Channel capture
Website forms, live chat, tickets and relayed email or messaging arrive through one governed boundary.
Customer 360
One customer. One thread. One history.
Insurance conversations sprawl across inboxes, phones and forms. i23 pulls inbound interactions into the workspace, works out who they belong to, and keeps the account history in one continuous timeline.
Message in01
Identity resolved02
Intent understood03
Customer 36004
Follow-up05
The problem
The conversation and the record live in different places.
- Emails sit in one person's inbox and nowhere else
- A website enquiry arrives with no link to an existing customer
- Nobody can see what was already promised to the insured
- Follow-ups depend on someone remembering
- The same question gets answered twice, differently
The approach
Interactions become records, attached to the customer.
Every inbound interaction is captured as a governed record. i23 resolves the sender against the people and companies in your workspace, states how confident it is, and asks rather than guesses when it cannot tell. The thread then stays attached to the account, alongside the submissions, policies and claims behind it.
Identity resolution
Senders are matched to contacts and companies, with confirmed, likely, uncertain or not-found stated in words.
Intent extraction
What the customer is actually asking for is captured as structure, not left buried in prose.
Thread continuity
Replies join the existing conversation rather than starting a new orphan record.
Unified timeline
Interactions sit alongside submissions, quotes, policies, renewals and claims on the same account.
Follow-up tracking
Open commitments are tracked as work, surfaced on the operating desk until they are resolved.
Truthful delivery state
Outbound status reflects what the transport actually reported. Nothing is marked sent on assumption.
Integration health
Channels report their real connection state, so you know what is live and what is not.
Full audit
Who saw it, who replied, what was approved and when — recorded on the record itself.
Workflow
How it moves through the platform
- Captured
- Identified
- Understood
- Prepared
- Approved
- Recorded
- Anyone can pick up an account and see the whole story
- No enquiry lost between inbox and CRM
- Commitments to customers are tracked, not remembered
- Consistent answers across the team
- Service history that survives staff changes