Client Service Agent

Automate COI requests and policy changes

Client Service Agent

The Client Service Agent handles routine client requests: certificate of insurance (COI), endorsements, and policy questions.

Supported Requests

| Request Type | Agent Action | Status | |--------------|--------------|--------| | COI Request | Generate + email COI | Live | | Endorsement | Route to carrier, track status | In Progress | | Address Change | Update client record, notify carrier | Planned Q2 | | Coverage Increase | Quote new limits, send to client | Planned Q2 |

How It Works: COI Automation

When a client emails requesting a certificate:

  1. Agent Detects Email — Incoming email with keyword "COI" or "certificate"
  2. Retrieves Policy — Finds active policy for that client
  3. Generates COI — Creates ACORD 27 (COI form) auto-populated from policy
  4. Emails COI — Sends to client within 5 minutes
  5. Notifies You — "COI sent to [Client] for [Policy]"

You can override or manually generate COI anytime.

Configuration

Go to Settings > Agents > Client Service Agent:

| Setting | Default | Options | |---------|---------|---------| | Enabled | Yes | Yes/No | | Auto-Generate COI | Yes | Yes/No | | Auto-Send COI | Yes | Yes/No | | Alert for Complex | Yes | Alert if 2+ policies or special forms needed | | Response Template | Default | Custom email template |

Workflow Examples

Simple COI Request

Client emails: "I need a certificate of insurance for my homeowners policy with State Farm"

Agent:

  1. Identifies active homeowners policy
  2. Generates ACORD 27
  3. Emails COI to client
  4. Notifies you: "COI sent"

Time: < 5 minutes. You review notification.

Complex COI Request

Client emails: "Certificate for both auto and homeowners, include additional insured for my mortgage lender"

Agent:

  1. Detects multiple policies
  2. Identifies additional insured requirement
  3. Alerts you: "Complex COI request — needs manual review"
  4. Waits for your approval
  5. You generate both COIs with special instructions
  6. Agent tracks completion

Time: 15–30 min. You have full control.

Custom Response Templates

Customize the email template agent uses:

  1. Go to Settings > Templates > COI Response Email
  2. Edit:
    • Greeting — "Hi [Client Name],"
    • Body — "Your certificate is attached..."
    • Attachments — COI form, coverage summary
    • Signature — Your name/title

Example:

Hi {{client_name}},

I've attached your certificate of insurance for {{policy_type}}.
It's valid from {{effective_date}} to {{expiration_date}}.

If you need any changes, just reply to this email.

Best,
{{agent_name}}

Escalation Handling

If the agent can't generate COI (e.g., policy info missing):

  1. Agent flags the request
  2. Sends you alert: "COI request escalated — missing policy details"
  3. You provide info or override
  4. Agent processes

Limitations

The agent cannot:

  • Bind endorsements (requires carrier processing)
  • Make coverage recommendations
  • Handle claims questions (routes to support)

Next: Explore Retention Agent and New Business Agent.

Last updated: Recently