Mav Voice, our AI voice agent for insurance agencies is officially here. Since Mav's beginnings, we've been the platform that texts. In 2022, we launched Party Lines, and enabled Mav to hand off live call transfers to licensed agents. We still see the numbers: text-first performs better and is preferred by the majority of end users. But we've heard our clients (and their customers) loud and clear, they want more voice capabilities from Mav, too.
Every agency owner we work with runs into the same two problems that Mav Voice solves. A lead calls in after hours and lands in voicemail (or sent to corporate). A hot lead goes quiet after the first text or two, and nobody has time to chase them back down.
Mav Voice works in two directions. Inbound Voice answers calls when a rep isn't available. Outbound Calling re-engages leads that go dark. Both run on top of Party Lines (Mav's live-transfer product), so when a human is available, the lead gets a human. When a human isn't, Mav picks up the phone.
Inbound Voice is Mav's AI voice agent that answers incoming calls to a client's phone number when a live rep isn't available to take the call. When a lead calls in and can't be connected to a human, instead of hitting voicemail or a dead end, they're greeted by Mav's voice agent, which qualifies them on the spot and hands the details back to the client's team, just like the Mav SMS experience.
Inbound Voice is a layer beneath Party Lines: if the Party Line can connect a rep, the caller gets a human; if not, Inbound Voice picks up so no lead is lost.
When a caller reaches the AI agent, it can:
Answer the call with a branded, TCPA-compliant greeting ("thanks for calling {business name}, this is a digital agent on a recorded line…").
Identify intent, whether the caller wants an insurance quote or another type of support.
Qualify the lead conversationally: full name, vehicles, location, residence (rent/own), current insurance status and policy length, and a confirmed callback number.
Sync data back in real time. Qualification details are written to the lead record as the conversation progresses, so reps see them immediately.
Capture a callback request if the caller can't finish or is calling off-hours, flagging the lead for urgent follow-up.
Transfer to a support line when the caller needs a human for something outside the quote flow.
Who can use Inbound Voice:
Mav clients who want to make sure every inbound lead is engaged and qualified even outside staffed hours or when reps are busy with other calls.
Insurance agents working for a Captive agency. Inbound Voice helps agents capture calls from leads that might otherwise have been directed back to corporate for calling in after hours.
Teams that already rely on Party Line for live transfers and want a safety net for missed calls.
Problem | Solution | Result |
|---|---|---|
Lost after-hours leads | 24/7 Smart Intercept | +15% new policy opportunities |
Missed calls = lost commissions | Automated SMS + callback scheduling | No missed opportunities |
Corporate takes warm leads | New-policy identification + routing | Agent-first lead protection |
Manual follow-up | Automated capture + CRM sync | Faster turnaround, better close rate |
Outbound Calling is Mav's automated follow-up engine that proactively calls leads as part of Mav's re-engagement cadence. When a lead isn't advancing through the conversation, Outbound Calling re-engages them with a multi-touch cadence of texts and AI voice calls so leads get a real second (third, and fourth) chance to connect with a rep, without anyone on the team lifting a finger.
On each call, Mav's AI voice agent reaches the lead, confirms they want a quote, and if they say yes, transfers them live to a licensed rep on the spot.
Outbound Calling runs an automated re-engagement cadence on leads that Mav hasn't heard back from:
Runs a timed SMS + call cadence. After a lead goes quiet, Mav layers reminder texts with up to four AI phone-call attempts, then continues with SMS-only touches out to a week, all automatically.
Places compliant AI voice calls. The agent opens every call with the required disclosure ("this is Rebecca, a digital assistant for {agency name} on a recorded line…") before anything else.
Gauges intent and connects the lead live. Mav's job is simple: find out if the lead wants to talk to a licensed rep right now. If yes, Mav warm-transfers the call, dialing the rep, announcing the lead ("You have {lead} on the line for an insurance quote"), and bridging the two together.
Detects voicemail and leaves a message. If the call hits an answering machine, the agent recognizes it, leaves a scripted message, and hangs up.
Respects business hours and handles opt-outs cleanly. Calls are scheduled only inside the account's configured calling window, and are staggered, not blasted.
Records and analyzes every call. Each call is recorded, transcribed, and summarized by AI, capturing whether the lead connected, showed interest, and what the outcome was, then written back to the lead record so reps see it immediately.
Who can use Outbound Calling:
Clients who want to connect with leads who have gone dark after the first few texts. Outbound Calling systematically works those leads instead of letting them decay.
Insurance agents working a high volume of aged or unresponsive leads, who don't have the staff to manually dial back every quiet lead.
Agencies already using Party Line for live transfers. Outbound Calling reuses the Party Line, so it's the natural next layer for accounts that want Mav to originate the outreach, not just answer it.
Problem | Solution | Result |
|---|---|---|
Leads go silent after the first contact | Automated SMS + AI call cadence | Cold leads systematically re-engaged |
No time to manually dial back leads | Hands-free outbound calling | Rep time spent only on live, interested leads |
Missed followup = lost connections | Up to 4 call attempts + week-long SMS cadence | More second chances, more connections |
No visibility into what happened on a call | Recording, transcript, and AI call summary on the lead | Faster, better-informed follow-up |
Mav is text-first, and it stays that way. Text is what catches a lead in seconds. Text is what earns the reply back. Nothing about that changes.
Mav Voice just adds the phone. When a lead calls in and your team can't get to it, Inbound Voice answers, qualifies, and passes the details back. When a lead you're texting stops replying, Outbound Calling picks the phone up on your behalf. When they say yes, they get warm-transferred to a licensed rep on your team.
Mav Voice is rolling out now. If you're already a Mav client, reach out to your Client Success rep to get it enabled or if you have any questions. If you're not, come see how it works.
