are available throughout InsuredMine and can be viewed in:

AI Voice agent separate Dashboard
Pipeline Card Activity Timeline
Communication Logs – AI voice agent calls will be flagged.

FAQs

Will AI Voice Agent replace my existing phone provider?

No. Your existing provider continues to handle regular calling and SMS communications.

Can I continue using RingCentral or Nextiva?

Yes. AI Voice Agent works alongside your existing telephony provider without requiring any changes to your current setup.

Can the AI Voice number send SMS messages?

No. The Twilio number is used exclusively for AI Voice Agent calling. SMS functionality remains with your primary telephony provider.

Where can I view AI Voice interactions?

AI Voice interactions can be viewed in the AI Voice agent calling Dashboard and Communication Logs.

How are AI Voice calls identified?

AI Voice calls are automatically tagged and displayed separately from regular calls, making them easy to identify, filter, and report on.

The post AI Voice Agent – Multi-Telephony Support (Twilio + External Providers) appeared first on InsuredMine CRM | Optimize and Grow Your Insurance Agency.

Call Forwarding

Arzoo Kiran — Thu, 04 Jun 2026 06:52:03 +0000

Release Date: June 3 2026

This enhancement is available to all users.

Overview

We have introduced a new Call Forwarding feature under the Call Settings section in the Settings module. This enhancement allows Admins and Agents to choose between Forward Immediately and Ring First, Then Forward call forwarding modes.

With this feature, important calls can be redirected to a designated phone number, helping users stay connected and ensuring that calls are not missed even when away from the office.

Use Case: This enhancement helps insurance agents and agencies maintain accessibility by forwarding calls to mobile devices or alternate office numbers. It improves client communication, ensures better call handling, and allows users to answer calls before they are forwarded when using the Ring First, Then Forward option, helping them respond to important calls more efficiently.

To View the Enhancement:

Navigate to the Settings Module.
Within Configuration, click on ‘Call Settings’.

The Call Settings page has been displayed.
Select the preferred option: ‘Forward immediately’ or Ring First, Then Forward ‘.

To set up Call Forwarding:

Add the Phone Number.
Select either:
- Forward Immediately
- Ring First, Then Forward
Click on Save
A success message, “Updated call forwarding successfully,” appears.

Note:

Forward Immediately: Calls are directly forwarded to the configured number without ringing the primary number first.
Ring First, Then Forward: The primary number rings first. If the call is not answered or disconnected, it is forwarded to the configured number.

Ring First, Then Forward

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Web Lead Integration (Auto, Home, Auto & Home)

Arzoo Kiran — Tue, 12 May 2026 13:03:47 +0000

Release Date: 12 May 2026

We have introduced a new enhancement in the Settings module under Web Lead Integration. This feature allows agencies to automatically import leads from external vendors into InsuredMine through API integration, eliminating the need for manual CSV uploads and data entry.

The integration supports Home, Auto, and Home & Auto lead forms. Users can also access auto-generated API documentation and Postman collections for easier API configuration and testing.

Use Case: This enhancement helps agencies streamline lead import processes by automatically transferring lead data from vendor platforms into InsuredMine. It reduces manual effort, minimizes data entry errors, and saves time by enabling direct API-based lead submission.

Users can efficiently manage lead integrations, access API documentation, and test APIs using Postman, without needing to switch to external systems or manually configure payload structures.

To view the enhancement:

Navigate to Settings
From the configuration dropdown, select Web Lead Integration.

The Web Lead Integration page appears.
Click on Create. A Web Lead pop-up appears.
Fill in the required fields.
Click on Save.

The system automatically generates a Token for API authentication and creates a form type with other details.
Click on View under API Documentation to access the generated API details (Authorization and Payload).
Click on View under Post Men Collection to access the CURL.

Note: The API documentation includes the Authentication API for generating access tokens and the Lead Submission API endpoint for submitting lead data. It also provides the payload structure required for lead submission, including prospect details such as First Name, Last Name, Phone Number, Date of Birth, Property Details, Vehicle Information, and Driver’s License Information. Users can also copy and download the payload.

Note: Users can activate or deactivate integrations using the Active/Inactive toggle. The Edit option allows modification of only the Web Lead Name and Lead Description. The selected Form Type cannot be changed after the integration is created. Users also have the option to archive the integration.

Note: The system automatically creates a non-editable form in the Forms module when integration is saved.

To view:

Navigate to Forms.
As shown below, the lead source form with the same name appears.
Click on the three dots to Share, Archive, or Copy the form.
Click on Form Automation to configure pipeline stages and set up data mapping for Account and Contact fields.
Multiple integrations are supported for different sources and form types.

