Small messages that add up to the whole job
Every one of these messages is individually trivial and collectively the entire servicing workload. An executive looking after eight hundred policies is expected to remember a payment link chase on day two, a document reminder on day four, and a status note whenever a claim moves a step. In practice those go out after the client asks first, which is precisely the wrong order and precisely how an agency starts to feel unresponsive.
When they do go out, they go from personal handsets with no trace. The client says the link never arrived and there is nothing to check. Another client asks why he has been messaged three times about a policy he renewed elsewhere a fortnight ago, and nobody can see that a colleague already recorded it. The messages were sent; the record of them was not.
Triggers on the record, handover to a person
Flows fire on fields and stage changes belonging to one policy: expiry date minus a set number of days, payment link unpaid after forty-eight hours, document requested and not received, claim status updated. The approved template carries the specifics merged from that record, meaning the vehicle registration, policy number, insurer and date, so it reads as servicing rather than marketing.
A reply pauses the flow and drops the conversation into the shared inbox with the full history attached, so the handover from automation to a person is invisible to the client. Suppression conditions keep messages away from anyone already renewed, opted out or in the middle of a claim, and every send is logged against the policy.
More on the capability itself: WhatsApp Automation. More on this industry: CRM for insurance brokers.
A payment link that goes quiet
A health renewal is agreed on the phone on Tuesday and the payment link goes out the same afternoon.
- 1Forty-eight hours later, unpaid, one approved reminder names the policy and its expiry date.
- 2Still unpaid on day four, the flow raises a task for the executive rather than sending a third message.
- 3The client replies asking for next week, the sequence pauses, and the thread opens in the inbox with the call note attached.
- 4Payment is recorded, every remaining step stops, and the case moves to issued.
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