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Mav is an AI-powered lead engagement platform built specifically for the insurance industry. This page explains what Mav does, how leads move through the system from first contact to a live conversation with an agent, and where each part of the documentation can take you next.

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What Mav does

Insurance leads go cold fast. When a prospect fills out a quote form, every minute without a response lowers your chance of making contact. Mav solves that by automatically reaching out to new leads via SMS the moment they’re delivered—no manual dialing, no waiting for an agent to be available. Mav’s AI engages each lead in a natural, two-way text conversation. It qualifies them by asking relevant insurance questions (coverage type, current carrier, address, date of birth, and more), handles objections, and re-engages leads who don’t respond right away. When a lead is ready to speak with someone, Mav initiates a Party Line—a live, three-way call that bridges the qualified lead and an available agent in real time. The result: your agents spend their time on high-intent, already-qualified conversations instead of cold outreach.

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How Mav works

1

A lead is delivered to Mav

Leads arrive in Mav through one of three paths: a Marketing Source postURL (for real-time form or API submissions), a CSV import (for bulk uploads with TCPA consent confirmation), or a native integration such as Ricochet 360 or Zapier. Each lead is assigned to a Playbook—the automated SMS conversation sequence that defines how Mav engages that lead.
2

Mav qualifies the lead via SMS

As soon as a lead enters a playbook, Mav sends the first outbound text message within texting hours. The AI continues the conversation, gathering qualification data and gauging intent. If the lead goes quiet, Mav sends smart re-engagement messages. Every response is tracked and surfaced in your playbook reporting so you can see positive intent rates and outcomes by source and date.
3

Party Line connects the lead to an agent

Once a lead is qualified and expresses interest in speaking with someone, Mav initiates a Party Line—it calls the lead, confirms they’re ready to connect, then calls an available agent and bridges both parties into a live call. After the call ends, Mav generates a Copilot summary and full transcript so you can review the conversation, log the outcome, and export records for reporting or compliance.

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Key concepts

Lead Delivery

Create Marketing Sources with custom postURLs to receive leads from any vendor or web form. Tag leads by source automatically for clean attribution.

Party Line

Live call transfers that connect qualified leads directly to your agents. Configure schedules, route calls from your business number, and review completed calls with Copilot summaries.

Analytics & Alerts

Monitor positive intent rates and outcomes by source or date. Set webhook-delivered Playbook Alerts to get notified the moment performance crosses a threshold.

Integrations

Connect Mav to Slack, Zapier, and Ricochet 360 with one-click integrations. Push lead events and outcomes to thousands of downstream tools automatically.

API Reference

Subscribe to outbound webhooks for any playbook event or outcome—started, qualified, party line completed, opted out, and more—to keep your CRM and data warehouse in sync.

CSV Import

Upload bulk lead lists directly into a playbook. Mav handles column mapping, daily pacing limits (500 leads/day), and automatic deferral for oversized files.

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TCPA compliance

You are responsible for ensuring that every lead you send to Mav has given written or electronic consent to be contacted via automated SMS messages and voice calls, as required by the Telephone Consumer Protection Act (TCPA).When importing leads via CSV, you must toggle the TCPA Consent confirmation before the import can proceed. For Marketing Source integrations, include a tcpa_opt_in_token (e.g., a Jornaya or ActiveProspect LeadiD) and a tcpa_opt_in_url in your lead payload to document proof of consent.
Mav also provides built-in tools to help you maintain lead quality and compliance:
  • Blocked Sources — prevent specific vendors, affiliates, or sub-sources from submitting leads to your account.
  • Scrub Services — automatically check incoming leads against the Blacklist Alliance and DNC.com suppression lists and reject any that match before they enter a playbook.
Enable Dynamic Texting Hours (the default) to have Mav send outbound texts between 8 AM and 8 PM in each lead’s local time zone, based on their phone number’s area code. This maximizes engagement while keeping your outreach within legally and ethically appropriate hours. If you prefer a fixed schedule, you can switch to Eastern Time mode (11 AM – 8 PM ET, Monday–Saturday) under Settings → Texting Hours.

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What’s next?

If you’re just getting started, the fastest path to your first live lead is:
  1. Set up a Marketing Source to get your postURL — see Lead Delivery → Marketing Sources.
  2. Configure your Party Line availability so Mav knows when agents are reachable — see Party Line → Overview.
  3. Import a test batch of leads via CSV to see the full qualification flow — see Lead Delivery → Import Leads via CSV.
If you have questions or run into trouble at any point, reach out to the Mav support team at support@hiremav.com.