Custom AI · Text

The first text, then a booked call.

When someone fills in a quote form, your AI text assistant writes back as your agency. It gathers what an agent needs and offers a time to talk. It never quotes a price and never gives coverage advice. That stays with your licensed team.

I.What a lead actually gets

A front desk that is already awake.

Fast first text

Within minutes

A new enquiry gets a first text within minutes, day or night. The conversation does not wait for the office to open.

9am–8pm

Their own time

Replies and follow-ups go out from 9am to 8pm in the lead’s local time. A late-night message is picked up first thing the next morning.

One question

Short and human

One easy question per text, in plain language. It never sends a list.

Honest

It says it is AI

If someone asks whether they are talking to a person, it says it is an AI assistant. It does not pretend.

Handoff

Knows when to step back

A request for a person, a claim, an upset lead, or a question it should not answer goes to the team with a short summary.

Your team

Take over anytime

Anyone on the team can take a conversation. The assistant goes quiet for that lead.

STOP

Opt-outs are final

STOP, or “take me off your list,” gets one short confirmation and nothing after that.

Never quotes

No prices, no advice

It does not quote a price and does not give coverage advice. A licensed person does that on the call.

II.What it asks

One question the form did not already answer.

Within minutes, the lead gets a short text from your agency. It thanks them and asks one simple thing.

Example · first text

Hi Sarah, it’s your agency. Thanks for filling out our form online earlier. Quick one: who are you insured with at the moment?

LineWhat it collects by text
Home, and autoThe address of the home. Roughly how old the roof is. A couple of quick details: who insures it now and about when it renews, or whether there have been any claims in the last three years.
Business, trucking and rentalsThe basics for that line: what the business does, roughly how many staff, trucks or rentals, and who insures it now and when it renews.
  • —Never re-asks. If the form or the lead already answered, it moves on.
  • —Keeps it light. A couple of details at most. No current insurer? It skips those questions. A skipped question is not pushed.
  • —Nothing sensitive by text. No Social Security numbers, card or bank details, driver’s licence numbers, or photos of documents.
  • —“How much?” It explains, warmly, that an agent prices it properly on a short call, then offers to set one up.
III.From questions to a call

It switches when it has enough, or sooner if they ask.

Once it has the address, the roof age and those extra details — or the key details for another line — it offers a short call. It switches sooner if the lead asks for a call, a quote or a price.

The offer is low pressure: a few more details are usually quicker on the phone, with two specific times. If they would rather stay in text, that is fine. It sends a short list of what is still needed.

If the calendar is connected

Two real open times, usually one morning and one afternoon on the next working day.

If it is not

Business hours, 9am to 5pm Monday to Friday in your time zone, and two specific times in that window.

If they would rather text

“No problem at all, Sarah. I’ll text over a quick list of what we’d need, and you can reply whenever suits you.”

IV.If they go quiet

No reply to the first text

A few friendly follow-ups by text and email over about eleven days. Each one asks something easy. None of them is “just checking in.” Then they join the long-term follow-up list.

Stops mid-chat

It picks up where it left off, later that day or the next morning. At most two gentle nudges.

Replies later, or is not ready

Any reply stops the automatic follow-ups and the chat continues. It does not push. Everything shared stays on file for the team.

V.After the time is booked

One confirmation. Three short reminders.

The questions stop. The call is handed to the team. The lead gets one personal confirmation, then three casual reminders, each using their first name. No “reply YES to confirm,” no stacked texts, and never a message to someone who has opted out. If plans change, they reply and the team picks it up.

WhenWhat they receive
Right after booking“Perfect, thanks Sarah. You’re all set for Tuesday at 2pm. Your advisor will call you on this number. If anything comes up, just text me back here.”
About 24 hours before“Hey Sarah, looking forward to chatting tomorrow at 2pm. Your advisor will call you on this number.”
About 1 hour before“Hi Sarah, your advisor will be calling you in about an hour, around 2pm. Talk soon.”
5 to 10 minutes before“Hey Sarah, your advisor will give you a ring in a few minutes.”
VI.See it in one thread

An example, not a script.

Real messages follow each lead’s answers and your hours. This one picks up after the first text. Names, times and details change. The rules do not.

SarahWe’ve been with them a few years.
Your agencyThanks Sarah. What’s the address of the home? It lets us pull up most of the details ourselves.
Sarah12 Maple Drive, Mesa.
Your agencyPerfect. Roughly how old is the roof? A ballpark is fine.
SarahAbout 8 years. Renews in June.
Suggesting the callThanks Sarah, that’s really helpful. There are a few more details we need, and they’re usually quicker over the phone. Would Tuesday at 10am or 2pm work for a short call? If you’d rather keep it to text, no problem — we can send a quick list instead.
Sarah2pm works.
BookedPerfect, thanks Sarah. You’re all set for Tuesday at 2pm. Your advisor will call you on this number. If anything comes up, just text me back here.
VII.What we set up with you

It should sound like your agency, and stop where your licence starts.

Who takes the calls

Your booking calendar, if you want times pulled from it, and the person those calls belong to.

Hours and time zone

Yours, if they are not 9am to 5pm, Monday to Friday.

Lines and form questions

The insurance you want leads for, and the questions already on the form, so it asks the right next thing and never repeats.

Handoffs

Who receives the summary and the alert, with a name and the best way to reach them.

Text registration

Business details mobile carriers require before texts can go out.

Words to avoid

Anything you would rather a lead never hear from you.

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