Settings to use
Open Settings, Agent tab. Set Industry to Custom and Personality to Professional: polite and efficient, no filler. Insurance is a trust purchase, and plain and polite reads as trustworthy.
None of the built-in industries is insurance. With Custom, the setter treats your questions and playbook as the source of truth, and on anything they do not cover it says it will check with the team instead of guessing.
Add one line to System prompt override, which is added to the setter's instructions for your workspace: Never quote a premium or give coverage advice. A licensed agent does that on the call.
Qualification questions
Paste these into Qualification questions, one per line. The setter asks one of these per conversation, the one it needs to book, then offers two times. A money question always comes last.
- When does your current policy renew?
- What kind of coverage are you looking for: auto, home, life, or something else?
- Who needs to be covered: just you, or family too?
- Any claims in the last few years?
Objection playbook
Paste these into Objection playbook and replace anything in square brackets. On a real objection the setter first asks one short question to find the actual reason, once per conversation. The next turn it answers from your entry in one sentence and offers two times again.
- Quote or price: A licensed agent pulls real numbers on the call. I can't quote a premium by text.
- Happy with my current carrier: Worth a second look before renewal. If yours is better, you keep it.
- Don't want to share details by text: You don't need to. The agent covers the details on the call.
- Shopping around: The call gets you a real number to compare.
- Which carriers: We work with [your carriers, or: several carriers, and the agent compares them on the call].
A sample thread
What a booked thread looks like with these settings. Each setter line goes out as its own text.
- Lead: need a quote on auto, my premium just went up a lot
- Setter: We can look at that
- Setter: When does your current policy renew?
- Lead: 3 weeks
- Setter: Enough time to compare. Tue 1pm or Thu 4pm ET?
- Lead: can you just text me a price
- Setter: Can't quote a premium by text, a licensed agent pulls real numbers on the call
- Setter: Tue 1pm or Thu 4pm ET?
- Lead: thu
- Setter: Thu 4pm ET, locked in
- Setter: Who do I put it under?
- Lead: Dan
- Setter: Thanks Dan. What's a good email to shoot the invite to?
- Lead: dan@example.com
- Setter: I'll send the invite there. See you Thu
What to leave out
Three things to keep out of your questions and playbook.
- Identity and payment details. The setter never asks for government identification or card details, so leave license and policy numbers for the call.
- Premium figures. Even a rough one reads as a quote.
- Eligibility rules you have not written down. A question about eligibility your playbook does not settle gets handed to your team.
Questions people ask
- Which Industry should an insurance agency pick?
- Custom. None of the built-in industries is insurance. With Custom, your questions and playbook are the source of truth, and the setter checks with your team on anything they do not cover.
- Will the setter quote a premium?
- No. It never invents a price, and with the one-line instruction in System prompt override it will not advise on coverage either. A licensed agent does both on the call.