AgencyZoom Integration

Overview

The AgencyZoom integration allows Gail to make outbound calls directly from AgencyZoom by creating Call Tasks and assigning them to a designated AgencyZoom account. This seamless integration enables you to automate customer outreach right from your existing insurance workflows.

How It Works

The integration works by:

1. Creating Call Tasks in AgencyZoom pipelines (automated or manual)
2. Assigning tasks to a specific AZ account designated for Gail
3. Gail automatically picks up these tasks and makes the calls
4. Call summaries and outcomes are synced back to AgencyZoom

Setup Requirements

Before you begin, ensure you have:

• An active Gail account
• AgencyZoom admin access
• At least one call script configured in Gail
• A phone number for testing

Part 1: Setting Up Gail as a Team Member in AgencyZoom

To ensure smooth operation, you’ll need to add Gail as a staff member in your AgencyZoom account.

Step 1: Add Gail to Your AgencyZoom Team

1. Sign into your AgencyZoom account
2. Navigate to Settings → Team
3. Click Add Team Member
4. Enter the following details:
   • Email: Use an email you have access to (not already in your AZ system)
   • Name: Gail (or “Gail AI Assistant”)
   • Roles: Mark as part of all Roles
   • Permission Level: Set to “User”
5. Click Save

Step 2: Accept the Invitation

1. Check the email inbox you used for the new Gail staff member
2. Accept the invitation to join your AgencyZoom organization
3. Keep these credentials handy—you’ll need them to connect Gail later

Part 2: Creating Automated Call Tasks

Now you’ll set up automated Call Tasks in your AgencyZoom pipelines that trigger Gail to make calls.

Step 1: Access Pipeline Automations

1. In AgencyZoom, click the Settings icon
2. Select Pipelines
3. Find the pipeline where you want Gail to make calls (e.g., “Personal Auto w/ Gail”)
4. Click Automation on that pipeline

Step 2: Add a Call Task Automation

1. Click on the stage where you want to add the automation (e.g., “Gail Call” stage)
2. Click + Automation
3. Select Call as the task type
4. Click Create Call For
5. Choose A specific person(s)

Step 3: Configure the Call Task

1. Assigned To: Select the Gail staff member account you created earlier
2. Timing: Set when the task should trigger (e.g., “0 days after entering stage” or “3 days after”)
3. Task Name: Give it a descriptive name (e.g., “Gail Call Personal Auto”, “Gail Renewal Confirmation”)
4. Time: Set the preferred call time (e.g., 9:00 AM for business opening)

Step 4: Add the Call Script Name

This is the most critical step:

1. In the Notes section of the Call Task, you must enter the EXACT name of the call script from your Gail account
2. To get the exact script name:
   • Go to gail.lula.com and sign in
   • Navigate to Scripts
   • Click on the script you want to use
   • Copy the script name exactly as it appears (spelling and capitalization matter!)
3. Paste the script name into the Notes field in AgencyZoom
4. Click Save

Manual Call Tasks

You can also manually create Call Tasks at any time from within any pipeline. Follow the same steps above when creating manual tasks.

Part 3: Connect AgencyZoom to Gail

Now you’ll complete the integration by connecting your AgencyZoom account in the Gail platform.

Step 1: Navigate to Partners in Gail

1. Go to gail.lula.com and sign in
2. Click the Partners tab in the navigation

Step 2: Connect AgencyZoom

1. Find the AgencyZoom integration card
2. Click Connect
3. Enter the AgencyZoom credentials for the Gail staff member account you created:
   • Email address
   • Password
4. Click Connect
5. You should see a success message confirming the connection

Testing Your Integration

Before going live, it’s important to test that everything is working correctly.

Step 1: Create a Test Lead

1. In AgencyZoom, navigate to the pipeline with your Call Task automation
2. Create a dummy lead/customer with:
   • A real phone number you can receive calls on
   • Any other required contact information
3. Move the lead into the stage that has the Call Task automation (e.g., “Gail Call” stage)

Step 2: Verify the Call Task

1. Once the lead enters the stage, you’ll see the automated tasks appear
2. Confirm you want the tasks to be active
3. The Call Task will be created and assigned to the Gail staff member

Step 3: Receive the Test Call

1. The call will occur within 5 minutes of the scheduled time
2. Answer the call and verify that:
   • Gail uses the correct script
   • The conversation flows naturally
   • Contact information is accurate