Note: Clients cannot edit or add custom fields to these forms. Any customization requests must be handled through InsuredMine Support.

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Daily AMS Sync – Restriction Controls

Arzoo Kiran — Fri, 03 Apr 2026 11:02:23 +0000

Release Date: 3 April 2026

Module
Settings> Configuration> Restrictions & Users

Access Level
Admin Only

Applies To
Individual Agent & Manager role users

Overview

A new enhancement has been introduced under the Settings module in the Restrictions and Users section. Admins can now restrict agents from accessing Daily AMS Sync through both Agent Account Restrictions and Agency Group Restrictions, providing granular operational control over sync permissions.

Use Case: This enhancement helps address the need to control Daily AMS Sync access at multiple levels:

Grant daily sync permissions only to authorised users.
Prevent unauthorised updates to AMS data
Improve operational control across individual agents and groups.

Part 1- Individual agent/user Restrictions

Admins can restrict Daily AMS Sync access for individual agents directly from the Restrictions page.

To view the enhancement:

Navigate to Settings
Under Configuration, click on Restrictions.
You will be redirected to the Restrictions page.
Scroll down to view the Daily AMS Sync toggle added under Agent Account Restrictions.

Use the toggle button to enable or disable Daily AMS Sync for agents.

Note: You can also use Select All to apply the restriction to all listed agents at once.

Expected Behavior

Disabling the toggle revokes Daily AMS Sync access for the selected agent.
A success pop-up appears confirming that access is revoked successfully for the agent.
The Daily AMS Sync icon will no longer be visible in the restricted agent’s interface.

How to use it?

Disable the toggle button to revoke access to Daily AMS Sync for the preferred agent.
A successful pop-up confirms that access has been revoked.
The Daily AMS Sync icon is no longer visible for the restricted agent.

Part 2 - Agency Group Restrictions

Admins can also restrict Daily AMS Sync for an entire Agency Group. All agents belonging to that group will be restricted once the setting is applied.

To View the Enhancement in Users:

Navigate to Settings.
Under Configuration, click Users.
You are redirected to the User Management page.
Click Agency Groups and select the preferred group name.
Click on the three dots (⋯) beside the preferred group name.
From the dropdown menu, select Restrictions.
A Restriction panel appears on the right side.
Disable the toggle beside Daily AMS Sync.
Click Update.

Note: All agents added to that group will be restricted from using the Daily AMS Sync icon once the group restriction is applied.

Expected Behavior

A successful pop-up message “Group Updated successfully” appears after saving.
The Daily AMS Sync icon is hidden for all agents in the restricted group.

Summary: Restriction Methods

Restriction Type	Navigation Path	Scope
Individual agent/user Restrictions	Settings › Configuration › Restrictions	Individual agent
Agency Group Restriction	Settings › Configuration › Users › Agency Groups › Restrictions	All agents in the group

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Canopy – Agent Level Connect Option

Arzoo Kiran — Wed, 04 Feb 2026 12:35:20 +0000

Release Date: 4 February, 2026

We have introduced a new enhancement to the Canopy integration. Along with Admin users, agents can now also connect their own Canopy accounts. This allows agents to integrate Canopy with InsuredMine by simply enabling the option provided by the Admin.

Use Case: This enhancement allows agencies to give agents the flexibility to connect and manage their own Canopy credentials, reducing dependency on Admin users and improving integration ownership at the agent level.

Note: This setting can be configured only by Admin users.

To View the Enhancement:

Navigate to Settings.
From the System Preferences dropdown, Select Integration.
Scroll down the integrations page to view Canopy connect Section.
As shown below, Click on Disconnect your Account.

A Connect Canopy panel appears
As shown below, Check the box to allow all agents of the agency to set their own canopy credentials.
Click on Update.

A Success pop-up: ‘’ Canopy Connect Setting Updated Successfully’’ appears.

Note: When an Admin enables this option, agents are authorized to set up their own Canopy connection from their Account Settings → Canopy section. Agents can configure their credentials by clicking Disconnect Your Account, which opens a pop-up to complete their Canopy setup.

Note: This enhancement requires agents to have Admin-level access on the Canopy Connect platform.

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Voice Agent Prompts (Outgoing Calls)

Arzoo Kiran — Tue, 23 Dec 2025 11:13:19 +0000

Release Date:- December 16th 2025

We have introduced a new enhancement under the Settings → Configuration section, where a new option called Voice Agent has been added. Using this feature, agents can create voice messages based on business needs and send them manually to specific clients.

