Communication Center📶

Communication Center📶

Communication Center: A Comprehensive Overview 👥

EVA🤖

• Account Summary *New!

• Text message response💬

• AI Email Assistant- Generate content with EVA💡

• EVA Account Summary AI Issues- Unable to access services, this is occurring due to token size. Tokens are like building blocks for language; they are chunks of text that language models process. Basically there is too much activity on an account for it to handle (they are working on increasing our size)

Communication Center Settings

• Text messages (applicant and co applicant)

E-mail Campaigns

Quote by Text

• Quote by Text Beta

Unresolved text messages/phone calls

Communication Center - 13 April 2023

• Make sure to search the correct phone number with no dashes or parentheses. 🔎

• Here are some examples and what to be on the lookout for. Text messages matching multiple accounts and also unknown accounts. 👀 We also have the team in the background trying match the text messages to the right account in the background with this process 🕵️‍♀️

• You will not receive email notifications of this, the best thing to do is possibly merge the accounts or have different numbers for different accounts 💡

• Everyday the operations team will send an email to the whole agency alerting you of unresolved text messages that they saved to the appropriate account in Ezlynx. A task will NOT be assigned to you.🚨

  • Multiple Accounts

  • This is what happens when you search that number

  • Unknown Number

How to Process Unresolved Text Messages

• Log in to Ezlynx 💻

• Check the unresolved messages in communications center or on the home page, look for the text messages

• There are text messages that have not got a reply. Select the text messages beside the date range📅

• Duplicate the EZlynx window so you could have the communications center tab open and the other window is for searching who is the insured🔍

• Copy the phone number from the unresolved messages window and paste on the other window to search or see the corresponding Insured.📋

• Once you see the insured, copy the name and go back to the unresolved messages window, click the 3 dots under Actions and select assign to Applicant

• Then input to the ‘assign to’ search field the named insured and select once populated

  • If you cannot see the insured or it's just a random text just delete it by clicking the 3 dots under Actions and select Delete❌

  • If there are 2 insured with the same phone number, look at both if there are activities regarding those accounts. Always pick the active one. Pro Tip 💪🏼 If there is inactive account with the phone number in there please delete the phone number from that account)

  • If there are two accounts and the other one is inactive for less than a year, make sure to link both applicants to one another first before deleting the number.🔗

  • If we got a text from an insured through a different number, please add this number as the home number. 🏠

  • When we received message from insured’s client regarding a claim who do not have an account with Streetsmart, you may match this unresolved log to the insured’s account and assign a task to Agent📝

  • When we receive a message from a potential prospect without an account in EZLynx yet, follow the similar process in Mail/ Hello/Document Retrieval to assign to Gabriela to review. Email her about the account.✉️ 

  • When we received message from customer of insured requesting for COI, we can assign this unresolved text to the applicable insured and assign a task for Ysobel Gabrielle📄

• When done with these processes send an email to StreetSmart@streetsmart.insurance stating:
  Hello,
  
  We have saved text messages associated with the following accounts:
  
  Give a list of accounts you saved text messages to
  Unknown accounts
  
  Please review your applicant to make sure we respond in a timely manner. We did not respond on your behalf.

• Repeat the steps to all the phone numbers on the unresolved messages.🔁

Note:

• Check the unresolved texts during the afternoon 

• Assign tasks to agents or whoever was texting back and forth with the client so they do not forget.