FAQ for Users
In this article, you will learn:
Subscription & sign up Related
How do I add/ remove users?
You need to contact Support to remove or add a user. Please contact Suport@insuredmine.com
How do I change my account details like email or name used in Insuredmine?
Please follow the knowledge base article below. https://insuredmine.com/knowledge-base/how-do-i-change-my-account-details-like-email-or-name-used-in-insuredmine/
How do I change my password in InsuredMine?
Please follow the knowledge base article below.
https://www.insuredmine.com/knowledge-base/how-do-i-change-my-password-in-insuredmine/
I am having trouble connecting to Insuredmine. What should I do?
Contact Customer Support at Support@insuredmine.com
How do I reset my password?
Please follow the knowledge base article below. https://insuredmine.com/knowledge-base/reset-password/
My account has been suspended. What should I do?
Please contact Customer Support at support@insuredmine.com
Fix a problem/ Known issues:
Insuredmine is a cloud-based platform, so there are no system requirements to operate the service. However, you do need an up-to-date browser and a stable internet connection. If you are having issues seeing a change to your forms, clear your cache. Be sure, also, to follow our best practices for using Insuredmine below.
Supported Browsers
Insuredmine is optimized for a 13″ display. It can be used on a smaller screen, though you will encounter more need to pinch & zoom. Supported browsers include the most up to date versions of:
Microsoft Edge
Google Chrome
Mozilla Firefox
Safari
Internet Connection
It is imperative that you maintain a constant connection to the internet while working in Insuredmine. Data loss can occur if you have a spotty connection. Monitor the speed and strength of your internet connection by running a Speed Test every so often.
Cache Clearing
If you have just made a change to your Insuredmine forms or pages and are not seeing it take effect, your browser is most likely displaying a cached version of the page. Try clearing your browser cache. Here are instructions for a few common browsers.
Edge
Chrome
Firefox
If your browser is not listed, refer to your internet browser’s support page for specific instructions.
Best Practices
* Never operate Insuredmine in multiple tabs while in the same browser session. Doing so can generate errors and result in data loss.
* When editing anything in Insuredmine, it is best to finish the task before walking away for long periods of time.
* Insuredmine will time out after 40 minutes of idle activity and any work done in edit mode will be lost.
* Do not use your browser back/forward buttons during data entry in Insuredmine. This can generate errors and result in data loss.
* Disable your web browser pop-up blocker.
Pricing & Payments
What payment methods do you accept?
We accept credit cards, debit cards and the cheque as payment modes.
How do I update my credit card information?
Please get connected to update credit card information. Contact 503 822 0092/ email support@insuredmine.com/ billing@insuredmine.com?
How to contact billing support?
Contact 503 822 0092/ email support@insuredmine.com/ billing@insuredmine.com?
How to resolve a billing issue?
Contact 503 822 0092/ email support@insuredmine.com/ billing@insuredmine.com?
How do I get answers to my billing related questions?
Contact 503 822 0092/ email support@insuredmine.com/ billing@insuredmine.com?
How do I cancel my subscription?
To cancel your subscription, send an email to support@insuredmine.com.
As per InsuredMine Policy – your cancellation will be in effect after 30 days and you get 1 more last bill before all the data is archived.
How do I retrieve a closed subscription back again?
Example – To turn on an expired InsuredMine Online account, send an email to support@insuredmine.com. If you saved your CRM data to Microsoft Excel before canceling your CRM Online account, you should be able to import the saved data.
Add users to my account
You can add user licenses by sending an email to support@insuredmine.com with name, email details of the new user.
Dashboard related
How can I customize my dashboard?
Dashboard provides you an overview of your business numbers, understanding of your customers – their demographics, their missing information, etc., understanding your agency productivity, tracking your campaign success. If your agency is focussed on understanding your business numbers or customers or employee performance or campaign performance, you have the freedom to keep the widgets that makes more sense to you on top of the screen and move less important ones to the bottom. Also, if you don’t want to see a widget, you can hide/ remove it from your dashboard. Moreover, if you ever need it again, it can be easily added back again.
What does the date updated mean on top right of dashboard?
The date updated means the date the last data refresh was done.
What are the widgets in dashboard? How are they helpful ?
