Intake by Voice and Email, Now Available in FurtherAI

FurtherAI now handles agency intake by voice and email. When a client calls the agency or emails the service inbox, FurtherAI picks it up, understands the request, finds the account, and carries the work through to completion. Your team approves wherever it's needed.

The result: every call and email gets handled, service teams keep up without adding headcount, and clients get what they asked for the same day.

Why service requests pile up at agencies

A lot of an account manager's day goes to requests that arrive one at a time: a certificate for a new contract, a question about coverage, a change to a policy. Each one comes in by phone or email, and each one starts the same way. Someone has to work out what the client needs, find the right account, pull the right documents, and log the work in the agency management system.

The work isn't hard, but it's constant, and it competes with renewals and new business for the same people. When volume spikes, requests wait, and clients notice. A certificate that arrives late can hold up a client's contract or their access to a job site.

How voice and email intake works

FurtherAI sits on the channels your clients already use, so nothing changes for them. Here's what happens when a request comes in:

1. It picks up the request. FurtherAI answers the call or reads the email in the service inbox.
2. It understands what's being asked and captures the details needed to act on it.
3. It finds the account and matches the request to the right policy documents.
4. It brings in your team where needed. An account manager is tagged for input or approval before anything goes out.
5. It completes the work in your agency management system.

Covering both channels matters. Plenty of clients still pick up the phone when they need something quickly, especially a certificate with a deadline attached. Others email the shared service inbox, where requests can sit behind newer messages. With voice and email intake, requests reach the same workflow however they arrive.

Example: a certificate of insurance request, start to finish

Certificate requests are a good example: clients usually need them quickly, and the steps barely change from one request to the next.

A client calls asking for a certificate of insurance (COI). FurtherAI captures who needs the certificate and why and matches the request to the right policy documents on the account. It tags an account manager for input, and once the account manager approves, FurtherAI issues the certificate in the agency management system. The account manager makes the call on what goes out. FurtherAI does the legwork around that decision. 

For how certificates fit into the wider broker workflow, from submission through renewal, see our post on the FurtherAI Broker Workspace.

What this means for your service team

Every call and email gets handled, even when the team is busy. Requests don't sit in a voicemail box or an unread folder until someone has time.

Service teams keep up with volume without adding headcount, and account managers spend their time on the decisions and client conversations that need them. Clients, in turn, get what they asked for the same day.

Because an account manager approves before anything goes out wherever it's needed, faster service doesn't mean giving up control over what reaches the client.

Want to see it on your own service inbox? Book a demo with FurtherAI.