How to triage urgent claims via WhatsApp
A guide to configuring a priority queue for claims, distinct from routine requests such as simulations or general questions, at an insurance brokerage.
At an insurance brokerage, a claim about a car accident or a flooded home arrives in the same queue as a policy renewal question or a coverage simulation request. Without a way to distinguish between them, the urgent case waits behind dozens of routine requests.
This guide shows how to configure that priority queue using WhatSMS's B2B Support with AI Triage and SLA.
Step 1 — Identify claim intent automatically
Configure the AI agent to recognize when a message describes a claim (accident, damage, theft) versus a routine request (simulation, general question, document request). This classification happens the moment the message arrives, before any person reads it.
Step 2 — Configure the priority queue with SLA
Set a shorter response deadline for the claims queue than for the routine requests queue. The platform tracks that deadline visibly, so the team knows exactly which case needs a response first.
Step 3 — Bring context from the CRM into the conversation
Through API and webhook integration, link the customer's purchase or policy history to the conversation — so your team sees the full commercial context without duplicating work between WhatSMS and the CRM.
Why this changes how the team responds to claims
Each request arrives with an owner and a visible deadline for the whole team, not lost in a single generic queue. A routine question doesn't get answered before an urgent claim simply because it arrived first in line.
You can create this claim queue for free and configure it with your brokerage's real requests before any commitment.
Frequently asked questions
How does the AI decide what's urgent?
AI classifies the intent and urgency of each request as it arrives, based on the message content — not on a generic alert queue but on what actually needs a human response first.
Is an SLA a fixed deadline imposed by WhatSMS?
No. The SLA is a deadline your own team configures for each queue and its priority levels — the platform enforces the deadline you defined.
Can I connect this to the CRM I already use?
Yes, through direct API and webhook integrations. WhatSMS has no built-in connector for each CRM on the market — the technical integration is accessible to whoever configures a request or webhook directly.
Does synced data appear in real time?
Webhooks fire the moment an event occurs, keeping both systems in sync at the moment of the interaction, not on delayed manual updates.
Can urgent claims be automatically routed to a specific person?
Yes. The priority queue can be configured with escalation rules that route the most urgent claims directly to the responsible person or team, without waiting in line behind routine questions.