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Workflow guide

Support plan for insurance agencies

Answer required-document and office questions from approved pages. Claim decisions, coverage advice, and policy changes stay with licensed staff.

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What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Policy help

Planning sample

Answer from approved sources

  1. 01
    Do I need receipts for the damaged items?Claim document checklist.pdf
  2. 02
    Which office is open late on Thursdays?Office locations
  3. 03
    What does a deductible mean?Policy FAQ
Boundary

Hand to your team

  • Claim decisions and payouts
  • Coverage advice and policy changes
  • Quotes that need underwriting
For example
Will my claim for the water damage be approved?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    A question about a claim decision

    The agent doesn’t predict outcomes and passes the chat to an adjuster.

  2. 02

    A coverage change

    Licensed staff handle policy changes, so the agent hands the chat over.

  3. 03

    A request for a quote

    The agent collects contact details for a licensed agent to follow up.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

No. Agents don’t connect to claims systems. They explain your published claim steps and hand status questions to your team.

Only in general terms, from your approved pages. Questions about a specific policy go to licensed staff.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

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