# Policy Change Requests Routed to the Right Person

Source: https://maito.app/workflows/route-client-policy-requests-to-the-right-person

Maito reads client emails, separates service requests from leads, matches the policy, lists what is missing and assigns the right person in Slack.

Service requests are separated from sales leads, matched to the policy and sent to licensed staff with the facts already gathered.

[Customer support](https://maito.app/workflows/team/customer-support) · [Insurance agencies](https://maito.app/workflows/industry/insurance-agencies) · When something happens · Updated October 19, 2026

Works with

-   Slack
-   Email
-   Gmail
-   Microsoft 365
-   Superhuman Mail

## How do you route client policy requests to the right person?

To route client policy requests to the right person, point the workspace email address at Maito. It tells service requests from new leads, matches the policy in your agency system, lists what information is missing, assigns the right team member and drafts the reply for approval. Policy problems get flagged to the owner.

## How it's done today

Requests compete with sales leads in the same inbox.

## What Maito does

1.  Classify the request
2.  Match the policy
3.  List missing facts
4.  Assign to licensed staff

## Example

Loop run: New email in service@northstar.example

**Maito** (11:12 AM):

Service request, not a lead. Acme Plumbing asks to add a 2024 Ford Transit to commercial auto policy CA-44102, effective Oct 21.

**Have:** VIN, vehicle description, requested date.  
**Missing:** lienholder, garaging address.  
**Assigned:** Dev, commercial lines.

**Catch:** the agency system shows a cancellation notice for nonpayment on CA-44102 dated Oct 12. Someone should check billing before the change is processed or promised.

Acknowledgement sent to the client automatically at 11:13 AM. Matched from the email and the agency system.

**Dev** (11:20 AM):

Ask them for lienholder and garaging address. I'll check billing.

**Maito** (11:21 AM):

Draft is ready for your approval. It asks for both items and doesn't mention the cancellation notice or the effective date.

## How to set it up

When something happens Route client policy requests to the right person

Ask your agent

“When an email arrives in service@northstar.example, work out if it's a service request, match the policy, list the facts we still need and post it in #service with the right assignee. Send a short 'we got your message' reply automatically.”

Connect email

-   Gmail
-   Microsoft 365
-   Superhuman Mail

Use agency management software

-   Applied Epic
-   HawkSoft

No MCP server needed. Ask your agent to save a skill with the steps, then add the login or API key in Settings → Vault.

Not connected yet? Your agent sends you a link to sign in.

## What it won't do

It can't promise a change is effective or coverage is in force. It only reports what your records and the email say.

## Questions

### Does it process the change itself?

No. It prepares the request and assigns it. A person makes the change in the agency system.

### Does it acknowledge the client?

Yes, if you set that up. Anything beyond an acknowledgement, such as asking for missing items, waits for your approval.

### Which systems does it use?

Email through Gmail, Microsoft 365 or Superhuman Mail. Agency management software like Applied Epic or HawkSoft works through a skill.

## More customer support workflows

-   [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before)
-   [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early)
-   [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view)
-   [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report)
-   [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code)
-   [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release)

[See all workflows](https://maito.app/workflows)

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