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Use case · Brokers and claims intake

Collect the facts without deciding coverage

An hiify.ai agent can collect policyholder and incident details, answer factual process questions from approved sources, and book or transfer to a licensed person. It does not interpret coverage.

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From first hello to handoff

The whole conversation, made explicit.

Each part is visible in the builder. You decide what the agent asks, which source it trusts, what connected action it can take, and when a person takes over.

01

Incoming moment

A policyholder or prospect calls with a claim, servicing, or appointment request.

02

What the agent understands

  • The request type, contact details, and incident or policy fields defined by the firm
  • Factual process and product information in approved sources
  • Whether the question requires a licensed person or adjuster
03

What it can do

  • Collect a structured first-notice-style summary
  • Book a callback through a connected scheduler
  • Save a CRM contact and transfer coverage questions
04

Human handoff

Coverage, liability, settlement, recommendation, and claim-decision questions go to licensed or authorized staff.

The agent does not bind coverage, interpret a policy, or give legal or financial advice.

Operational change

What the team gets after the call

Not a promise of automatic outcomes. A clearer path from an incoming request to the next accountable step.

  1. 01

    Complete intake fields

    The conversation follows the incident or service questions the firm defines.

    Visible in the workflow
  2. 02

    Controlled process answers

    The agent uses approved policy and claims process content for factual questions.

    Visible in the workflow
  3. 03

    Licensed-person routing

    Coverage and recommendation requests take a clear human path.

    Visible in the workflow
Example flows

Two ways a insurance call can move

These are grounded examples, not live simulations. Each step maps to a builder block you can configure, connect, and publish.

Incident intake

A policyholder calls to report an incident and asks what happens next.

  1. 01

    Understand

    The agent collects the configured incident fields and shares only approved process information.

  2. 02

    Act

    It books an adjuster or agent callback and saves the contact context.

  3. 03

    Hand over

    Coverage and liability questions go to an authorized person.

  1. Collect incident facts
  2. Answer process FAQs
  3. Book callback
  4. Save the contact
Coverage question

A caller asks whether a particular event or item is covered.

  1. 01

    Understand

    The agent recognizes that the question requires policy interpretation.

  2. 02

    Act

    It transfers to the configured licensed team or books a follow-up.

  3. 03

    Hand over

    The person receives the caller’s question and intake context.

  1. Recognize coverage boundary
  2. Collect the question
  3. Transfer or book
  4. Record context

Inside the product

A workflow your team can inspect.

The builder keeps incident intake, approved process knowledge, scheduling, and coverage boundaries visible.

hiify.ai · example workflow
hiify.ai builder showing a published front-desk agent with branching knowledge, appointment, and CRM steps
Real hiify.ai product screenshot. Example workspace data is shown.

One buildable path · Incident intake

  1. CollectCollect incident facts
  2. KnowledgeAnswer process FAQs
  3. AppointmentBook callback
  4. CRMSave the contact
Supported tools

Connect the step to the system that owns it

A practical starting set for insurance workflows. Connect only the apps your team uses.

  • Cal.comAvailability, booking, changes
  • HubSpotCRM contact and call context
  • SalesforceCRM contact capture
  • Dynamics 365CRM contact capture
  • TwilioPhone numbers and configured SMS
  • GmailConfigured email action

Availability, booking, lookup, changes, cancellation, and waitlist support vary by provider. hiify.ai exposes only the actions supported by the connected provider and enabled in the published flow.

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Related industries

Same building blocks, different incoming moments

Compare how another team combines intake, knowledge, connected actions, and human handoff.

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Next step

Build a insurance workflow

Start with the incoming moment, add approved knowledge and supported actions, then define the human handoff.

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