Welcome to Mav

Mav works your insurance leads for you. It texts each new lead within seconds, answers their questions, collects what a quote needs, and hands the ready ones to a licensed producer on a live call. Your team sees every conversation, every call and every outcome in one place.

How a contact moves through Mav

1. A contact arrives. Your lead vendor posts to a Mav webhook, you upload a CSV, or someone texts or calls your Mav number. Phone is the only required field. If the same phone is already in your account, Mav reuses that contact instead of making a second one.
2. Mav checks it can text them. Before the first message, Mav confirms the number is a valid US number, that the contact has not opted out, and that the number is not on your blocked list or a scrub service you turned on. A contact that fails shows as Filtered or Undeliverable on the timeline. See A contact isn't getting texts.
3. The agent starts an engagement. An engagement is one agent working one contact toward one goal, like an auto quote. The first text goes out inside the contact's allowed texting window, with the required "Reply STOP to unsubscribe" footer.
4. The conversation runs. The agent asks for what the quote needs, saves each answer on the contact, and nudges a quiet contact up to ten times over about three weeks.
5. The transfer. When a contact is ready and a rep is available, the agent asks to switch to a quick call, calls the contact, and bridges in your rep with a short whisper about who is on the line. See Transfers and callbacks.
6. The outcome. After a transferred call, Mav reviews it and marks the contact Quoted or Sold when the rep did that on the call. Your team can also mark it by hand, or from your own systems through the API. See Conversions: quoted and sold.

What your team sees

• Contacts lists everyone, with a search box and filter chips for engagement, transfers, conversions, call length, direction and date.
• A contact's page shows their details, the properties your vendor sent, and a timeline of every text, call and event. Call cards lead with talk time and the outcome, then the recording and transcript.
• Home has quick links for the first things to set up: a marketing source, your transfer hours, a teammate to invite, a file to import.

Two ways to talk to Mav

Everything above runs over text first. When you turn on Outbound Calling in Phone Settings, Mav can also call a contact on its own as part of the follow-up, and it always calls when a contact asks for a call. On a call the agent uses the same voice and the same rules as in text. See Outbound calling.

Next, read Your first week.