– Active Accounts
– Annualized Premium
– Policies
– Carriers
– Clients by Location
– Client Message Board
– Todo
– Clients Missing Details
– Active Clients Directory
– My Tasks List
– Scheduled Activities
– Policies by Line of Business
– Register clients
– Carrier by Business Share
– Daily Highlights
– Activities Overview
– Email Campaigns Overview
– Email Live Feed
– Data Refresh Analytics
– Campaigns Live Feed
How is ‘my task list’ different than ‘to do list’ in dashboard?
My task list helps to keep track of tasks, assign tasks, mark due dates, mark completed and much more. It is a comprehensive widget as it involves others. While the ‘To-do list ‘simply helps to keep track of the daily activities of the agent personally.
What does ‘user’ mean in my task list?
User refers to the client in my task list.
Who can be the assignee or assigned by?
The assignee can be anyone within the agency, i.e., admin, manager, agent or CSR.
What does the eye icon mean on top right of my task list?
The eye icon reveals the detailed analytics of the task list.
Are there more dashboard widgets in the pipeline? Can I suggest a widget request that I think will be useful?
The dashboard widgets are managed by the admin, check to confirm you have access to all the widgets. You can find more information on widget management by clicking the link.
Yes, you can suggest widgets and we will customize them for you.
Accounts FAQ
What information are available in the accounts directory?
Active policyholders information including policy details on the account name, primary contact, premium, number of policies held, city and the agent name.
How is it helpful/ What actions can be performed in Accounts?
1. You can send text, chat, and email through accounts.
2. An overview of policies, documents, events, card history, campaign analytics and profile logs is also available in accounts.
3. You can also add notes, activity, task, files for easy reference to important information.
What is the utility of the ‘download’ and the ‘save’ settings in Accounts?
The download option in accounts helps to download the account details on your computer or laptop device in the CSV format. Save as reports help the agents to store the data on the account list for reference which can be archived and shared with others.
How do I view the account details?
You can view the account details by clicking on the account names.
What is included in the account details? And how are they useful?
Account info
Account type,
last updated,
Emergency contact
Emergency info
Contact info –
Phone
Email
Address
Dob
Action
Overview
All policies snapshot
Notifications
Other details – house, vehicles, assets, Work, education, Family, Pets
Policy info
Category
Policy number
Provider
Annualized
Written
Period
Type
Action
Documents –
Document name
Type
Created on
Visibility
Action
Events –
Take Note
Send Email
Add Activity
Add Task
Add Files
Send SMS
Card History
Deal board cards
Autotask cards
Chat history
Campaign
Policies FAQs
What are Policies by me and x dates?
Policies by me indicate the policies assigned to the agent. The agent is handling all communication with the client.
X dates refer to third party data of policy nearing expiry dates. These are selling opportunities for agents as the clients are actively looking for policy quotes at a cheaper rate.
What information is included in Policies?
Policy Number
Account Name
Ins Category
Provider
Annualized
Written
Policy Period
Insured
How to view the policy details? And what is included in it?
Click on policies from the left navigation. Click on the policy number to view details.
The policy details include the following:
Total number of policies and total premium amount
Account name
Carrier
Effective date
Expiration date
Policy type( Personal or commercial)
Policy category
Premium dates
Coverage and limits of liability
Insurance company and agency details
Policy card details
Policy documents
Policy logs
How does the policies ‘download’ function work?
To download policy details, click on the gear icon, at the top right corner in the policies module and select download. The policy details will be downloaded on your computer device in the CSV format.
How does the policies ‘save’ function work?
Save function works to save the policy details as a report in Insuredmine reports segment. You can select Save as Report by clicking the gear icon in the Policy module.
What is the function of cancel policy/ activate policy in policy details? How it works?
If the policy is active, there is a cancel policy option in the expanded policy no. details window. In case the policyholder is not interested in continuing the policy you can directly click cancel to process policy cancellation. Alternatively, in case the policy is inactive, you can click activate policy to process policy activation for the user.
What is policy card?
Policy card is like a credit card issued by the insurer to the insured at the time of purchasing a policy. IT includes policy number, name of the policy holder, name of insured, date of birth with policy name and sum assured.
