WhatsApp for insurance agencies: a shared team inbox inside the CRM
WhatsApp in Financi is a shared conversation inbox for the agency team, tied to leads and the client card. The team assigns chats, sends campaigns, requests documents and sees analytics, all from inside the system.
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What it does
A shared inbox for the team: campaigns, chat assignment, document requests and analytics.
A shared inbox
The whole team works in the same inbox. On each chat you see whether it is assigned to an operator or still unassigned.
Chat assignment
Assign a chat to an agent or operator. When the chat is tied to the lead, follow-up survives a change of person.
Campaigns
Send campaigns from the system. Proactive messages are subject to consent and messaging requirements, so check with your compliance officer what you may send and to whom.
Document requests
Ask the customer for documents from inside the chat. When a signature is needed too, a link to a form beats a thread of files.
A signing link
Send the customer a short link to a form. They fill in and sign on their phone, with no login and no app.
Analytics
From the same system you can see analytics of the inbox activity, instead of guessing what happens in the chats.
All on the same card
Tasks, calls and WhatsApp messages are recorded on the same client card, so the agent and the operator see the same picture.
How a conversation moves through the inbox
An example of the flow as it appears in the visual demo.
- 1
A chat arrives in the shared inbox
A customer writes, for example “can you check my pension?”, and the chat appears to the whole team.
- 2
Assign it to an agent or operator
The chat gets an owner, and you can see who is handling it.
- 3
Request a document or send a signing link
A document request or a short link to a form, from the chat itself.
- 4
The customer signs and the document is saved
The process closes and the signed document is saved to the client's file.
How it fits the rest of the suite
WhatsApp is not a separate tool: chats, tasks and calls are recorded on the same client card, a signing link leads into forms and e-signing, and what is handed to operations sits in the same database the operator works in.
Overview of the whole system (all six modules on one client card). Support centre and FAQ
The other modules
- CRM & processesLeads, customers, policies, processes and tasks, with commissions, calendar and role-based permissions.
- Forms & e-signingThe customer fills in and signs with a finger from a phone, no login, and a signed, sealed PDF comes back.
- Clearing house & Har HaBituachOrder and pull the customer's pension and insurance data, unified in one card.
- Operations (Ops)Work management with operators: processes, tasks and statistics, wired straight into the CRM.
Keep reading
- A Shared WhatsApp Business Inbox for an Insurance Agency Team: How to Do It Righthow to set up a shared WhatsApp inbox for the team
- How to Cut Lead Response Time in an Insurance Agency: Measurement, Routing and a Routinemeasurement, routing and a routine that cut response time
- Speed to Lead: Discipline Measured in Minutes, Not Dayshow to respond fast to a new lead
Who it is for, and when it makes sense
- Teams where more than one person talks to the same customers: agents and operators.
- Agencies that want follow-up on a lead not to vanish when the person changes.
What it does not do, and limits
- Proactive messages to customers are subject to consent and messaging requirements. What you may send and to whom depends on the law and your own procedures, so check with your compliance officer.
- WhatsApp is not a replacement for a signed form: a document that needs a signature goes out as a link to a form, not as a thread of files.
Frequently asked questions
What can I do in WhatsApp from inside Financi?
There is a shared team inbox: campaigns, chat assignment, document requests and analytics.
How does a WhatsApp chat relate to the lead and the client card?
Tasks, calls and WhatsApp messages are recorded on the same card. When all of that is tied to the lead, follow-up survives a change of person.
Can I send a customer a form to sign from a chat?
Yes. The agent or operator creates a link and sends it, on WhatsApp or by SMS. The customer fills in and signs with a finger on their phone, with no login and no app, and the system returns a signed, sealed PDF.
Can I send campaigns to customers?
The shared inbox has campaigns. Proactive messages are subject to consent and messaging requirements, so check with your compliance officer what you may send and to whom.
Who on the team sees the chats?
Permissions are role-based: everyone on the team sees what the role you gave them allows.
How do we start?
Book a demo, walk through the system with your team, and match the plan to the agency's size.
Want to see it on your agency?
Book a demo, or write to us directly. We go through the system with your team, not a generic tour.
Financi is a CRM for insurance and pension agencies, by Shavve.
