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Insurance brokerage

Reliable voice agents look more like code than conversations.

A renewal check-in and a certificate request share most of their skeleton
— verify the insured, read the policy from the AMS, log the outcome
— but the middle is completely different. One walks the exposure schedule. The other captures the holder details.

Below: the thesis, the primitives, and how the same agent fabric handles both.

5 min read · concrete example included
The thesis

A reliable voice agent is composed, not prompted.

ElevenLabs, Vapi, Bland start from one capable agent you steer with a prompt, then add workflows and tools on top. We start from the other end — a library of small, specialized sub-agents that compose into the call.

An orchestrator picks the right ones for each role. Cross-cutting listeners run across the whole call to score things like communication skill.

Workflow
orchestrator picks
sub-agent
verify_identity
Greets the insured by name, confirms the right authorized contact picked up, routes if a colleague or someone else is on the line.
Build
/speakgreeting
"Hi, this is Feliciti calling from Acme Insurance about your {policy.line_of_business} policy renewing on {policy.expiration_date}. Am I speaking with {client_name}?"
/conditional_collectauthorized_contact
If caller name not on authorized_contacts list: "Are you authorized on the account? I can help with general questions, but anything binding will need a listed contact."
Transcript
Agent
"Hi, this is Feliciti calling from Acme Insurance about your General Liability policy renewing on June 15th. Am I speaking with Sarah at Riverside Property Group?"
Insured
"Yes, this is Sarah."
silent
Authorized contact confirmed · no routing needed
Agent
"Acme Insurance, this is Feliciti. I can see you're calling from Riverside Property Group — can you confirm your name so I can pull up the account?"
Caller
"Sarah Chen, I'm the office manager."
→ if not an authorized contact, route to request_callback. Otherwise, orchestrator picks next.
Plus a global listener for communication skill, scoring across the entire call.
The primitives

Nine primitives. Compose them. Ship reliable agents.

Voice agents in Feliciti are built like Notion documents — slash commands compose into blocks, blocks compose into sub-agents, sub-agents compose into the full call flow.

Nine primitives are all you need — one runs before the call connects, the rest run during.

  • /pre-call

    Read state before speaking.

    Match the customer, fetch their record, load context — all before the first hello.

  • /speak

    Speak a turn.

    One bounded utterance. Variables interpolate, tone is set per sub-agent.

  • /collect

    Ask and capture an answer.

    A scripted question that records a typed value back into the call state.

  • /conditional_collect

    Branch on a prior value.

    Asks only if a condition holds. The branch is explicit, not a prompt heuristic.

  • /set

    Write to a system of record.

    Commit a value to the DMS, ATS, or TMS. Triggers fire on side-effects.

  • /end

    Close the call.

    Wrap up cleanly with a final line and end the session.

  • /transfer

    Hand off to a human.

    Warm-transfer to the right queue or advisor when escalation is needed.

  • /prompt

    Free-form generation.

    When a step needs a small LLM call — kept narrow, kept testable.

  • /condition

    Route between sub-agents.

    The orchestrator's decision point — composition, not a chain of prompts.

composition

Stack the primitives into a sub-agent.

A sub-agent is a named, reusable unit — a linear sequence of these primitives. Tested in isolation against its own scenarios. Composed with other sub-agents to form the full call flow.

Compared to

What composition gives you that general-purpose platforms don't.

ElevenLabs, Vapi, and Bland are excellent general-purpose voice platforms — they have workflows, branching, and tool-calling. The difference is what you assemble yourself versus what comes built for the work.

General-purpose voice platforms

ElevenLabs, Vapi, Bland

  • Workflows layer on top of a base agent. Composition is a feature you configure, not the unit you build from.
  • Integrations are yours to wire and maintain — the AMS connection, the auth, the retries.
  • Test coverage is on you. There's no per-step test suite that comes with the agent.
Composable sub-agents

Feliciti

  • The sub-agent is the unit. You compose from small, named, reusable pieces — edits are local, downstream effects explicit.
  • In-house iPaaS: the AMS, carrier portals, and telephony integrations are built and maintained for you, not left as an exercise.
  • One-click test-suite generation. Walk a renewal? It writes that suite. Issue a COI? That one too.
Send us your use case

Want this for your calls?

Tell us the call you want to automate — recruiting or otherwise. We'll send back a working prototype within 48 hours, wired to your actual use case. Same composition pattern you just read about.

A founder reads every one. No sales calls unless you ask.