How to store policy documents? Can it be uploaded automatically like other customer data?
Policy documents can be uploaded through policy documents section on the expanded policy no. window, by clicking on + Icon. + icon is for uploading policy documents to enable safe and accessible cloud storage.
Where can I add additional notes related to a policy?
.
What is the utility of the filter icon on the right-hand side of the policies page?
You can filter policies by category or carriers. It’s easier to send text, emails or review the number of policies and premium details for a particular carrier or category.
Carriers FAQs
What does the carrier detail include?
Total premium, total policies, email, website, phone, other contact info.
Contacts FAQs
What information is included in Contacts?
The Contacts list from the left navigation includes information about Active customers, Inactive Customers, Prospects, Others, and Leads in the agent database.
What does the refresh button do?
The refresh button is used for data refresh, downloading all the real-time information added in contacts.
How to upload data in contacts? In which category does the uploaded file get displayed?
Add and upload contacts
What are the sources of the directory data?
The sources of data are as follows:
1. Access information from AMS for active and inactive clients.
2. Data from CSV upload.
3. Data from the dealcard of the prospect.
4. External data from the website.
What does Active, Inactive, Prospect and Others mean in the Contacts?
Active: Active refers to the existing policyholders of the agent.
Inactive: Inactive refers to the Contact types in the directory who were customers in the past with no active policies.
Lead: Leads are Potential clients who may be interested in buying a policy.
Prospect: Prospects are potential clients who reach out to the agency for buying a policy.
Others: General contact data of people who may not be customers are marked as others.
Pipeline Manager FAQ
What information is included in Contacts?
https://www.insuredmine.com/knowledge-base/pipeline-manager/
Who can create a pipeline/ multiple pipelines and how?
Admin can create a pipeline. This link will guide you on how the pipeline is created: https://www.insuredmine.com/knowledge-base/pipeline-manager/
What is default/ custom category selection while creating a new pipeline?
Choosing the default option will add default stages or existing stages and categories to your deal board. If you choose the custom option, you can define new deal stages and categories for that particular Pipeline.
What is shared pipeline/ deal board?
https://www.insuredmine.com/knowledge-base/shared-deal-board/
What is personal deal board?
https://www.insuredmine.com/knowledge-base/are-you-able-to-move-the-deal-to-your-personal-board/
Can I change the stage names of the dealboard?
Yes, it’s possible to change the names of stages but only as an Admin.
Can I add more stages to the dealboard?
How to manage deals
How do I view the lead source in deal board?
You can use Labels to add lead source.
Can I upload multiple leads/ deals to the deal board at once?
https://www.insuredmine.com/knowledge-base/ways-to-create-deal-cards/
Can deals be added automatically?
Yes, Its possible to add deals automatically with the help of intake form on the public website. You just need to add quotesheet and the deal cards are automatically created for it.
You can create deals through Zaps. Know more on Zapier Integration
Deals can also be added automatically through the support ticket email which directly creates a deal card when support email is received. Click here to learn more about the service board functionality.
Can deals be added from the work email inbox?
Yes, the deals can be added through the add deal button on the email inbox list. Also, within the email there is an option to add deal by clicking the + icon.
Can deals reach Insuredmine from the website?
Yes, deals reach insuredmine through the intake forms on the website. Click to know more about implementing intake form or quotesheet iframe into the website.
Are deals always shared in a shared view/ personal view?
Yes, deals are always shared in a shared view or personal view of the pipeline manager.
Can I automate email & text communication in the pipeline?
Yes, you can automate email and text communication in the pipeline manager.
In the expanded Pipeline card, click on Add drip button under the add drip campaign section on the right window panel to start the campaign.
Can I stop an automated email if I don’t want to send it?
Yes, Follow the steps mentioned
Go to the Engagement module, Click on the analytics for the campaign category.
Click on the stop button placed before the Action column for each client and click Save.
What happens if I move a deal to personal?
When a deal is moved to personal, it converts the contact to prospect for that agent. The agent handles all communications and deals with the contact further.
What functions can be performed in pipeline Manager?
The pipeline manager is one of the most important features in InsuredMine. Its functions are listed below:
1. You can add notes, send emails, schedule meetings, add an activity, assign tasks, upload and share files, send SMS, and place contact calls directly from the pipeline manager.