Step 4: Check AgencyZoom for Updates

After the call completes, verify that AgencyZoom has been updated:

1. The original Call Task should be marked Completed
2. A Note should be added with:
   • Call summary
   • Link back to the full call recording in Gail
3. A new To-Do Task should be created for the lead owner to:
   • Review the call summary
   • Disposition the lead appropriately (e.g., move to next stage)

Call Task Requirements Checklist

For a Call Task to be successfully processed by Gail, it must meet ALL of the following criteria:

• ✅ Task type is Call Task (not To-Do or other task type)
• ✅ Task is assigned to the Gail staff member account (the one integrated with Gail)
• ✅ Task has a time assigned (or is a manual one-off task)
• ✅ Task Notes contain the EXACT name of a call script in Gail

What Happens After a Call

When Gail completes a call, the following occurs automatically in AgencyZoom:

1. Task Completion: The original Call Task is marked as completed
2. Call Summary Note: A new note is added to the lead/customer record containing:
   • Summary of the conversation
   • Call outcome
   • Link to the full call recording in Gail
3. Follow-Up Task: A To-Do Task is created for the assigned agent to:
   • Review the call details
   • Take appropriate next steps
   • Move the lead to the next stage if needed

Troubleshooting

Calls Not Being Made

If Gail isn’t making calls, check:

• ✅ The Call Task is assigned to the correct Gail staff member
• ✅ The script name in Notes exactly matches the script name in Gail
• ✅ The task has a scheduled time
• ✅ The AgencyZoom account is properly connected in Gail Partners section
• ✅ The contact has a valid phone number

Delays in Call Execution

• Automated tasks: Calls should occur within 5 minutes of scheduled time
• Manual tasks: Allow up to 30 minutes for processing
• If delays persist, check your Gail account status and contact support

Call Summary Not Appearing

Ensure:

• The call completed successfully
• The lead/customer record is still active in AgencyZoom
• The Gail staff member has proper permissions in AgencyZoom

Best Practices

Pipeline Organization

• Create dedicated pipelines for Gail-assisted workflows
• Use clear stage names that indicate when Gail will call (e.g., “Gail Outreach”, “Gail Follow-Up”)
• Set appropriate timing delays between stages

Script Management

• Maintain consistent naming conventions for your call scripts
• Document which scripts are used for which pipelines
• Regularly review and update scripts based on call performance

Testing

• Always test new automations with dummy leads before going live
• Use real phone numbers you control for testing
• Review call recordings to ensure quality

Monitoring

• Regularly check completed Call Tasks to ensure they’re processing
• Review call summaries and outcomes in both Gail and AgencyZoom
• Monitor lead progression through your pipelines

Need Help?

If you encounter issues or have questions about the AgencyZoom integration:

• Visit the Gail Support Center
• Contact your Gail customer success manager
• Email support at support@meetgail.com

Use Case: Automated New Lead Follow-Up from Form Submissions

One of the most powerful applications of the AgencyZoom integration is triggering instant follow-up calls when prospects fill out online forms. This ensures no lead goes cold and creates an immediate connection with potential customers.

The Scenario: A prospect fills out an online form expressing interest in insurance. Within minutes, Gail is on the phone qualifying their needs and connecting them to an agent.

This section walks through the complete workflow for setting up this automation using AgencyZoom and Gail’s advanced campaign features.

Part 1: Foundation Setup

Before Gail can make automated calls from form submissions, you need the core integration and a tailored script.

Verify Your Integration

Ensure these foundational elements are in place:

1. Gail as an AgencyZoom User: Confirm Gail has been created as a user within your AgencyZoom account
2. Portal Credentials: Verify the AgencyZoom credentials are entered on the Partners page in your Gail portal
3. Connection Status: Check that AgencyZoom shows as Connected on your Gail portal’s Partners page

Create Your Lead Follow-Up Script

This script is specifically designed for engaging prospects who just submitted an online form.

1. Log into your Gail portal
2. Navigate to Outbound → Outreach
3. Click the Scripts tab
4. Click New Script
5. Configure your script:

Script Name: New Online Lead Outreach
(Remember this exact name—you’ll need it for the AgencyZoom task configuration)

Greeting:

Hello [Prospect Name], this is Gail, your AI assistant from [Your Agency Name]. I'm calling because you recently filled out our online form about insurance. I wanted to see how I can help you get started.

