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Built into the CRM, not bolted onto it

Shared Team Inbox for an Insurance Agency's Business Number

An agency's business number carries three unrelated jobs at once. A fresh enquiry about health cover for a family of four. A renewal question about a policy somebody else services. And a client at eleven at night saying his car has been hit on the highway. On one handset those are a single undifferentiated list of unread chats. In a shared inbox each is a conversation with an owner, sitting against the client record and the policies it belongs to.

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A number that lives in one person's pocket

When the agency number is a handset or a shared login, two people answer the same client differently on the same afternoon, and a message that arrives while an executive is on leave is read once and never returned to. On the day that person resigns, the conversation history for a few hundred clients leaves the building with the device, and what remains is a policy register with no memory of anything that was said.

Urgency is the second issue. A renewal query can honestly wait until tomorrow. A claim intimation cannot, because the client is judging the agency at the exact moment it is least visible, and the intimation, the surveyor and the garage all sit on a clock. In one unsorted list, the eleven pm message is buried under forty newer ones by nine the next morning.

Every conversation has an owner and a record behind it

The official business number connects once and the whole desk works from it. Conversations are assigned by rule, whether by product, territory or the agent who sourced the client, and an open one is visibly in progress so two people do not reply over each other. Each thread sits against the client with their policies, expiry dates and last call alongside.

Internal notes let a senior tell a junior how to word a claim status reply, unseen by the client. First-response targets flag whatever has gone unanswered, claim threads can be marked so they rise above renewal chatter, and open conversations reassign in bulk when someone goes on leave. The history stays with the agency rather than with a handset.

More on the capability itself: Shared Team Inbox. More on this industry: CRM for insurance brokers.

The message that arrives at eleven at night

A client messages the agency number late at night to say his car has been hit and he does not know what to do first.

  1. 1The message opens against his record showing the motor policy, insurer and claim history.
  2. 2An after-hours reply confirms receipt and points him to the insurer's own intimation helpline rather than leaving him waiting.
  3. 3At nine the thread is assigned to the executive who services motor claims, not read and abandoned by three people.
  4. 4That same thread carries the intimation reference and the document checklist, and is where the renewal conversation happens eleven months later.

One price, one plan: ₹899/user/month + GST on annual billing. The Free Forever plan carries one user and 200 leads with no card and no expiry, which is enough to run this workflow on your own data before anyone signs anything.

What else this team uses

The same capability, other industries

Questions teams ask

Try it on your own data

Import a list, run the workflow above, and see what it looks like with your names on it. Setup takes 15 to 30 minutes.

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