2. You can also set due dates on Pipeline cards, add quotes, assign labels, start drip campaigns, share cards and set final action for the deal card (won, lost or delete)
3. Setting up a service board and lost deal automation can also be done in the pipeline manager module.
4. Viewing all dealcard details and contact overview gives a comprehensive insight into all interactions in a single window.
5. It also contains policy data of the related account including payment frequency, effective date, expiration date, and much more
6. Personal details and descriptions can also be added to deal cards.
Refer to the knowledge base articles for more information on the pipeline manager.
Can I set a deadline/ due date to my deals in Pipeline Manager?
https://www.insuredmine.com/knowledge-base/add-due-date/
Can I assign a task to someone on deal board?
Action icon – add task
How does the linked person in activities gets notified?
The linked person gets an email notification.
What is a checklist in Pipeline?
https://www.insuredmine.com/knowledge-base/are-you-able-to-add-a-checklist/
How do I remove a due date from a deal in Pipeline?
Mark due date as complete
Can I download or save the quote info for quick view for when quote information sheet takes long to load?
Add Quotes
What deal analytics are available? Can agents and admin both view the analytics?
The following deal analytics are available in the deal overview section of the expanded dealcard in the pipeline manager. Yes, the Agents and Admin both can view the analytics.
– Deal Age
– Inactive Days
– Total Email
– Total Scheduler Meeting Invites
– Total Note
– Total File
-Total Activities
– Total SMS
– Total Tasks
– Total Calls
Pipeline Manager FAQ
What information is included in Contacts?
https://www.insuredmine.com/knowledge-base/pipeline-manager/
Who can create a pipeline/ multiple pipelines and how?
Admin can create a pipeline. This link will guide you on how the pipeline is created: https://www.insuredmine.com/knowledge-base/pipeline-manager/
What is default/ custom category selection while creating a new pipeline?
Choosing the default option will add default stages or existing stages and categories to your deal board. If you choose the custom option, you can define new deal stages and categories for that particular Pipeline.
What is shared pipeline/ deal board?
https://www.insuredmine.com/knowledge-base/shared-deal-board/
What is personal deal board?
https://www.insuredmine.com/knowledge-base/are-you-able-to-move-the-deal-to-your-personal-board/
Can I change the stage names of the dealboard?
Yes, it’s possible to change the names of stages but only as an Admin.
Can I add more stages to the dealboard?
How to manage deals
How do I view the lead source in deal board?
You can use Labels to add lead source.
Can I upload multiple leads/ deals to the deal board at once?
https://www.insuredmine.com/knowledge-base/ways-to-create-deal-cards/
Can deals be added automatically?
Yes, Its possible to add deals automatically with the help of intake form on the public website. You just need to add quotesheet and the deal cards are automatically created for it.
You can create deals through Zaps. Know more on Zapier Integration
Deals can also be added automatically through the support ticket email which directly creates a deal card when support email is received. Click here to learn more about the service board functionality.
Can deals be added from the work email inbox?
Yes, the deals can be added through the add deal button on the email inbox list. Also, within the email there is an option to add deal by clicking the + icon.
Can deals reach Insuredmine from the website?
Yes, deals reach insuredmine through the intake forms on the website. Click to know more about implementing intake form or quotesheet iframe into the website.
Are deals always shared in a shared view/ personal view?
Yes, deals are always shared in a shared view or personal view of the pipeline manager.
Can I automate email & text communication in the pipeline?
Yes, you can automate email and text communication in the pipeline manager.
In the expanded Pipeline card, click on Add drip button under the add drip campaign section on the right window panel to start the campaign.
Can I stop an automated email if I don’t want to send it?
Yes, Follow the steps mentioned
Go to the Engagement module, Click on the analytics for the campaign category.
Click on the stop button placed before the Action column for each client and click Save.
What happens if I move a deal to personal?
When a deal is moved to personal, it converts the contact to prospect for that agent. The agent handles all communications and deals with the contact further.
What functions can be performed in pipeline Manager?
The pipeline manager is one of the most important features in InsuredMine. Its functions are listed below:
1. You can add notes, send emails, schedule meetings, add an activity, assign tasks, upload and share files, send SMS, and place contact calls directly from the pipeline manager.
