Review a quote inquiry and assign follow-up

A customer asks about cover and the team needs to route the inquiry to the appropriate person. Keep the contact, broad request and next conversation together.

Before you start

Use an authorized workspace with Form builder and Pipeline follow-up enabled in Plugins. Both start disabled. Choose who will review responses and own the resulting opportunities. A connected mailbox is needed only when you send a reply.

Explore the fictional workspaces to see the shared interface. There is no dedicated demo for this industry; the example adapts existing capabilities rather than claiming a preconfigured industry product.

Work through this example

A fictional business owner asks about renewing coverage and provides a renewal month. The agency needs to route the inquiry to the right person.

Capture. Name, email, broad coverage category, renewal month and preferred callback time.

Decide. Assign the appropriate licensed specialist to review the request in the agency’s established process.

Hand off. Record the next conversation and owner while keeping policy, quotation and binding decisions in the approved system.

Complete the workflow

1. Include a name and usable email address so the reviewed response can be linked to a customer. Open Forms and create a draft called Insurance quote inquiry. Include contact email, broad product category and callback preference.

2. Preview the form, save it and publish its share link. Submit one fictional example through that link before using it with customers.

3. Open Responses, review the example and accept the appropriate response into the pipeline. Check the matched contact instead of creating a second record for the same person.

4. Open the resulting opportunity in Pipeline. Record an owner and the next action: Assign the inquiry to an authorized team member.

5. Enable and run Pipeline follow-up from Plugins. Use its findings to review stale opportunities or overdue next actions, then update the source record. The report itself does not send a message.

Check the result

The accepted response is represented in the pipeline with the correct customer context and a recorded next action. The follow-up report gives the owner a reason to inspect a record when its update or next action becomes overdue.

Adapt it for your business

Connect an agency-management system through an adapter; quoting, underwriting and eligibility decisions require their own implemented services.

For a coded variation, use Build an extension and include this example’s decision, owner and completion check in your development brief. Keep customer identity and task history in the shared services.

What to check

If a response cannot be accepted, check for a usable email address and whether it was already reviewed. If the report is empty, inspect its coverage and the opportunity dates. To send a reply, open the conversation and verify the sender connection and recorded send result.

Plugins must be enabled for their operations to run. Hosted infrastructure and connected providers may have costs; AI conversations use your configured model. Keep each human decision required by the action’s policy, and verify the result in the source screen before relying on it.