Use Case: Agencies can use voice agents to send outgoing calls for renewal reminders, cross-sell or upsell opportunities, policy updates, important service notifications, and more. Since these calls are manually triggered, agents have full control over message delivery and recipient selection.

All outgoing calls and conversations are automatically logged in the Contact 360 Timeline and Logs, enabling easy tracking, complete visibility, and effective follow-ups.

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

To View the Enhancement:

Navigate to Settings.
Click on Configuration, and from the Configuration dropdown select AI Voice Agent.
Click on Create Agent.

An Add AI Voice Agent Pop-up appears.
Fill in the required details as per the message you want to trigger (e.g; Insurance coverage review).
Click Save.

Note: The prompt is the message that the voice agent delivers to the client during an outgoing call, such as birthday wishes, cross-sells, renewal reminders, and more.

Prompt Use Case: The prompt entered by the agent defines the exact message that the voice agent delivers to the client during an outgoing call, such as birthday wishes, renewal reminders, or cross-sell notifications.

A well-configured prompt ensures clear, consistent, and accurate communication, helping the AI Voice Agent convey the right intent and improve client engagement.

A success message: “Agent Created Successfully” appears.
As shown below, the newly created agent name is displayed.
You also have the options to Preview, Edit, and Delete the message.

You also have the option to select a Prompt Template for the message:

Click Import Template to select a predefined prompt template.
As shown below, the Select Prompt Template pop-up appears with multiple predefined options.
Select a template to auto-fill the Greeting Message, Prompt, and Goodbye Message fields.
Modify the content as per your requirement.
Finally, click Save.

To Send the Message:

Navigate to the Header.
Click on Quick Action.
From the dropdown, select AI Voice Agent.

An AI Voice Agent pop-up appears.
Fill in the required details of the contact to whom you want to send the voice agent message.
Click Save.

A Success message: “ Voice Agent Added” appears.

Note: The selected contact will receive an outgoing Voice Agent call with the message you have configured.

Note: As an outgoing feature, the voice agent is manually assigned, and all conversations are recorded in the Contact 360 Timeline and Logs upon conversation.

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Intelligent Voice Agent (IVA) Voice Settings

Arzoo Kiran — Tue, 23 Dec 2025 08:40:39 +0000

Release Date:- December 16th 2025

We have introduced a new enhancement under the Settings module in the Call Settings section. Admins now have multiple options to select InsuredMine AI Voice Agents that can handle calls when agents are unavailable or busy. You can choose an AI voice, preview it, listen to the sample, and then save it as the selected AI voice.

Use Case: This feature ensures that admins can now select AI voices based on language or accent preferences that best match their client base and align with the agency’s communication style.

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

To view the enhancement:

Navigate to Settings.
Click on Configuration, and from the dropdown select Call Settings.

You are redirected to the Call Settings page.
As shown below, when you enable the InsuredMine AI Voice Agent (set to Yes), the system uses the AI agent voice. when agents are unavailable or busy.
You now have the option to select the Conversational AI Agent Voice.

Setting the Conversational AI Agent Voice:

From the Select Voice dropdown, choose the preferred AI voice(e.g; VedaSky)
Click Play to listen to the selected AI voice.
Click Save.

Note: When you click Play, a popup appears with the selected AI voice. Click Play in the popup to listen to the selected AI voice.

A Success message ‘Call configuration successfully updated’ appears.

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Voice Agent – Missed calls

Arshad Hussain — Wed, 24 Sep 2025 10:50:17 +0000

We have introduced a new enhancement under the Call Settings section. Now, if an agent is busy or unable to answer calls, the AI Voice Agent will receive or answer the call and assign a task to the respective agent for whom the call was received.

Use Case: This feature ensures that the client’s request is captured. As this ensures that no client interactions are missed and follow-ups are properly managed.

To View the enhancement:

Navigate to Settings
Click on Integration
Click on Call Log

You will be redirected to the Call Log Page
Click on Call Settings

As shown below, on the Call Settings page, an option to enable the AI Voice Agent will appear:

Select Yes: the AI Voice Agent will be assigned.
Select No: the AI Voice Agent will not be assigned.

After selecting yes, a success message “Call Configuration successfully Updated appears.”