2. You can also set due dates on Pipeline cards, add quotes, assign labels, start drip campaigns, share cards and set final action for the deal card (won, lost or delete)
3. Setting up a service board and lost deal automation can also be done in the pipeline manager module.
4. Viewing all dealcard details and contact overview gives a comprehensive insight into all interactions in a single window.
5. It also contains policy data of the related account including payment frequency, effective date, expiration date, and much more
6. Personal details and descriptions can also be added to deal cards.
Refer to the knowledge base articles for more information on the pipeline manager.
Can I set a deadline/ due date to my deals in Pipeline Manager?
https://www.insuredmine.com/knowledge-base/add-due-date/
Can I assign a task to someone on deal board?
Action icon – add task
How does the linked person in activities gets notified?
The linked person gets an email notification.
What is a checklist in Pipeline?
https://www.insuredmine.com/knowledge-base/are-you-able-to-add-a-checklist/
How do I remove a due date from a deal in Pipeline?
Mark due date as complete
Can I download or save the quote info for quick view for when quote information sheet takes long to load?
Add Quotes
What deal analytics are available? Can agents and admin both view the analytics?
The following deal analytics are available in the deal overview section of the expanded dealcard in the pipeline manager. Yes, the Agents and Admin both can view the analytics.
– Deal Age
– Inactive Days
– Total Email
– Total Scheduler Meeting Invites
– Total Note
– Total File
-Total Activities
– Total SMS
– Total Tasks
– Total Calls
Calendar FAQs
How does the calendar work?
You can add events, get a monthly, weekly or daily view of the calendar. You can also create a schedule page and share a link with contact to mark appointments just like calendly.
Is it integrated with my personal calendar – outlook/google?
Yes, it gets integrated with your personal Calendar on Google but not Outlook.
Engagement FAQs
What are the different types of engagement solutions provided by IM?
Email campaigns, bulk text, workflow automation, work email.
Email Campaign Faqs
How do I get started with using emails from Insuredmine?
Steps to send an email:
1. Campaign name
2. Sender email/ From
3. Schedule when you want to send the email/ emails from stages
4. You can choose to send a copy of email to yourself
5. Add unsubscribe link
6. Select a template – that auto-populates the subject and the content of the email. The content can also be in HTML format.
7. Add a signature
8. Select a sequence/ From – sequence is the list of customers you want to send the email/s to.
Are email campaigns only for bulk emails? Can I also use an email campaign for sending emails to a single customer?
No, email campaigns are not just for bulk email. It is possible to run a campaign for a single contact through the Single contact drip. https://www.insuredmine.com/knowledge-base/single-contact-drip/
What happens if I send my campaign to a single customer? Will it still show in campaign list in analytics?
Click to know more about the drip triggers. https://www.insuredmine.com/knowledge-base/learn-about-the-single-contact-drip-triggers/
Yes, the single contact drip campaign shows in the analytics.
https://www.insuredmine.com/knowledge-base/single-contact-drip/
If I send an email to a customer from the customer page, will it be recorded in email history, if yes, where?
Yes, it is recorded in the Contacts and Accounts module. The segment on customer 360 of Contacts module and Accounts 360 (expanded view of account) contains the historical data in the past section. Click the email to view the sent email.
Can I create a campaign workflow using add stages?
Yes, you can create the campaign workflow using add stages.
How do I edit/ add sender email information?
Verify Email for Campaigns
How do I view the email if I don’t send the email to myself? What is the utility of having the email sent to myself?
There is no other option to preview email besides sending to oneself. Send to myself works like test mail to check the functionality, content and design ensuring relevant data is sent to clients.
Is there a draft folder for email campaigns where I can find the incomplete campaign which I left unfinished while creating?
Yes, in the Email Campaign Analytics, under the Drafts section, you can find all your unfinished campaigns.
If while creating a campaign I realize I don’t have a template or a list, do I have to go back to templates/ Lists to create what I want, or I can also create it from the create campaign page?
Yes, you can save the campaign as draft and go to the templates/list you wish to create. Next, you add it back to the campaign from the draft segment of the Analytics section.
Where do I view all the campaigns I have sent?
