Engagement Layer for Insurance Operations
Every workflow begins with a conversation. The Engagement Layer in the Selectsys Value Flywheel transforms incoming emails, portal submissions, and chat requests into structured, trackable tasks.
It bridges communication tools and operational systems, ensuring that every customer message becomes actionable work inside Expert Insured (EI), RQB, or BPO Pods with SLA and audit tracking.
What the Engagement Layer Does
The Engagement Layer consolidates multiple communication channels into one intake stream.
Core functions:
- Captures emails, phone logs, chat notes, and portal submissions.
- Converts communication into tasks or queue items inside EI.
- Auto-tags by line of business, client, or carrier.
- Syncs attachments to account records for future access.
- Routes messages automatically based on keywords or sender.
It eliminates lost emails and missed follow-ups by converting unstructured communication into structured work.
Connected Communication Channels
- Email to Task: incoming producer emails converted directly into EI tasks.
- Portal Intake: submissions from client portals routed into queue with metadata.
- Chat Notes: recorded and attached to client records for audit.
- Phone Logs: integrated through VoIP or CRM connectors.
All interactions are linked to the account record for full traceability.
Integration with AI OCR, Triage, and RQB
- AI OCR: extracts data from attachments automatically.
- Submission Triage: scores completeness and routes tasks by appetite.
- RQB: pre-fills submission and quote fields directly from the engagement data.
- EI (Policy Admin and Forms): stores communications, attachments, and history.
- BPO Pods: manage inbound queues and ensure SLAs for response time.
The Engagement Layer ensures that nothing received by email or chat stays untracked.
Interlooping with the Value Flywheel
The Engagement Layer initiates the Value Flywheel:
- → AI OCR: provides documents and attachments for extraction.
- → Submission Triage: routes structured data into qualified queues.
- → RQB: triggers quoting workflows once triage completes.
- → EI: logs all communications and documents.
- → BPO Pods: execute service and intake tasks.
- ← Control Tower: monitors incoming volume and response time metrics.
Explore the full Value Flywheel →
Key Benefits
- Zero missed emails or submission follow-ups.
- Seamless conversion of communication to structured tasks.
- Unified communication history within EI and RQB.
- Faster response times and better SLA compliance.
- Real-time visibility in Control Tower dashboards.
Use Cases
- MGAs centralizing producer communication and portal submissions.
- Carriers routing service requests to credentialed teams.
- Wholesalers converting high-volume inboxes into managed queues.
- Agencies tracking chat and phone interactions as auditable records.
Security and Compliance
SOC 2 Type II certified environment.
All communications logged and encrypted in storage.
Role-based access to message archives.
Full audit trail for compliance and dispute resolution.
Measured Impact
- 100 percent capture of inbound communication.
- 20 to 30 percent faster initial response time.
- Reduction in lost or duplicate tasks.
- Improved collaboration between front-end and back-office teams.
Start a Pilot
Selectsys can configure the Engagement Layer for your organization in 7 to 10 business days with your current email, chat, and portal systems.
Related Reading
- AI OCR
- Submission Triage
- RQB
- Expert Insured (Forms System)
- BPO Operations
- Control Tower
- Value Flywheel Hub
FAQs
What is the Engagement Layer?
The first stage of the Value Flywheel that captures emails, chats, and portal submissions and converts them into tasks inside EI and RQB.
How does it reduce lost submissions?
By automatically logging every incoming communication as a task or queue item, ensuring nothing remains untracked.
Can it integrate with existing systems?
Yes, through API connectors and automation bots for email, chat, and VoIP systems.
How quickly can it be implemented?
7 to 10 business days for a pilot using your current channels and systems.
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