Note: If a client calls the Agent’s number and the agent is busy or cancels the call, the following two situations can occur:
1. When the client’s Contact is not mapped:
The AI Bot will ask the client three questions:

What is your name?
Ask the reason for the call
Ask for the preferred callback time

When the client’s Contact is already mapped:

The AI Bot will:

Address the client by name
Ask the reason for the call
Ask for the preferred callback time

Note:“In both scenarios, a task is assigned to the respective Agent for which call has come, which they can view in the Tasklist.”

To view the Task:

Navigate to the Tasklist.
Click on the Task Title.

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Epic Attachment-Sync-Folder

Arshad Hussain — Tue, 26 Aug 2025 12:56:26 +0000

We have introduced an enhancement that allows syncing all attachments under a single root folder.

Use Case: The whole agency can store files in one central folder in Epic, ensuring better organization, quick retrieval, and reduced clutter.

To view the enhancement:

Set-up a folder structure in Epic
To sync an attachment under a specific folder, the folder’s Account Type must be set to Client.
If the Client is not selected, the attachment cannot be synced under that folder.

To view this Root Path in Insuredmine:

Navigate to the Settings
Click on Configuration

From Configuration, click on AMS Sync Fields.

You will be redirected to the AMS Sync Fields page.

From the Dropdown,select your Root Folder created in Epic.

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Unknown Text Handling for Incoming Texts

Arshad Hussain — Mon, 28 Jul 2025 13:04:41 +0000

We are introducing a new enhancement under the Settings module to improve how incoming text messages from unknown numbers are managed. This feature, called “Unknown Text Notification Handling,” is now available under Settings → Notification Settings.

This ensures no text message goes unnoticed, even if the sender’s number is not linked to any known contact or account,ensuring that no potential lead or inquiry goes unnoticed.

Use Case: With the new “Unknown Text Notification” setting, the system automatically sends an email alert for texts received from unknown numbers. This allows the user to quickly respond, assign, or follow up on potential new leads or inquiries—improving response time and reducing the risk of missed opportunities.

View the Enhancement:

Navigate to the Settings section.
Select Notification Settings from the menu.

Scroll down the Notification Settings to preview the Incoming Text Notification section.

Find the option ‘Send email notification to unknown text‘ and tick the checkbox to enable this setting.

Enter a valid email address where you want to receive the notification emails.

After entering the email and clicking on update a success message will be display

After an unknown text is received, an email notification will be sent to the specified email address

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MFA Mandatory

Arshad Hussain — Sat, 26 Jul 2025 11:38:03 +0000

The MFA Restriction interface has been renamed to MFA Mandatory. We’ve improved the Multi-Factor Authentication (MFA) process by adding a “Select All” toggle for easier configuration. Additionally, the MFA Configuration section now appears on the sign-up page instead of the separate MFA page, making the authentication setup more seamless and user-friendly.

Use Case:

“A ‘Select All’ toggle button enables agents to perform easy selections efficiently, streamlining the process. Multi-Factor Authentication (MFA) configuration will be available on the Sign-up page to enhance both security and user accessibility .”

To View the Enhancement:

1.Navigate to setting page

2.System Reference

3.MFA

MFA settings page:

Agent signup page:

Enable MFA mandatory to agent ,once agent login, MFA Setup page will be shown at Sign in page with all MFA option such as

Authenticate via Google Authenticator app via Email or via Phone number

MFA Setup Using Email

MFA set with OTP successfully

Once we setup MFA -it directly navigate to portal and MFA is configured and shown as connected and will ask for OTP for every time login

Note:Same MFA setup with OTP steps will be followed for SMS and Google Authenticator APP too. option

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miEdge changes handling at Agency level

Arshad Hussain — Sat, 26 Apr 2025 14:29:09 +0000

Release Date: April 26, 2025

We’ve introduced a new enhancement in the Settings module, available exclusively for admins. This update is exclusive to admins as they can enable or disable miEdge mapping for their agency, a feature that was previously available to agents & admins both.

With this enhancement:

Only admins can enable or disable miEdge data mapping.
Once miEdge data mapping is enabled by the admin, it will work for all the agents in that particular agency.

Use Case: Admins can now exclusively enable or disable miEdge data mapping for their agency via the Settings module. Once enabled by the admin, the feature becomes available to all agents within that agency. This ensures centralized control and consistent data access.

To View the Enhancement:

Navigate to the Settings module.
Under System Preference click on Integrations.
Go to miEdge integration and click on Map fields.

Note: Make sure you are logged in as an Administrator, as agents do not have access to the miEdge integration settings.

Enabling miEdge Mapping will map data from miEdge account into InsuredMine, allowing you to preview exactly what information will be enriched for the commercial accounts.

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