In the Email Campaign Analytics under the sent section, you can view all the campaigns you have sent.
How do I search campaigns for a particular customer?
Enter the client name in the smart search, select the client name you will be directed to it’s customer 360 view. Under the campaign section, you can view all the campaigns you have run for the client. Alternatively, Go to the Accounts module, click client name. In the window that appears you will find Customer 360, click Campaigns segment under it.
How do I search for a specific campaign from list of all campaigns I have?
Go to the dashboard module, in the email campaign overview widget, click on date, and filter to find specific campaigns for a particular date.
Where will I find the replies of the bulk emails?
The bulk email replies can be found as notification in work mail if it is assigned to you, or customer 360 will contain the email reply in the past section under emails.
Where can I view the campaign message in my campaign detail from all campaigns list?
You can view the campaign message by going to the analytics section of Email campaigns in the engagement module and clicking on the campaign name under the Sent column.
Can an admin or other agents access my campaign information?
Only Admin and manager can access your campaign information.
Can an admin or other agents reply back in my campaigns?
Admin, manager and other agents who have been assigned the access can reply to the campaign messages.
Bulk Text FAQs
How do I get started with using bulk SMS from Insuredmine?
https://www.insuredmine.com/knowledge-base/how-to-send-bulk-text-messages/
Where can I view the text content of the sent bulk text campaigns?
In the Analytics tab under the Bulk text, you can find the sent bulk text campaigns.
Can I also use bulk text campaign for sending emails to a single customer?
No. It’s better to use a single contact drip campaign for sending bulk messages. https://www.insuredmine.com/knowledge-base/single-contact-drip/
What happens if I send my text campaign to a single customer? Will it still show in campaign list in analytics?
The text will be received by the customer on the set triggered dates, in the order you placed. Yes, the campaign list can be seen in analytics by clicking the Campaign name.
https://www.insuredmine.com/knowledge-base/learn-about-the-single-contact-drip-triggers/
Where will I find the replies of the bulk texts?
When someone replies to bulk text, the reply will show up under their contact record and also in your Text Message Inbox if you are the assigned agent, you will also be notified via email.
Automation FAQs
Where can I see what is included in the automated campaign (the content, the condition, the stages, etc.) before I select which one I would like to begin?
The automation campaign can be created in the engagement module of the Agency portal. You can set the content, condition and stages for the events mentioned in the module for which you would like to begin the automation. The events preset for the automation are Birthday, Policy renewal, Referral request, Client turning 65, Welcome clients, Cross-sell, Thank you, and Client Pulse.
Can I add stages in automation like in email campaigns?
Yes, you can add stages in automation except for birthday which goes out on the same day.
Can I edit automation content for the pre-existing topics?
You can edit the content by clicking on the pencil icon for the workflow content you wish to change.
Can I create my own automation topics?
Yes It’s possible to customize your automation, Click here to learn more about it.
Work Email FAQs
Where can I see what is included in the automated campaign (the content, the condition, the stages, etc.) before I select which one I would like to begin?
There are several advantages as mentioned in the knowledge base.
What actions can I perform from my integrated work email from IM?
You can do the following:
– You can use pre-designed templates,
– Search throughout your inbox,
– Mark an email as Important or read,
– Add deals,
– View attachment in Email,
– Track and check the performance of the email sent.
If I reply to an email in my work email (InsuredMine), will it show the reply email in my main work email account too?
Yes, the reply email will be seen in the main work email (native application – outlook or Gsuite) account as well as all email are in sync.
If I forward an email in my work email, will it show the forward sent email in my main work email account too?
Yes, the forward sent email will reflect in the main work email account too.
How do I remove the work email?
Go to the settings module of your agent portal from the left navigation and click Disconnect, to remove the work mail.
How do I set up a different email as the work email?
Follow the steps mentioned below to set up a different email.
1. Go to the settings module, click disconnect.
2. Click refresh.
3. Now, click connect in the setting module. You will be prompted to enter the email you wish to connect
Can I add more than one email as my work email?
No, it’s not possible to add more than one work email.