Main Body/Use Cases:

• Click Add Use Case
• Choose relevant use cases such as:
  • Qualify Interest — Determine what type of insurance they need
  • Transfer to Agent — Connect them immediately with a licensed agent
  • Schedule Appointment — Book a consultation if the agent isn’t available

Example Dialogue:

Are you looking for a specific type of insurance, or would you like to speak with one of our licensed agents right away to discuss your options?

Goodbye:

Great, I'll make sure [Agent Name] gets that information. Thanks for your time!

6. Click Save

Part 2: Creating the Campaign Blueprint

For CRM-triggered calls, the Gail campaign acts as a blueprint that defines how calls should be handled when tasks are pushed from AgencyZoom.

Create Your Lead Campaign

1. Log into your Gail portal
2. Click Campaigns in the left navigation
3. Click New Campaign
4. Configure the campaign:

Campaign Name: AgencyZoom New Lead Trigger

Description: Handles calls for new leads pushed from AgencyZoom form submissions

Advanced Campaign: Toggle ON (this is essential for CRM-triggered calls with sequences and redialing rules)

Script: Select New Online Lead Outreach (the script you created above)

Contact List: Leave blank (contacts are managed and pushed by AgencyZoom)

5. Click Save as Draft

Part 3: Configuring the AgencyZoom Trigger

This is the critical link that tells AgencyZoom to pass leads to Gail for automated calls.

Set Up Form Integration

1. Ensure your online form feeds new prospect information directly into AgencyZoom
2. Configure your form to create a lead/contact in the appropriate pipeline

Create the Call Task Automation

You can set this up as either an automated workflow or create tasks manually for each new lead.

For Automated Tasks:

1. In AgencyZoom, go to Settings → Pipelines
2. Select the pipeline that receives form submissions (e.g., “New Lead Pipeline”)
3. Click Automation on the appropriate stage (e.g., “New Lead - Awaiting Contact”)
4. Click + Automation
5. Select Call as the task type
6. Configure the task settings (see below)

For Manual Tasks:

Create tasks directly from the lead record following the same configuration guidelines.

Configure Task Settings (CRITICAL)

These settings must be precise for Gail to process the call:

Assignee: Select the Gail user account (the one you created and integrated)

Task Time: Set to a specific clock time (e.g., 10:00 AM, 2:30 PM)

Task Notes: Enter ONLY the exact script name: New Online Lead Outreach

• No extra text
• No typos
• No additional punctuation
• Exact spelling and capitalization

Part 4: Advanced Follow-Up Features (Optional)

These features make your lead follow-up more robust by handling scenarios where Gail can’t immediately reach the prospect.

Creating a Follow-Up Sequence

If Gail can’t reach the prospect on the first attempt, sequences define subsequent call attempts.

1. Navigate to Outbound → Outreach → Sequences tab
2. Click Create Sequence
3. Configure the sequence:

Name: New Lead Follow-Up Sequence

Description: Multi-touch follow-up for leads that don't answer initially

Schedule Configuration:

• Condition: Choose the call outcome that triggers this sequence (e.g., “No Answer” or “Voicemail”)
• Delay: Set wait time before the next attempt
  • Example: Wait 1 Day after no answer
  • Example: Wait 2 Hours after busy signal
• Script: Select New Online Lead Outreach or create a variant for follow-ups

4. Add multiple schedules for additional follow-up attempts
5. Click Save
6. Return to your AgencyZoom New Lead Trigger campaign
7. In the campaign’s advanced settings, apply this sequence

Example Multi-Touch Sequence:

• Attempt 1: Immediate call when task is created
• Attempt 2: 2 hours later if no answer
• Attempt 3: 1 day later if still no answer
• Attempt 4: 3 days later as final attempt

Implementing Redialing Rules

Redialing rules define how Gail handles specific call outcomes to maximize connection rates while respecting the prospect’s time.

1. Navigate to Outbound → Outreach → Redialing tab
2. Click Create Redialing Rule
3. Configure the rule:

Name: New Lead Redial Logic

Max Communications per Contact: Set maximum call attempts per prospect (e.g., 4)

Max Communications per Phone Number: Set maximum per specific number (e.g., 3)

Outcomes & Actions:

4. Click Save
5. Return to your AgencyZoom New Lead Trigger campaign
6. In the campaign settings, select this redialing rule

Part 5: Testing and Launch

Before going live with real leads, thoroughly test your integration.

