CSR Guide

Primary Surfaces

• Message Center
• Leads
• insurance follow-up navigation

First Training Sequence

1. Read the Message Center section in the Application Manual.
2. Read Handling A New Inbound Thread.
3. Read Working Insurance Follow-Ups.
4. Read Searching And Updating Contacts.

Key Rules

• verify the correct company number before sending
• review follow-up context before closing or reclassifying a thread
• do not assume a call is available if another user already owns the thread’s active caller state