Text Messaging FAQs
How does text messaging work? How is it better than texting from my phone?
https://www.insuredmine.com/knowledge-base/texting-101/. Texting from InsuredMine application has several advantages as mentioned below:
1. You can leverage templates so you don’t have to type in the same messages again and again.
2. You can message multiple contacts at a time.
3. You can trigger automation via Texting for Birthday
4. All your text messages will be sorted and compiled by contacts in your application portal
5. Clients related messages will also be available in client 360 and deal sections
6. Ability to text from the computer for convenience.
Which phone number is displayed as the sender number?
InsuredMine will try to use your current office number for your text communication. However, due to various other reasons, sometimes those numbers are not available and in that case, you will be able to pick a number and area code of your choice. We recommend using just one number per location so clients are not confused and InsuredMine on the backend will assign incoming messages to the right agents and right contacts based on client agent association.
Will I also receive these messages on my phone?
When someone replies to you, the reply will show up under their contact record and also in your Text Message Inbox (Only on InsuredMine web application) if you are the assigned agent, you will also be notified via email as well.
What is the difference between bulk text campaigns and text messaging? Is same number used for both?
Yes, the same number will be used for bulk text messages. However, our functionality on bulk messaging is limited to sending only. We are not able to get messages back on bulk messages whereas when sent as individual messages we can have back and forth conversation. Bulk messages are usually sent to notify and not for conversational purposes.
How are text messages different from chat messages?
The text messages are sent and received through a mobile number and it involves a service carrier. Client will use his texting service from his phone for communicating via text, whereas for the chat – he will have to download the InsuredMine mobile app and use the chabot functionality. The chat messages are generated and transmitted through chatbot, a virtual messaging service. The text messages and chats are communicated and recorded separately for each contact.
Where will I find history of all forms of communications with the customer?
The history of text messages, chats, emails and phone calls are available
In the Past section of Customer 360 under the Contacts and Accounts module.
Reports
What is projected book of business? How it works?
What is personal data book? How it works?
What are saved reports? How it works?
What is shared reports? How it works?
Notification FAQs
What kind of notification is received by an agent in the agent portal?
Customer-related: Renewals approaching notification, meeting requests, quote requests, updated information notification, etc
Insuredmine related: Any new feature update information is also shared with agents in a notification, in a separate tab called Features.
Chat Messages
Where are the chat messages coming from?
Customers trying to connect with an agent using the Insuredmine App, are able to do that using VIA chatbot. The chat conversations are visible to the customers in the app, whereas the agents can view them as chat messages in the Agency Portal. Agents can directly communicate with their customers from the agent portal to the app with the help of this chat messages feature.
What are chat messages used for?
Chat messages are accessible to customers who are using Insuredmine App. This makes agents be virtually available for the customers 24×7. Customers can ask their questions, add their updates, request a quote or request to schedule a meeting. This is done using the app chatbot called VIA (Virtual Insurance Assistant).
Where are chat history saved?
Chat history of customers are saved in the via icon located at the top right corner of the agent portal as chat sessions. The chat history is also available in client’s information page.
Chat history can also be viewed in the chat windows when a chat message is opened.
How will the customers know Agents are online or offline and when are they reading the chat messages?
When customers are online, an green status indicator appears in their profile bar at the top of your chat window.
Mobile App FAQs
How is the app helpful to the customers?
– The customers get instant information about polices, agents, quotes, home value and risk hazards.
– The payment gateway allows paying the premium easily through the app. (if the Agency has signed up for the Agency Bill option)
– Accident checklist helps quickly record the incident details.
– The customers also receive notifications on due dates, policy changes, insurance regulations and latest updates
How does the app benefit the agents?
– Agents can easily view policy information of customers, share policy cards and documents.
– Chatbots assist in connecting with the support team round the clock. It is also useful for scheduling appointments.
– The Agents provide faster customer service as they are able to correspond with clients on the go.
– Risk assessment, home valuation and accident checklist tools help the agents to manage deals in a better way.
– Communications with the team, clients, and other contacts are improved.
– Regular updates and due day reminders help smoothen the workflow.
– Agents can handle quote requests on the application.
What are the app features?
– Policy information
– Policy cards and documents
– Get quotes,
– Agent connect
– VIA chatbot
– Notification
– Payment gateway
– User profiles
– Tools: Risk assessment, Home value estimation, Accident checklist for event records
