Communications
Unified email and SMS in one intelligent interface. AI classifies every message, scores priority, routes to the right person, and drafts context-aware replies — so nothing falls through the cracks.
Insurance agency communication is relentless. A mid-size brokerage receives hundreds of emails every day: certificate requests from clients, policy documents from carriers, endorsement confirmations from underwriters, claims status updates, payment reminders, quote requests from prospects, and marketing newsletters that bury the urgent messages beneath noise. Add SMS and phone call follow-ups, and your team is spending more time managing communications than managing risk.
The fundamental problem is not volume — it is context. A renewal confirmation email from Hartford means nothing until it is connected to the right client, the right policy, and the right producer. In a traditional workflow, a CSR reads the email, identifies the client, opens the AMS, navigates to the policy record, manually logs the activity, and then responds. That process takes 3 to 5 minutes per email. Multiply by 200 emails per day and your team is burning 10 to 16 hours daily on email administration alone.
PrizMova's Smart Inbox eliminates the busywork by bringing intelligence to every message that enters your agency.
Every communication channel flows into a single interface. Emails from your agency addresses, SMS messages from your business lines, and internal notes all appear in one chronological stream per client. No more switching between Outlook, your AMS, a texting app, and a shared inbox tool. When a client sends a text asking about their deductible, it appears in the same thread as their last email about the same policy. Context is preserved across channels automatically.
Every incoming message is analyzed by ARIA and classified into one of over twenty insurance-specific categories: certificate request, claims report, endorsement request, billing inquiry, renewal question, new business submission, coverage question, cancellation request, policy change, document delivery, and more. Classification is not based on simple keyword matching — ARIA understands context. An email that says "I need to add a driver" is classified as an endorsement request, not a generic inquiry. Classification accuracy exceeds 95% and improves continuously as your team confirms or corrects predictions.
Not every email deserves the same response speed. PrizMova assigns a priority score from 1 to 100 based on multiple factors: message urgency signals (words like "ASAP," "urgent," or "cancellation"), client value (premium volume and tenure), policy status (is their renewal coming up?), open claims, and time sensitivity (a COI request for a closing tomorrow outranks a general inquiry). Your team sees the highest-priority messages first, ensuring that the most important clients and the most time-sensitive requests get immediate attention.
When a message arrives, PrizMova identifies the client (matching by email address, phone number, or name) and routes the message to their assigned producer or CSR. If the message involves a claim, it routes to the claims handler. If it is a billing question, it routes to accounting. Routing rules are configurable per agency, and fallback assignments ensure that no message sits unowned. When a team member is out of office, their messages automatically redistribute to their designated backup — no manual forwarding, no dropped balls.
For common message types, ARIA generates a draft reply pre-populated with accurate client and policy data. A certificate request triggers a draft that confirms the certificate will be issued, references the correct policy number and carrier, and asks the recipient to confirm the certificate holder details. A renewal inquiry generates a draft that includes the current premium, the renewal date, and a prompt to schedule a review call. Your CSR reviews, edits if necessary, and sends — reducing response time from 5 minutes to 30 seconds while maintaining a personal touch. Every draft is clearly marked for human review before sending.
ARIA scans every incoming message for embedded action items and converts them into trackable tasks. An email that says "Please add my new warehouse at 450 Industrial Blvd to our property policy" creates a task for an endorsement request with the specific address pre-filled. A message that mentions "I need a certificate for the Johnson project by Friday" creates a task with a Friday deadline. Action items appear in the team task queue alongside policy-linked context, so nothing requires your CSR to remember a to-do from an email they read three hours ago.
Every message in the Smart Inbox is automatically associated with the corresponding client record in PrizMova. ARIA matches incoming messages by sender email address, phone number, domain, and content analysis. When a message arrives from a new contact at an existing client's company, PrizMova recognizes the domain and suggests the association. All linked messages appear in the client's activity timeline, giving any team member instant access to the full communication history — even if they were not the original recipient. When you open a client record, you see every email, text, note, and call log in chronological order alongside policy events, claims updates, and billing activity.
The Smart Inbox dashboard gives agency managers visibility into communication health across the entire team. See average response times by CSR, message volumes by category, unresolved threads older than 24 hours, and client satisfaction indicators derived from communication patterns. Identify bottlenecks before they become client complaints. Spot training opportunities when a CSR consistently takes longer on endorsement requests. Ensure that no client message goes unanswered for more than your agency's SLA target. The dashboard is not about surveillance — it is about giving your team the information they need to deliver consistently excellent service at scale.
Related Features
ARIA powers the intelligence behind Smart Inbox — classification, priority scoring, draft replies, and action item extraction all run on PrizMova's AI agent.
Every message auto-links to client records. Open a client profile and see their complete communication history alongside policies, claims, and billing.
Renewal outreach emails sent through Smart Inbox are tracked, and client responses automatically update the renewal workflow status.