Run a Complete Test

1. Create a Test Lead:

   • In AgencyZoom, manually create a test lead/contact
   • Use a real phone number you can answer
   • Enter complete contact information

2. Create the Call Task:

   • Assigned to: Gail (the integrated user)
   • Task time: Set to a specific time (e.g., 5 minutes from now)
   • Task notes: New Online Lead Outreach (exact script name)

3. Verify the Call:

   • Answer when Gail calls
   • Confirm she uses the correct script
   • Test conversation flows and use cases
   • Verify contact information is accurate

4. Check AgencyZoom Updates:

   • Original call task should be marked Completed
   • A Note should be added with:
     • Call summary
     • Link to full recording in Gail
   • A new To-Do Task should be created for follow-up

Troubleshoot Common Issues

Gail Didn’t Call:

• ✅ Verify task is assigned to the correct Gail user
• ✅ Check that script name exactly matches
• ✅ Confirm task has a valid time (not “N/A”)
• ✅ Verify AgencyZoom connection in Gail Partners page

Wrong Script Used:

• ✅ Double-check spelling in task notes
• ✅ Verify no extra spaces or characters
• ✅ Confirm script name is active in Gail

Call Made at Wrong Time:

• ✅ Check task time in AgencyZoom
• ✅ Verify timezone settings in both systems

Part 6: Monitoring and Optimization

Once live, regularly monitor performance to optimize your lead follow-up strategy.

Key Metrics to Track

In Gail Dashboard:

• Call completion rate
• Average call duration
• Agent transfer rate
• Call outcomes (no answer, voicemail, successful contact)

In AgencyZoom:

• Task completion rates
• Lead progression through pipeline stages
• Time from form submission to first contact
• Conversion rates from Gail-contacted leads

Optimization Tips

Script Refinement:

• Review call recordings regularly
• Adjust greeting based on prospect feedback
• Refine use cases for better qualification
• Update dialogue for seasonal campaigns

Timing Optimization:

• Test different call times for better answer rates
• Adjust sequence delays based on contact patterns
• Consider timezone of lead sources

Sequence Tuning:

• Analyze which follow-up attempts yield best results
• Adjust delays between attempts
• Experiment with different scripts for subsequent touches

Pipeline Management:

• Monitor which pipeline stages generate best results
• Adjust automation triggers based on lead quality
• Create separate workflows for different lead sources

Complete Requirements Checklist

For this automated new lead follow-up system to work, ensure ALL of the following are in place:

Integration Foundation:

• ✅ Gail created as user in AgencyZoom
• ✅ Credentials entered on Gail Partners page
• ✅ Connection status shows as “Connected”

Script Configuration:

• ✅ Script created in Gail with exact name documented
• ✅ Greeting acknowledges form submission
• ✅ Use cases configured for qualification/transfer
• ✅ Goodbye provides next steps

Campaign Setup:

• ✅ Campaign created with Advanced mode ON
• ✅ Correct script selected
• ✅ No contact list uploaded (CRM-managed)
• ✅ Campaign saved (can be draft or active)

AgencyZoom Task Configuration:

• ✅ Task type is “Call Task”
• ✅ Task assigned to Gail user
• ✅ Task has specific time (NOT “N/A”)
• ✅ Task notes contain ONLY exact script name
• ✅ Contact has valid phone number

Optional Enhancement:

• ✅ Sequence created for multi-touch follow-up
• ✅ Redialing rules configured for call outcomes
• ✅ Both applied to campaign settings

Testing:

• ✅ Test lead created with real phone number
• ✅ Test task created with all requirements
• ✅ Test call completed successfully
• ✅ AgencyZoom updated with call summary

Expected Results

When configured correctly, this automated workflow delivers:

Speed to Lead: Prospects receive a call within minutes of form submission, dramatically improving conversion rates compared to delayed follow-up.

Consistent Qualification: Every lead receives the same high-quality qualification process, ensuring no opportunities are missed due to agent availability.

Intelligent Persistence: Sequences and redialing rules ensure multiple contact attempts without manual intervention, maximizing connection rates.

Seamless Handoff: When prospects are ready to speak with an agent, Gail transfers immediately or schedules an appointment, creating a smooth customer experience.

Complete Documentation: Every interaction is logged in AgencyZoom with call summaries and recordings, maintaining a complete lead history.

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